Felicia Brown

69 North Broadway
White Plains, New York 10603
Cell Phone (914) 882-1419
renee.21025@yahoo.com

CUSTOMER SERVICE REPRESENTATIVE

Energetic, team player with more than 10 years of experience in customer service and call center
telecommunications. Efficient trouble shooter with excellent problem-solving abilities. A strong
professional dedicated to the highest levels of customer satisfaction. Excellent written and verbal
communication skills with an eye for detail. Proven ability to be productive in a high volume, high
stress environment.

SKILLS
• Strong verbal communication
• Office administration
• Exceptional interpersonal skills
• Adapting quality with the changing need
• Good problem solving skills
• Team membership
• High volume workload skills
• Detail oriented, self-starting and target
centric

PROFESSIONAL EXPERIENCE

Family Eligibility/Medical Support Administrator 2007-2009

Randstad Professional/Verizon, Valhalla, NY
• Created medical notes with patient’s information such as, medical condition, treatment, period
of incapacity and healthcare provider information.
• Determined FMLA eligibility status based on employee history
• Retrieved medical information from Hummingbird database, and entered information into ARC
System for accuracy of disability absence
• Processed over 200 cases per week
• Interface daily with medical professionals to verify patient information.

Contract Specialist 2001-2007

TCA Fulfillment Services, New Rochelle, New York
American List Council, Tarrytown, New York
Eltman & Eltman Cooper Inc, New York, NY
Office Team Staffing, White Plains, New York
Contech Staffing System LLC, New Jersey

Customer Service
• Handled a high influx of inbound calls within a dynamic call center environment.
• Managed multiple priorities and maintained effective results in a quota driven workplace.
• Responded to customer inquiries and requests and resolved issues efficiently and
professionally.
• Exercised strong interpersonal communication skills with customers and department
personnel.
• Demonstrated best judgment in the disbursement of adjustments and credits.
• Prepared and processed internet-based, e-mail, postal mail, telephone, and fax orders from
individuals and corporate accounts.
• Trained others in all areas of sales techniques and general office procedures.
 Administrative Services
• Exercised independent judgment, decision-making abilities and high level of confidentiality.
• Collaborated with various levels of management to gather information pertaining to key issues.
• Communicated well with external contacts to properly handle direction of business relations.
• Distributed company literature and follow-up with meeting arrangements as needed.
• Performed administrative and secretarial support functions.

EDUCATION

New Rochelle High School (General Diploma)

COMPUTER SKILLS

PROGRAMS: Microsoft Word, Microsoft Excel, Gold Mine, Lotus Notes

SYSTEMS: People Soft, Same Time, ARC System Hummingbird