FELECIA AUSTIN
Jonesboro
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Seasonal Supervisor
Results Customer Solutions
12.2023 - Current
- Oversaw daily operations of my assigned agents, ensuring smooth workflow and timely completion of tasks.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Monitored workflow to improve employee time management and increase productivity.
- Handled customer complaints and resolved issues according to company policy
- Learned and adapted quickly to new technology and software applications.
- Collected, arranged, and input information into database system.
Seasonal Supervisor
Results Customer Solutions
09.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assist Members with placing orders for OTC items through Walmart as well as assisting with any issues or concerns regarding their Healthy Benefits
- Assist clients preparing tax returns with H&R Block product knowledge as well as refund information.
- Assisted Medicaid, HARP, Essential Plan and Metal-Level plan members with the eligibility and benefit information. Assisted members and providers with claims status as well as prior authorization status and requests.
- Provided proper and accurate documentation for all calls.
Loan Opener
Parkside Lending
11.2020 - 05.2021
- Review loan applications to ensure accuracy and completeness of required data and notify broker / processor, broker services representative and account executive by e-mail of missing documentation or incomplete information
- Split loan packet into appropriate categories on LQB system
- Utilize OCR to complete necessary fields
- Assisted with sending out appraisals to borrowers
Concierge
Gardens of Fayetteville
09.2017 - 10.2020
- Addressed and welcomed residents, family members and guests daily in an upbeat and friendly manner
- Provided bookkeeping of important files
- Directed clients to appropriate personnel to address concerns, resolve complaints, or answer account-related questions
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment
- Managed clerical needs of company employees, including copying, faxing and file management.
Education
Associate of Arts - Fashion Merchandising
Santa Ana College
Santa Ana, CA2017
High School Diploma - General Education
Buena Park High School
Buena Park, CA2008
Skills
- Able to grasp new concepts quickly
- Detailed oriented
- Trained in Salesforce
- Proficient in Microsoft Office, Data Entry, Excel, G-mail, Outlook and Microsoft Edge
- Client Relationships
- Call Documentation Skills
Timeline
Seasonal Supervisor
Results Customer Solutions
12.2023 - Current
Seasonal Supervisor
Results Customer Solutions
09.2021 - Current
Loan Opener
Parkside Lending
11.2020 - 05.2021
Concierge
Gardens of Fayetteville
09.2017 - 10.2020
Associate of Arts - Fashion Merchandising
Santa Ana College
High School Diploma - General Education
Buena Park High School
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