Felicia Calloway
Philadelphia
Summary
Results-driven Customer Service Representative remote, onsite with 10+ years of experience in Communication. All transferable Skill Quickly resolving customer issues while maintaining calm, patience, and confidence, ensuring a smooth and efficient process. Listening attentively to customer concerns, offering tailored solutions, and guiding them to the best possible outcome. Handling inbound customer calls, chats, and emails with professionalism, empathy, and a focus on creating positive, personal connections in every interaction. Proficient in Microsoft Excel and skilled in crisis management, case management, and litigation. Proven track record of providing exceptional interpersonal skills and communication.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Internal Revenue Service
Philadelphia
11.2021 - Current
- Company Overview: Internal Revenue Service small business & self employed department SBSE
- Over seeing data systems, navigating systems Handling inbound customer calls, chats, and emails with professionalism, empathy, and a focus on creating positive, personal connections in every interaction
- Handling high revenue difficult tax documents, Business tax, payroll and wage
- Engaging and Enhancing interpersonal contacts, sincerely interest in the welfare tax law
- Well-organized efficient worker, who is honest, friendly and possesses outstanding communication skills
- Quickly learns policy
- Collaborated with cross-functional teams to define project requirements and deliver actionable recommendations based on data analysis
- By listening carefully to their concerns, empathizing with their needs, and offering creative solutions that aim for one-call resolutions
- Supporting customers in creating new accounts, addressing any issues, and ensuring a memorable experience with our service
- Guiding customers in choosing the right service provider for their needs, ensuring that every interaction is positive and leaves a lasting impression
- Internal Revenue Service small business & self employed department SBSE
Certified Peer Specialist
Community Behavioral Health
11.2019 - Current
- Company Overview: Keystone integrated care team
- Complex care, Outreach One on One engagements with participate to work on goals and independence
- Care Coordination, Outreach
- Peer Specialist managing a caseload of individuals with severe mental health and substance use, while providing intensive peer support and relapse intervention to promote community stability
- Provided direct support and assistance to individuals with mental health challenges as a Certified Peer Specialist
- Facilitated peer-led support groups, promoting a sense of community and fostering emotional wellbeing
- Provided crisis intervention support by utilizing de-escalation techniques and active listening skills
- Supported XX individuals on their journey towards recovery through one-on-one sessions over XX months/years
- Offered guidance and encouragement in navigating daily life challenges, such as housing, employment, education, and relationships
- Keystone integrated care team
Certified Peer Specialist
RHD Resource Human Development
Philadelphia
08.2018 - Current
- Certified Peer Specialist One on One engagements with participate to work on goals and independence
- Helping participate with day to day Activities
- Help with interpersonal skills, travel training, life skills building healthy coping skills
- Coordinating activities and programs to ensure that progress goals are achieved
- WRAP Facilitator
- Utilized personal lived experience to establish rapport and build trust with clients
- Advocated for clients' rights and needs within the mental health system, ensuring access to appropriate resources and services
- Maintained accurate documentation of client interactions, progress notes, and service plans in compliance with confidentiality regulations
- Provided direct support and assistance to individuals with mental health challenges as a Certified Peer Specialist
Receptionist
Gold Mine Properties
Philadelphia
02.2015 - 07.2018
- Received callers at establishment, determined nature of business and directed callers to requested destination
- Obtained caller's name and arranged for appointment with person called
- Accurately and promptly recorded name, time of call, nature of business and person called upon
- Typed memos, correspondence, reports and other documents
- Made future appointments and answered questions from staff and visitors
- Managed a high volume of incoming calls, efficiently routing them to the appropriate departments
- Maintained an organized front desk area, including managing visitor sign-in process and distributing badges
- Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources
- Coordinated travel arrangements for executives, including booking flights, hotels, and transportation
Education
Diploma -
John Bartram High School
Philadelphia, PA01.2004
Skills
- Microsoft Excel
- Crisis Intervention
- Business analysis
- Communication skills
- Project management
- Case Management
- Supervising experience
- Time management
- Addiction Counseling
- Crisis management
- Behavioral Health
- Analysis skills
- Data entry
- Litigation
- Legal drafting
- Mental health counseling
Certification
Certified Peer Specialist Certificate, 06/01/18, 06/01/20
Phone
+1, 2672611243
Personal Information
- Willing To Relocate: Philadelphia, PA
- Authorized To Work: US for any employer
Timeline
Customer Service Representative
Internal Revenue Service
11.2021 - Current
Certified Peer Specialist
Community Behavioral Health
11.2019 - Current
Certified Peer Specialist
RHD Resource Human Development
08.2018 - Current
Receptionist
Gold Mine Properties
02.2015 - 07.2018
Diploma -
John Bartram High School