Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Felicia Ladd

Sharon

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. I have a strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

5
5
years of professional experience

Work History

Coordinator of Member Engagement

Signify Health
Remote
08.2024 - Current
  • Educated customers about products and services offered by the company.
  • Adhered to organizational policies and procedures related to appointment scheduling.
  • Provided assistance with additional tasks as needed or requested by management.
  • Generated daily reports on the number of booked, canceled, rescheduled appointments.
  • Provided clear instructions to patients regarding their upcoming visits.
  • Maintained accurate records of patient appointments in computer system.
  • Answered incoming calls from potential new patients and existing patient inquiries.

ERS Customer - Advocate II

AAA Auto Club Group
Remote
03.2022 - 03.2024
  • Responded to many daily requests for information.
  • Developed strong relationships with customers by providing timely responses and solutions.
  • Researched problems with benefits, accounts, and services with speed and accuracy.
  • Ensured compliance with safety regulations and company policies.
  • Coordinated with other dispatchers to ensure efficient delivery schedules were met.
  • Updated records of driver locations, delays, and cancellations.
  • Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
  • Monitored changes in delivery schedule and communicated changes to customers.

Customer Service Representative

Bank of America
Remote
10.2020 - 12.2022
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Updated databases with new and modified customer data.
  • Answered inbound calls, chats and emails to facilitate customer service.

Education

GED -

Waubonsee Community College
Sugar Grove, IL
04-2005

Some College (No Degree) - Business

National American University
Rapid City, SD

Skills

  • Customer relationship management
  • Appointment scheduling
  • Communication skills
  • Reporting and documentation
  • Time management
  • Conflict resolution
  • Interpersonal skills
  • Active listening
  • Member engagement
  • Attention to detail
  • Data entry

References

References available upon request.

Timeline

Coordinator of Member Engagement

Signify Health
08.2024 - Current

ERS Customer - Advocate II

AAA Auto Club Group
03.2022 - 03.2024

Customer Service Representative

Bank of America
10.2020 - 12.2022

GED -

Waubonsee Community College

Some College (No Degree) - Business

National American University

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Felicia Ladd