Berta Felix

Support Agent II @ Renaissance Learning

About

Berta is a passionate professional with a unique blend of experience in both education and healthcare. She is driven to improve outcomes and build meaningful connections, always focused on helping organizations reach their goals. With a strong understanding of the challenges these fields face, Berta creates tailored solutions that make a real impact. A lifelong learner at heart, Berta loves using technology to elevate both education and patient care. She thrives in fast-paced environments and excels at listening to people—whether it’s customers, patients, or colleagues—to truly understand their needs. As a self-starter, Berta is always excited to share innovative ideas and resources that improve experiences for everyone involved. Above all, Berta is motivated by her desire to help others, solve problems, and create positive change. Her goal-oriented mindset and exceptional communication skills make her a standout asset to any organization in education or healthcare.

Country

United States

City

Grove City

Industry

Health, Wellness & Fitness

Skill

Cross-team Collaboration, Empathy & Compassion, Goal-Oriented, Outbound Sales, TherapyNotes, Electronic Medical Record (EMR), Multitasking, Zoom Contact Center System, Customer Support, Problem Solving, Voice of the Customer, Customer Engagement, Time Management, Customer Retention, Customer Experience, Entrepreneurship, Client Relationship Strengthening, Transportation, Slack, Software Documentation

Experience

Support Agent II

Renaissance Learning

2025-6 - Present · 1 yr 4 mos

United States

Customer Support Specialist

Discovery Education

2023-5 - 2024-12 · 1 yr 8 mos

North Carolina, United States

• Authored detailed internal and external documentation to improve knowledge sharing and empower customers with self-service solutions. • Collaborated with internal teams to ensure continuous improvement in processes and better alignment with customer needs. • Delivered technical leadership and support across multiple communication channels, ensuring prompt resolution of customer issues related to product usability and functionality.

Nanny

N/A

2021-2 - 2023-4 · 2 yrs 3 mos

Jupiter, Florida, United States

• Developed strong communication with families to ensure smooth scheduling and manage changes or cancellations effectively. • Streamlined scheduling and operational processes for multiple families, creating workflows that improved efficiency and minimized scheduling errors. • Supported team members by providing guidance on handling customer inquiries and addressing urgent needs

Customer Success Certification (Training Program)

SV Academy

2021-6 - 2021-6 · 1 mo

San Francisco, California, United States

• Selected in the top 2% of applicants for a program offered to high-potential individuals preparing for a CS role in SaaS • Rigorously trained (300+ hours) and assessed on Customer Success skills by instructional coaches and industry professionals EQ: cultivating empathy, growth mindset, coachability, overcoming rejection, time management, prioritization • CS workflow: the customer journey; human-centered customer engagement; practical experience with data and tech tools; managing risk and effectively escalating issues; following up with customers and logging activity; creating stories, executive summaries, and slide decks for effective EBRs Tech tools: Gainsight, Slack, Zoom, Slido, G-Suite, Grammarly, LinkedIn, and Loom

Patient Services Representative (Contact Center)

BodyLogicMD

2017-1 - 2021-3 · 4 yrs 3 mos

Boca Raton, Florida

• Collaborated with technical teams to resolve issues related to scheduling systems and patient engagement platforms, ensuring timely responses and seamless service. • Communicated complex medical information to patients in an easy-to-understand way, fostering positive relationships and patient trust. • Managed scheduling for over 100 patients, ensuring smooth coordination of appointments, minimizing conflicts, and addressing patient concerns efficiently.

Pre/Afterschool Educator

Tiny Kingdom Child Care

2013-5 - 2017-1 · 3 yrs 9 mos

Greenacres, Florida

• Communicated regularly with families to discuss student progress, and offered actionable suggestions for reinforcing learning at home. • Designed lesson plans that were adapted to students' needs, providing targeted support to help students achieve academic milestones. • Utilized educational tools and resources to optimize classroom learning experiences.