Felicity Bernhagen
Clinton
Summary
Qualified Customer Insights Analys with solid background in analysis and problem-solving. Proven track record of identifying inefficiencies and implementing solutions that improve operational performance. Demonstrated ability to leverage data analytics and strong communication skills to drive strategic initiatives.
Overview
13
13
years of professional experience
Work History
Coordinator II, Wholesale Sales Support
Pilot
07.2023 - Current
- Provide dynamic support to wholesale fuel customers
- Execute and analyze weekly and monthly reports for customers and sales alignment
- Developed customer relationship through problem solving of any customer inquiries and building rapport by managing back office solutions
- Manage back office teams to ensure excellent customer service and highest profitability for sales goals
- Actively support around 800 customers in current sales alignment
- Spearheading customer survey project to gain insightful customer feedback to help boost profitability and enhance the customer experience
- Collaborated cross-functionally during User Acceptance Training (UAT) for our new customer portal, developed comprehensive training resources, and captured customer feedback to support iterative enhancements
- Championed the voice of the customer internally, working closely with other departments to address concerns and find opportunities for improvement.
Tier 2 Support Specialist/ Workforce Analyst
Altard State
02.2022 - 07.2023
- Lead and oversee the management of guest emails for all five brands, consistently meeting the set Service Level Agreement (SLA) of 4 hours while ensuring optimal guest engagement.
- Demonstrate proficiency in conducting thorough order reviews in the fraud system, promptly identifying and rejecting suspicious orders, while efficiently and accurately handling chargeback disputes, as well as PayPal and Klarna disputes
- Spearhead the effective management and maintenance of orders in our order management system and Meta Commerce Manager, streamlining order processing and enhancing customer fulfillment.
- Generate comprehensive weekly operational reports to evaluate staffing requirements and provide management with up-to-date Key Performance Indicators (KPIs) for informed decision-making
- Supervise queue management and daily operations to ensure strict adherence to SLA goals, delivering exceptional guest assistance and maintaining an abandoned rate below 3% throughout the week, thereby optimizing customer satisfaction
- Owned follow-up communications for NPS survey responses and collaborated with internal teams to identify, escalate, and resolve recurring issues
- Served as an advocate for the voice of the customer within the organization, driving continuous improvement initiatives in response to feedback received.
Loan Processor 2.0
Vanderbilt Mortgage and Finance
08.2021 - 02.2022
- Facilitated efficient loan application processing by initiating applications and maintaining consistent communication with customers, ensuring timely progress throughout the process.
- Conducted comprehensive verification of income and employment history by leveraging third-party systems and directly contacting employers, ensuring an accurate assessment of applicants' financial stability.
- Skillfully calculated and verified applicants' income to establish a reliable basis for loan evaluation, maintaining precision in the financial assessment process
- Assured compliance with company and federal standards by meticulously auditing loan files, while also ensuring meticulous documentation for each loan application, adhering to regulatory requirements
Contract Specialist
TeamHealth
07.2019 - 08.2021
- Demonstrated proficiency in drafting contracts in compliance with facility standards for multiple facilities across the southeast, specializing in both emergency and hospital medicine, ensuring accurate and comprehensive agreements
- Assumed responsibility for monthly maintenance of provider contracts, meticulously reviewing and validating information to ensure accurate and timely payment for clinicians, while proactively resolving any issues that may arise
- Cultivated strong collaborative relationships with other departments within provider services, fostering seamless transitions for clinicians and collaborating to identify and resolve operational challenges, resulting in improved efficiency and satisfaction.
- Accurately collected, verified, and entered pertinent information into the system to facilitate prompt and accurate payment to providers through their respective corporations, ensuring smooth financial transactions
Men's Sales Associate
Belk Department Store
10.2018 - 07.2019
Deputy Clerk
Seminole County Clerk of Court and Comptroller
04.2018 - 10.2018
Team Lead/Trainer
Convergys Corporation
11.2015 - 04.2018
Sales Lead
Bath & Body Works
04.2015 - 11.2015
Assistant Manager
Gymboree
10.2012 - 04.2015
Education
Florida Standard HS Diploma -
Lake Howell High School
Associate of Arts Degree - undefined
Seminole State College of Florida
Skills
- Data Management
- Microsoft Windows & MacOS
- E-Commerce Platforms
- Customer engagement
- Oracle
- Performance metrics reporting
- Salesforce proficiency
- Strategic issue resolution
- Microsoft Office
- Data Entry
- Operations Management
- Analytical problem-solving
- Team leadership
- Effective decision-making under pressure
- Attention to detail
- Excellent Communication
- Tableau
- PDI
- Experience with SAP Ariba solutions
- Smartsheets
- Qualtrics expertise
- Experience with Verint solutions
PROFESSIONAL ATTRIBUTES
- Exceptional communication skills, adept at providing prompt feedback and escalating issues effectively within the Digital department, while promptly responding to customer inquiries via email, messaging, chat, and phone, and efficiently finding timely solutions to problems
- Possessing an in-depth understanding of UPS (United Parcel Service) operations and processes, along with a comprehensive knowledge of shipping requirements, including customs regulations for international shipments to Canada and APO/FPO boxes
- High level of proficiency in leveraging Zendesk and its suite of products, including Fresh Caller, Fresh Chat, and the ticketing system Fresh Works, excel in efficiently managing customer support queries and delivering effective resolutions through these powerful platforms
- Exhibiting a strong proficiency in meticulously documenting customer interactions, provided solutions, and pertinent details, possess the ability to generate meaningful reports, identify trends, propose process enhancements, and make valuable contributions to the continuous improvement of customer support services
- Demonstrate success in holding leadership positions and effectively overseeing teams of up to 30 individuals, showcasing my ability to lead and manage diverse groups toward achieving goals
- Extensive experience in overseeing and directing teams, ensuring efficient task delegation, clear communication, and fostering a collaborative work environment for optimal productivity and results
Timeline
Coordinator II, Wholesale Sales Support
Pilot
07.2023 - Current
Tier 2 Support Specialist/ Workforce Analyst
Altard State
02.2022 - 07.2023
Loan Processor 2.0
Vanderbilt Mortgage and Finance
08.2021 - 02.2022
Contract Specialist
TeamHealth
07.2019 - 08.2021
Men's Sales Associate
Belk Department Store
10.2018 - 07.2019
Deputy Clerk
Seminole County Clerk of Court and Comptroller
04.2018 - 10.2018
Team Lead/Trainer
Convergys Corporation
11.2015 - 04.2018
Sales Lead
Bath & Body Works
04.2015 - 11.2015
Assistant Manager
Gymboree
10.2012 - 04.2015
Associate of Arts Degree - undefined
Seminole State College of Florida
Florida Standard HS Diploma -
Lake Howell High School