Felicia Bonham
********@*****.*** 832-***-**** Houston, TX
SUMMARY
Seeking Customer Service Representative role with 22 years of experience in customer support, problem resolution, and operational efficiency. Excelled in high-volume call environments at HCTRA and Comcast, achieving daily qualitative targets and maintaining KPIs. Skilled in systematic troubleshooting, accurate record-keeping, and end-of-day reporting. WORK EXPERIENCE
Harris County Toll Road Authority (HCTRA) Houston, TX Customer Service Representative Nov 2023 - Present
• Address a steady stream of customer inquiries, ensuring professional and prompt responses to all concerns.
• Maintain meticulous records of customer interactions and update account information to reflect current status.
• Reconcile transactional payments and generate accurate end-of-day reports, upholding departmental standards. Comcast Houston, TX
Customer Account Executive Mar 2008 - Dec 2022
• Delivered high-quality customer support by effectively managing 55-60 daily calls, addressing service inquiries and issues.
• Maintained Key Performance Indicators through consistent provision of adept problem resolution and support.
• Conducted systematic troubleshooting to accurately diagnose customer problems, ensuring effective and timely solutions.
Gemini Holdings Inc. Baton Rouge, LA
Administrative Assistant/Regional Director Apr 2001 - Jan 2008
• Directed daily administrative functions, ensuring streamlined communication and improved operational efficiency.
• Provided strategic leadership to regional offices, fostering a collaborative environment and aligning team efforts with organizational objectives.
• Managed cross-functional teams to successfully execute projects and meet company goals. CERTIFICATIONS
Certified Customer Service Professional Program Certification of Completion Certified Word Processor, Northwest Education Center SKILLS
Office Management • Accounts Payable / Receivable • Staff Development & Training • Records Management • Teambuilding & Supervision • Conducting Meetings • Report & Document Preparation • Inventory Management
• Spreadsheet & Database Creation