Felicia A. Whitten
Cell Number (646) 895-0208 | Email Address felicia.whitten@hotmail.com

PROFESSIONAL EXPERIENCE:
Grant Associates, New York, NY
Timekeeping Manager (CareerAdvance Manhattan and Bronx locations) 01/2018-07/2024
• Managed a team of 10, conducting interviews, hiring, training, and development to meet evolving business needs, demonstrating leadership and supervisory skills relevant to a customer-facing team environment.
• Successfully transitioned the department to a remote work environment, enhancing cross-collaboration and process efficiency, showcasing adaptability and project management skills necessary for success in a fast-paced, technology-driven customer service role.
• Evaluated documentation for errors, thoroughness, and validity to maintain high data quality standards, highlighting attention to detail and commitment to quality assurance in customer interactions and record-keeping.
• Performed high-volume data entry (min. 800 records/day) with strong attention to detail, demonstrating technical aptitude and efficiency in navigating internal systems.
• Provided discretionary customer support, ensuring attendance coverage, showcasing customer service skills and a focus on positive customer experiences.
• Facilitated weekly team meetings to promote feedback and continuous improvement, highlighting strong communication and collaboration skills essential for partnering with various departments.
• Developed and presented a workshop on mock interviewing to enhance team skills, showcasing training and development capabilities that could be applied to onboarding and knowledge-sharing within a customer solutions team.
• Participated in multi-site audits of customer data and documentation for our funder, demonstrating ability to analyze situations, investigate problems, and provide strategic solutions while ensuring customer data integrity.

Indexing Specialist 04/2017-01/2018
• Conducted quality assurance of documentation and system data, ensuring accuracy and demonstrating QA skills that would enhance the customer experience through accurate and up-to-date information.
• Communicated with multiple departments to resolve document data and quality issues, highlighting problem-solving and collaboration skills necessary for partnering with cross-functional teams.
• Submitted documentation to HRA via Laserfiche, demonstrating technical aptitude with software systems, and showcasing the ability to learn and use new systems

Timekeeping Specialist 05/2016-04/2017
• Provided clear guidance on company policies and procedures, showcasing strong communication and customer service skills that would lead to excellent customer experiences.
• Directed clients to appropriate departments to assist with their needs, demonstrating problem-solving and customer focus that would enhance customer loyalty.
• Maintained accurate and timely records via Salesforce and DTS CRM systems, highlighting technical skills and attention to detail that would be applied to navigating internal systems and ensuring order status updates.
• Assisted customers with concerns and questions, showing empathy and providing support, showcasing customer service and interpersonal skills that would foster a positive and professional environment.

Ovation Travel Group, New York, NY 07/2014-10/2015
Corporate Travel Consultant
• Interacted with customers via telephone and email to understand their reservation needs, providing friendly, efficient, and accurate solutions to enhance customer loyalty and sales.
• Utilized Sabre GDS to research availability and make reservations, demonstrating technical aptitude and problem-solving skills that would be applied to navigate internal systems efficiently.
• Researched and suggested alternative travel options, showcasing customer service and a solution-focused mindset
• Contacted hotels and airlines for reservation information, highlighting strong communication and interpersonal skills that would foster a team-oriented environment.

Dial 7 Car and Limousine Service, New York, NY 07/2011-10/2014
Telephone Operator/Volunteer Shop Steward
• Made reservations in a call center environment using the ALEPH booking system, showcasing experience in a fast-paced, customer service-focused environment that would translate to meeting the demands of a customer solutions role.
• Addressed customer inquiries via telephone, demonstrating strong communication and customer service skills that would provide an excellent customer experience.
• Quoted price estimates for trips within the United States, showcasing problem-solving and attention to detail that would ensure accurate and up-to-date information for customers.
• Represented shift during conflict resolution sessions and annual contract negotiations, highlighting leadership, collaboration, and negotiation skills that would be applied to partnering with various departments and resolving customer issues.

BB King Blues Club and Lucille’s Grill, New York, NY 05/2008-08/2010 Customer Service Representative/Ticket Agent
• Corresponded with customers (via phone and in-person) about event availability, showcasing strong customer service and communication skills that would enhance the customer experience.
• Processed ticket sales using Ticketmaster, handling cash/credit transactions and sales reports, demonstrating technical aptitude and attention to detail that would be applied to navigating internal systems and ensuring sales growth.
• Maintained accurate cash bank and revenue during shifts, highlighting responsibility and attention to detail that would ensure customer data integrity and accuracy in order status updates