Felicia Singleton
Director of Customer Service and Key Accounts at AIRGAS- Claim this Profile
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Bio
Clyde Peacock
I had the pleasure and good fortune of having Felicia in my support organization as a customer call center supervisor for more than three years. During the time we worked together, Felicia demonstrated that she is the consummate professional. Felicia exhibits a tremendous mix of leadership skills, technical competencies and personal values that she applies to achieve consistently outstanding results. Felicia sets very high performance and quality standards for herself and strives to achieve those. By doing so, and leading by example, she quickly earns the respect of her subordinates, colleagues and customers and becomes recognized as a leader. Felicia truly understands and depicts what customer service is about. I believe she will be an invaluable asset and help bring success to any organization.
Lakeisha Smith
October 19, 2010 To Whom It May Concern: It is with great pleasure and enthusiasm that I am writing to endorse Felicia Singleton’s application to your company. For over four years, Felicia Singleton was my supervisor. I hope my perspective will be helpful to you as you evaluate this exceptional candidate. During the time I have known Felicia, she has distinguished herself as a conscientious and energetic person. She is a self -starter who works well with anyone whom she comes in contact with. I have enormous respect for her motivation and work ethic. She has an intense desire to learn and improve herself. She is very fast at learning new and challenging projects. A Supervisor position is ideally suited to Felicia’s needs and talents. It’s a position well suited for her needs and desires. She will be coming to you with the qualities of genuineness, intelligence, and integrity. She will also bring her interest and love of people. Just as importantly, she would come with an enthusiasm for learning and networking, as well as a resolute desire to understand new theories and ideas and teach them to others. It is exciting to think of the ways in which she might contribute to your company. I urge you to carefully consider Felicia who is, quite simply, the most remarkable leader I have ever met. Sincerely, Lakeisha Smith 727- 735-2530
Clyde Peacock
I had the pleasure and good fortune of having Felicia in my support organization as a customer call center supervisor for more than three years. During the time we worked together, Felicia demonstrated that she is the consummate professional. Felicia exhibits a tremendous mix of leadership skills, technical competencies and personal values that she applies to achieve consistently outstanding results. Felicia sets very high performance and quality standards for herself and strives to achieve those. By doing so, and leading by example, she quickly earns the respect of her subordinates, colleagues and customers and becomes recognized as a leader. Felicia truly understands and depicts what customer service is about. I believe she will be an invaluable asset and help bring success to any organization.
Lakeisha Smith
October 19, 2010 To Whom It May Concern: It is with great pleasure and enthusiasm that I am writing to endorse Felicia Singleton’s application to your company. For over four years, Felicia Singleton was my supervisor. I hope my perspective will be helpful to you as you evaluate this exceptional candidate. During the time I have known Felicia, she has distinguished herself as a conscientious and energetic person. She is a self -starter who works well with anyone whom she comes in contact with. I have enormous respect for her motivation and work ethic. She has an intense desire to learn and improve herself. She is very fast at learning new and challenging projects. A Supervisor position is ideally suited to Felicia’s needs and talents. It’s a position well suited for her needs and desires. She will be coming to you with the qualities of genuineness, intelligence, and integrity. She will also bring her interest and love of people. Just as importantly, she would come with an enthusiasm for learning and networking, as well as a resolute desire to understand new theories and ideas and teach them to others. It is exciting to think of the ways in which she might contribute to your company. I urge you to carefully consider Felicia who is, quite simply, the most remarkable leader I have ever met. Sincerely, Lakeisha Smith 727- 735-2530
Clyde Peacock
I had the pleasure and good fortune of having Felicia in my support organization as a customer call center supervisor for more than three years. During the time we worked together, Felicia demonstrated that she is the consummate professional. Felicia exhibits a tremendous mix of leadership skills, technical competencies and personal values that she applies to achieve consistently outstanding results. Felicia sets very high performance and quality standards for herself and strives to achieve those. By doing so, and leading by example, she quickly earns the respect of her subordinates, colleagues and customers and becomes recognized as a leader. Felicia truly understands and depicts what customer service is about. I believe she will be an invaluable asset and help bring success to any organization.
Lakeisha Smith
October 19, 2010 To Whom It May Concern: It is with great pleasure and enthusiasm that I am writing to endorse Felicia Singleton’s application to your company. For over four years, Felicia Singleton was my supervisor. I hope my perspective will be helpful to you as you evaluate this exceptional candidate. During the time I have known Felicia, she has distinguished herself as a conscientious and energetic person. She is a self -starter who works well with anyone whom she comes in contact with. I have enormous respect for her motivation and work ethic. She has an intense desire to learn and improve herself. She is very fast at learning new and challenging projects. A Supervisor position is ideally suited to Felicia’s needs and talents. It’s a position well suited for her needs and desires. She will be coming to you with the qualities of genuineness, intelligence, and integrity. She will also bring her interest and love of people. Just as importantly, she would come with an enthusiasm for learning and networking, as well as a resolute desire to understand new theories and ideas and teach them to others. It is exciting to think of the ways in which she might contribute to your company. I urge you to carefully consider Felicia who is, quite simply, the most remarkable leader I have ever met. Sincerely, Lakeisha Smith 727- 735-2530
Clyde Peacock
I had the pleasure and good fortune of having Felicia in my support organization as a customer call center supervisor for more than three years. During the time we worked together, Felicia demonstrated that she is the consummate professional. Felicia exhibits a tremendous mix of leadership skills, technical competencies and personal values that she applies to achieve consistently outstanding results. Felicia sets very high performance and quality standards for herself and strives to achieve those. By doing so, and leading by example, she quickly earns the respect of her subordinates, colleagues and customers and becomes recognized as a leader. Felicia truly understands and depicts what customer service is about. I believe she will be an invaluable asset and help bring success to any organization.
