Falecia Underwood
@faleciaunderwood
I support banking members and patients through high-volume service, digital troubleshooting, and care coordination.
United StatesWhat I'm looking for
At OnPath Federal Credit Union, I handle up to 100 member calls a day and was recognized with the highest performer award. I help members address financial needs while delivering dependable, customer-focused support.
I've also supported online and mobile banking by troubleshooting tools such as Zelle and banking apps through phone, chat, and email. I educate members, encourage digital product adoption, identify financial needs, and follow security protocols.
Earlier, I led frontline teams at Aramark and supported patients at West Jefferson Medical Center and West Jeff Hospital. My background includes scheduling, staff training, patient advocacy, healthcare navigation, EMR documentation, and coordinating care.
Experience
Work history, roles, and key accomplishments
Contact Center Representative
OnPath Federal Credit Union
Dec 2021 - Present (4 years 9 months)
Handles up to 100 calls daily to assist members with financial needs. Awarded highest performer for the year.
Digital Experience Advocate
OnPath Federal Credit Union
Dec 2021 - Dec 2023 (2 years)
Provides technical support and education for online/mobile banking via phone, chat, and email. Troubleshoots digital tools, drives product adoption, and ensures compliance with security protocols.
Supervisor
Aramark
May 2018 - Dec 2021 (3 years 7 months)
Oversees daily front-line operations, managing staff schedules, training, and performance. Controls labor and inventory costs, implements safety protocols, and handles customer issues.
Patient Advocate
West Jefferson Medical Center
Jan 2014 - May 2018 (4 years 4 months)
Managed HCAHPS scores for the hospital, ensuring patient satisfaction and reporting discrepancies. Achieved the highest score in the region.
Health Navigator
West Jefferson Medical Center
Jun 2013 - May 2018 (4 years 11 months)
Guides patients through the healthcare system, assisting with screening, diagnosis, treatment, and follow-up. Acts as a liaison between patients and providers, reducing barriers to care.
Personal Assistant
Family Resource Agency
Jan 2010 - Jun 2013 (3 years 5 months)
Provided daily care including vital signs, blood sugar monitoring, meal preparation, and hygiene. Accompanied patients to doctor visits and wrote daily reports.
Retail Assistant Manager
Rainbow Shops
Apr 2009 - Jul 2012 (3 years 3 months)
Managed daily banking deposits, opened and counted registers, and oversaw store layout. Supervised about five employees and prepared end-of-night reports.
Education
Degrees, certifications, and relevant coursework
Higgins High School
High School Diploma, General Studies
Completed high school education.
Delgado Community College
High School or Equivalent, General Studies
2017 - 2020
Pursued upper secondary education at Delgado Community College from 2017 to 2020.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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