Customer Service & Relationship Manager with 10+ Years Experience

JONELL FELSKE Thornton, CO *********@*******.*** • 303-***-****

PROFESSIONAL SUMMARY

Dedicated Customer Service and Relationship Management professional with over 10 years of experience supporting high-volume call centers, financial services, and technical troubleshooting environments. Known for maintaining a calm, friendly demeanor, resolving complex issues, and consistently achieving strong performance metrics. Skilled in account management, conflict resolution, online banking support, and health insurance enrollment. Committed to accuracy, professionalism, and delivering exceptional customer experiences.

PROFESSIONAL EXPERIENCE

Tier 1 Customer Service Representative – Operations (Temp) Connect for Health Colorado — Remote / Thornton, CO September 2025 – Present

• Support Open Enrollment by handling high-volume inbound calls and routing customers to the correct departments.

• Assist customers with enrolling in health insurance, updating applications, and understanding financial assistance options.

• Troubleshoot issues on computers, phones, and tablets to ensure smooth access to online systems.

• Maintain consistently strong performance metrics and quality scores. Customer Service Representative

PNC Bank — Remote / Thornton, CO September 2022 – June 2025

• Delivered exceptional customer service by resolving inquiries quickly and accurately, contributing to increased customer satisfaction.

• Assisted customers with online banking, troubleshooting software issues, and navigating digital tools.

• Educated customers on best practices for secure and efficient online banking. Relationship Manager

Total Systems Services (TSYS) January 2017 – December 2021 Supervisor: Nichole Morici

• Reviewed contract terms and conditions to determine appropriate resolutions.

• Enforced policies and regulations related to account processing.

• Handled conflict resolution with professionalism and strong telephone etiquette.

• Asked probing questions to accurately identify customer needs and input data into electronic systems.

• Minimized loss and maximized company profit through careful account management. Customer Service Representative

Alliance Data January 2015 – December 2016 Supervisor: Patrick Stovall

• Managed large credit card portfolios with a focus on accuracy and compliance.

• Performed credit analysis and processed credit line increases.

• Resolved customer conflicts while maintaining a calm, friendly demeanor.

• Supported billing, payments, and account updates. Customer Relationship Manager – Retention Department DISH Network January 2013 – December 2015 Supervisor: Casey Froehlich

• Retained customers by identifying needs and offering tailored solutions.

• Minimized loss and maximized profit through effective negotiation and account management.

• Maintained professionalism and composure during escalated calls. Home Maker / Independent Contractor

LiveOps January 2008 – December 2011

• Managed household responsibilities while performing remote customer service and call-handling tasks.

EDUCATION

Aurora Christian Academy — Aurora, CO American Schools — Chicago, IL SKILLS

• Customer Service Excellence

• Conflict Resolution

• High-Volume Call Handling

• Health Insurance Enrollment

• Online Banking Support

• Account Management

• Negotiation

• Technical Troubleshooting (PC, phone, tablet)

• Strong Communication Skills

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