Felicita Rosario

Professional with history in remote customer service, skilled at delivering exceptional support and resolving client issues efficiently. Adept at utilizing communication skills and technical proficiency to enhance user experiences and meet organizational goals. Collaborative team player with focus on achieving results and adapting to changing needs.

Developed skills in remote customer service environment, excelling in client relationship management and digital communication. Demonstrated ability to adapt and thrive in changing circumstances, ensuring client satisfaction and retention. Seeking to transition into new field where these transferrable skills can contribute to team success and client engagement.

Professional with strong experience in retail leadership and store operations. Skilled in inventory management, customer service, and conflict resolution. Focused on team collaboration and driving results.

Dependable and adaptable to evolving needs, ensuring smooth store operations.

Remote Customer Service - Remote Customer Service, Remote - New York, NY

(2024-01 - 2025-01)

• Partnered with 16 remote customer service representatives to provide exceptional customer service and support for 400 customers
• Maintained positive relationships with 192 customers of RW via effective communication skills, resolving 88% of problems encountered
• Worked from home and successfully achieved an 85% call closure rate (answered vs. transferred) over 11 months consecutively
• Responded to over 2K emails and phone calls within 48 hours regarding billing, account information, and general inquiries from customers
• Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service
• Increased customer satisfaction by consistently delivering high-quality catering services for various events

Remote Customer Service Rep - Resume Worded - New York, NY

(2024-08 - 2024-12)

Partnered with 16 remote customer service representatives to provide exceptional customer service and support for 400 customers. Maintained positive relationships with 192 customers of RW via effective communication skills, resolving 88% of problems encountered. Worked from home and successfully achieved an 85% call closure rate (answered vs. transferred) over 11 months consecutively.

Responded to over 2K emails and phone calls within 48 hours regarding billing, account information, and general inquiries from customers. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up. Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Telemarketer - American Red Cross - New York, NY

(2023-01 - 2024-07)

• Managed sensitive donor information in compliance with legal and data privacy regulations Ensured accurate dissemination of information regarding American Red Cross activities
• Implemented a new call tracking system, enriching data accuracy and call efficiency by 29%
• Partnered with volunteer management team to assign volunteers to suitable tasks
• Achieved higher client satisfaction by providing excellent customer service and addressing inquiries promptly

FRANKLIN K. LANE EDUCATIONAL CAMPUS (2026-04)