Lakeisha Smith
October 19, 2010 To Whom It May Concern: It is with great pleasure and enthusiasm that I am writing to endorse Felicia Singleton’s application to your company. For over four years, Felicia Singleton was my supervisor. I hope my perspective will be helpful to you as you evaluate this exceptional candidate. During the time I have known Felicia, she has distinguished herself as a conscientious and energetic person. She is a self -starter who works well with anyone whom she comes in contact with. I have enormous respect for her motivation and work ethic. She has an intense desire to learn and improve herself. She is very fast at learning new and challenging projects. A Supervisor position is ideally suited to Felicia’s needs and talents. It’s a position well suited for her needs and desires. She will be coming to you with the qualities of genuineness, intelligence, and integrity. She will also bring her interest and love of people. Just as importantly, she would come with an enthusiasm for learning and networking, as well as a resolute desire to understand new theories and ideas and teach them to others. It is exciting to think of the ways in which she might contribute to your company. I urge you to carefully consider Felicia who is, quite simply, the most remarkable leader I have ever met. Sincerely, Lakeisha Smith 727- 735-2530
Experience
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AIRGAS
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Argentina
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Retail
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1 - 100 Employee
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Director of Customer Service and Key Accounts
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Jan 2022 - Present
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Customer Service Manager
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Sep 2013 - Present
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Customer Support/Order Dispatch Supervisor
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Jun 2012 - Present
Responsible for overseeing all processes and procedures for departmental employees, which include on-going training and coaching staff for education of intermediate employees, assistance in coordination of work process flows, and informational support. Facilitates employee training and development initiatives to demonstrate accountability and responsiveness to the needs of our internal and external customers. Provide Quality Monitoring to ensure staff is achieving department expectations, Monthly scorecards to track monthly productivity. Staffing, employee performance management, discipline, coaching and counseling, and policy application resource allocation and effective communication with internal and external customers. Compile call metrics and statistical data for ongoing department and associate evaluation. Oversee department goals; meet with team monthly to review performance, Monthly Inbound calls, Monthly Outbound calls, Total open / closed problems, and Monitors call volume using Mitel Real Time Reporting to ensure that the department is meeting Service Level, Goal, Call Acceptance and ASA (Average Speed of Answer). Average Quality Evaluation score and Monthly Adherence. Create and update schedules in Workforce scheduling. Provides resolution of interdepartmental issues, Assist with customer escalation calls, Assist with writing Business Unit Reviews for Call Center. Interview and hire all potential candidates, and represent call center in company projects.Participates in educational programs and in-house meetings on product information and new procedures
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Call Center Supervisor
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Oct 2010 - Present
Direct and delegate the activities of the CSR staff to ensure complete and efficient customer service. Assist in the development of the customer service team through observation and coaching. Evaluate performance and production goals of customer service representatives. Communicate and implement performance standards, and departmental operating policies. Oversee department goals; meet with team monthly to review performance and conduct annual performance reviews. Lead role in the on-boarding and continued training of new customer service staff, as well as ongoing training for existing staff. Supervise Team Lead and 30 line level employees including scheduling, time management and performance Quality Monitoring. Provide resolution of interdepartmental issues. Handle escalated calls. Monitor call volume using Real Time Reporting to ensure that the department is meeting the Service Level Goal, Call Acceptance and ASA (Average Speed of Answer). Create Standard Operating Procedures. Assist with writing Business Unit Reviews for Call Center. Interview and hire all potential candidates. Participate in educational programs and in-house meetings on product information and new procedures. Oversee all processes and procedures for departmental employees. Assist in coordination of work process flows, and informational support. Compile call statistics and review material for department Manager.
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Verizon Business
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Call Center Supervisor
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Apr 2002 - Dec 2009
Supervisor for Konica Minolta Business Systems call center operations as a liaison between clients, supervisors, and call center employees. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Review call center statistics to measure staff performance and the need for improvement. Coordinate the interviewing, hiring and training of over 35 customer service representatives. Monitor interaction between staff and callers to ensure quality assurance standards. Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
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Danka Office Imaging
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IT Services and IT Consulting
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100 - 200 Employee
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Customer Service Representative
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Nov 1997 - Dec 2002
.Provided quality customer service within a high volume customer service center (Danka Office Imaging). Accurately and efficiently input data in customer accounts. Kept apprised of products, services, promotions and warranties. Responded to customer calls and inquiries regarding product orders, warranty issues, etc. Expedited and facilitated the escalation of customer service issues. Provided sales information and responsible for coordinating support with other Danka team members. .Provided quality customer service within a high volume customer service center (Danka Office Imaging). Accurately and efficiently input data in customer accounts. Kept apprised of products, services, promotions and warranties. Responded to customer calls and inquiries regarding product orders, warranty issues, etc. Expedited and facilitated the escalation of customer service issues. Provided sales information and responsible for coordinating support with other Danka team members.
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Education
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Bethune Cookman University
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Gibbs Senior High
Community
