1. Felicia Blocker
Union City, GA 30291
feliciablocker@yahoo.com - 678-216-2318 Home 313-629-8219 Cellular
CUSTOMER SERVICE REP / 8 YEARS' EXPERIENCE IN CALL CENTER SETTINGS
Polished, professional customer service rep offering: 8 years of experience providing
customer support in busy call center environments
Objective
Actively seeking a customer service position where Ican secure a position thatwill enable me to use my
strong communication and organizational skills,optimize myproblem -solving skills to contribute in customer
satisfaction,as well as myability to work well with people.
WORK EXPERIENCE
Claims Representative
Sedgwick Claims ManagementServices - Atlanta, GA - May 2016 to Present
Responsible for inputting new claims entering all information accuratelyinto the insurance company's system,
obtains missing information as necessaryand responding to telephone inquiries.Provide assigned claim
adjuster information.
Corporate Travel Coordinator
LesConcierges - Atlanta, GA - October 2015 to May 2016
Responsibilities
Duties include,providing exceptional,high-touch service assisting customers who call in for travel
arrangements,dining,eventplanning,research,luxury purchases,personal service ,and obtain tickets for
events, Provide information aboutfeatures such as shopping,dining,nightlife,and recreational destinations,
Make travel arrangements for sightseeing and other tours.Carry out unusual requests such as searching for
hard-to-find items and arranging services.Provide Program BenefitSupport, delivering on the client value
proposition;process redemption's and statementcredits.
Gallery Host
Hyatt Place - EastPoint, GA - August 2014 to August2015
Responsible for the complete guestexperience with welcoming,helpful and exceptional service,check guests
in and out, and handle cash and creditcard transactions accuratelyand confidently. multitasking,while
maintaining a clean,comfortable and inviting environment.
Driver Helper
Gate Gourmet - Atlanta, GA - November 2013 to May 2014
Duties include responsible for the loading equipmentonto trucks,guiding the driver to various types of aircraft,
and moving equipmentfrom the truck to the aircraft galley, while adhering to safety regulations and customer
guidelines.
Airline Ticket Agent/Customer Service/Baggage Services
Aerotek Staffing - College Park,GA - July 2013 to September 2013
Duties include being responsible for checking passengers'identification.
Accepting and Tagging baggage,printing boarding passes for passengers as they check in, answer questions
and rebook passengers due to canceled or delayed flights.
At Terminal gate counter,organize passenger information,makes announcements.Work with passengers
needing special attention or those waiting for standbytickets or upgrades and board flight.
In the Baggage Claim area of the airline's airportoffice assisting passengers with delayed,lost,or damaged luggage
responsible for filling outforms related to lost,damaged,or unclaimed baggage,and operating the computer s ystem
used for tracking baggage,while being sympathetic and helpful to passengers who have losttheir belongings.
Front Desk Agent
Wyndham Garden Hotel -.- College Park,GA - January 2012 to April 2013
Duties include welcoming guests,register and assign rooms.
Issue room keys or cards to the guests provide information aboutservices available in the hotel. Verify
customers'creditand establish how the customer will payfor the accommodation,promote and sell guest
rooms.Review accounts ofthe guests who checks out, receive paymentfor accounts,balance cash accounts.
Advise housekeeping which rooms have been vacated and are ready for cleaning,keep an inventory of rooms
reservations,and respond to reservation inquiries.
Answer telephones and take messages and handle guestmail,deal with customer complaints or refer
dissatisfied customers to a manager.

2. Wheel Chair Dispatcher
Bags Inc - Atlanta, GA - July 2012 to December 2012
Duties include dispatching wheel chair agents to customers needing assistance getting onboard and off
flights.Coordinate flightschedules with wheelchair agents.
Communicates regularlywith clients and employees,assures all clientrequests are met,and resolving daily
operational issues.Working within tightdeadlines and fill in for wheelchair agents as needed.
Global Reservations Sales and Service Agent
Delta Air Lines - Hapeville,GA - May 2007 to April 2012
Duties include handling incoming phone calls thatinclude booking global itineraries and answering inquiries
from customers.Efficientlyhandle special requests,assistall customers including those with disabilities
using Delta guidelines.Utilize customer service and sales techniques to effectively address customer
needs.Consistentlydeliver a standard-setting productto our customers and maintain statistical excellence in
all areas to supportproductivity goals.Being accountable for all scheduled telephone time to meetservice level
goals.
EDUCATION
Hotel/ Restaurant Management
Henry Ford CommunityCollege - Dearborn,MI
1990 to 1992
Liberal Arts
Alabama State University - Montgomery, AL
1987 to 1988
High School Diploma in College Preparatory
St, Martin De Porres - Detroit, MI
1984 to 1987
SKILLS
Professionalism,Time ManagementSkills,Dependability,Teamwork Skills,Clear Verbal Communication
skills,Computer Skills:Windows,Microsoft,Excel, Problem solving,Flexibility, and Organizational skills,
Windows,Microsoft, Excel, An unwavering commitmentto customer service,with the ability to build
productive relationships,resolve complexissues and win customer loyalty. Strategic-relationship building