Fhem

About

My name is Felma, and I bring over six years of experience as a Customer Service Representative and Customer Advocate Specialist. In my previous roles, I acted as the primary liaison between customers and service providers, ensuring clear communication and timely, effective resolutions. I have managed sensitive cases involving financial arrangements and family or domestic violence situations, always advocating for customer rights with empathy, professionalism, and care. I am experienced in developing tailored solutions to address customer concerns, coordinating with relevant departments, and handling escalations. Especially for customers in crisis while ensuring their needs are met efficiently. My background includes managing a wide range of service requests such as payments, refunds, billing enquiries, alternative payment arrangements, and solar-related concerns. I am also proficient in CRM tools including Salesforce and Zendesk, which I use to effectively track and resolve cases. I’m genuinely excited about this opportunity because it aligns with my passion for customer service. I see it as a great chance to continue growing professionally while contributing positively to your team and delivering meaningful support to customers. Customer advocate with 6+ yrs turning complex, sensitive cases into clear solutions; empathetic, resilient, results-driven.

Skills

Work Experience