Felicia Samuel-Myers
Columbia
Summary
Detail-oriented customer service professional with a strong focus on problem-solving and effective communication. Committed to enhancing customer satisfaction through efficient complaint resolution and streamlined processes.
Overview
6
6
years of professional experience
Work History
Eligibility Specialist
SCDSS
Columbia
01.2026 - 04.2026
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Utilized various software and tools to streamline processes and optimize performance.
- Completed day-to-day duties accurately and efficiently.
Customer Service Representative
Conduent
Columbia
03.2025 - 04.2025
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with inquiries and effectively resolved issues, contributing to overall customer satisfaction.
- Resolved customer problems with knowledgeable and friendly service, promoting high satisfaction levels.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a friendly and professional demeanor during all interactions.
- Utilized CRM software to track customer interactions.
- Maintained detailed records of customer interactions and transactions to support future service improvements.
- Promoted available products and services to customers during service, account management and order calls.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Store Manager
TitleMax
Lexington
05.2022 - 10.2024
- Managed daily store operations and ensured compliance with company policies.
- Developed strategies to maximize sales and profitability.
- Implemented marketing strategies to promote products and increase sales.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Handled customer inquiries and resolved issues promptly and effectively.
- Resolved customer complaints in a timely manner.
- Assisted in financial reporting and maintained accurate cash handling procedures.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Prepared monthly reports on sales figures, expenses, profits.
- Ensured compliance with safety regulations and company policies.
Assistant Store Manager
Security Finance, Financial Services
West Columbia
01.2023 - 05.2023
- Assisted in daily store operations and ensured compliance with company policies.
- Resolved customer inquiries and complaints to improve overall satisfaction levels.
- Oversaw daily cash handling procedures and reconciled discrepancies.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Ensured compliance with all safety regulations throughout the store premises.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
Phone Banker 1
Wells Fargo
Columbia
09.2020 - 11.2021
- Answered incoming calls from customers, providing customer service and resolving customer inquiries.
- Assisted customers with account inquiries and transaction requests.
- Processed deposits, withdrawals, and transfers accurately and efficiently.
- Educated clients on banking products and services to meet their needs.
- Resolved customer issues through effective communication and problem-solving.
- Maintained accurate records of customer interactions and transactions.
- Followed compliance regulations to ensure secure banking operations.
- Utilized banking software for managing accounts and processing transactions.
- Explained various banking products such as credit cards, loans, mortgages and investments to potential customers.
- Resolved disputes between customers and banks while keeping up with the latest regulations governing financial institutions.
- Navigated multiple computer systems and applications and utilized search tools to find customer information.
- Processed payments over the phone using secure payment methods.
- Verified customer identity according to bank policy prior to processing any transaction requests.
- Provided complaint resolution through root cause analysis and service recovery to retain existing clients and increase customer satisfaction.
- Empowered customers with knowledge to independently navigate bank systems and online tools to get common answers and process basic transactions.
- Matched members to products and services meeting current needs and expected lifestyle changes.
- Developed strong relationships with clients by responding to their questions and concerns in a timely manner.
- Identified customer needs and referred them to appropriate departments or resources for further assistance.
Education
GED -
Irmo High School
Irmo, SC04-2015
Some College (No Degree) - Criminal Justice
Piedmont Technical College
Greenwood, SC07-2026
Skills
- Regulatory compliance
- Data entry
- Customer service
- Problem solving
- Time management
- Relationship building
- Interpersonal communication
Timeline
Eligibility Specialist
SCDSS
01.2026 - 04.2026
Customer Service Representative
Conduent
03.2025 - 04.2025
Assistant Store Manager
Security Finance, Financial Services
01.2023 - 05.2023
Store Manager
TitleMax
05.2022 - 10.2024
Phone Banker 1
Wells Fargo
09.2020 - 11.2021
GED -
Irmo High School
Some College (No Degree) - Criminal Justice
Piedmont Technical College