Felicia Rouse

Dedicated and results-driven customer service professional with over 20 years of experience in customer relations, team leadership, operations management, and problem resolution. Skilled in delivering exceptional customer experiences, resolving complex issues, and improving operational efficiency while maintaining high standards of service. Seeking to leverage strong communication, leadership, and analytical skills in a Senior Customer Service Representative role focused on enhancing customer satisfaction, retention, and organizational success.

CUSTOMER CARE REPRESENTATIVE at Anthem, Inc. (2023-11 – Present)

• Manage customer inquiries across multiple systems while maintaining efficiency, accuracy, and professionalism.
• Research and resolve customer concerns by identifying root causes and implementing effective solutions.
• Handle escalated customer complaints and provide timely resolutions to ensure customer satisfaction and retention.
• Support customer retention efforts by educating customers on available services, benefits, and promotional offerings.
• Maintain accurate customer records by updating account information and documenting interactions in accordance with company policies.
• Process customer orders and provide status updates to ensure a positive customer experience.
• Meet and exceed contact center performance metrics related to quality, productivity, and customer satisfaction.
• Communicate customer feedback, trends, and recurring issues to management to support continuous process improvement.
• Adhere to established communication standards, policies, and procedures while delivering exceptional customer service

FOOD SERVICE MANAGER at Morale Welfare and Reform (MWR) (2003-10 – 2023-11)

• Directed daily operations for dining services, ensuring exceptional customer service and operational efficiency.
• Supervised, trained, scheduled, and evaluated staff while fostering a positive and customer-focused work environment.
• Resolved customer concerns promptly and effectively to maintain high levels of satisfaction and service quality.
• Ensured compliance with HACCP, OSHA, health, sanitation, and safety regulations.
• Managed staffing, inventory, payroll, cash reconciliation, production records, and financial reporting.
• Oversaw annual budgeting, planning and cash flow management to support operational goals.
• Coordinated with vendors and suppliers to ensure timely delivery of products and services.
• Monitored food quality, presentation, and portion control standards to maintain customer satisfaction.
• Led cross-functional teams and promoted collaboration to achieve organizational objectives and service excellence.

Advanced Studies Diploma – First Colonial High School

Customer Service Essentials Certificate – Great Learning (2026)