Alexis Edwards
Norfolk,Virginia
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Cargo Readiness Coordinator
CMA CGM
02.2020 - 03.2021
- Track, monitor, and followed up on the timely delivery of cargo for customers
- Placed follow up calls and sent emails to customers to ensure the delivery of documents in a timely manner
- Worked closely with other teams to ensure accuracy in our system (LARA) including reconciliation of problems and accuracy
- Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
- Generated documentation and information required for customer shipments.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems
Post Operations Advocate
Carvana
12.2018 - 01.2020
- Post operations advocate, Carvana
- Took inbound calls from Carvana customers and assisted with their questions and concerns after the car buying experience
- Assisted customers with their general questions or complaints, vehicle registration inquiries, and after-sale repairs or warranty questions
- Used Salesforce and Admin 2.0 to handle customer accounts and walk through the car buying process.
Rating Analyst
Kelly Services
03.2018 - 12.2018
- Experience in building and preparing benefit proposals consisting of dental, vision, STD, LTD, Life, etc
- For different brokers across the United States to present to companies and their employees as part of their benefits packages
- Also experienced in using Salesforce to build proposals in the system for small businesses with less than 999 employees
- A strong understanding of benefits package terminology such as deductible, co-pays, maximum limits, etc
- Please note this position was a temporary contract position for 9 months
Insurance Verification Specialist
McKesson
11.2015 - 02.2018
- Placed outbound calls for physicians, to insurance companies, to verify a patient's benefits for an injection called Lucentis
- Used Ability to search and verify patient's Medicare Part B benefits
- Performed benefits investigations to be reviewed by the case manager and sent to the physician
- Utilized Salesforce to pull the patient's profile and input the information for the physician
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Observed strict procedures to protect sensitive patient information, medical records and payment data
Customer Retention Specialist
Cox Communications
05.2013 - 11.2016
- Maintained customer retention for current Cox customers by selling the value of the services and/or offering loyalty discounts
- Followed retention quality guidelines to ensure a proficient call flow to maintain Cox customers
- Provided accurate and appropriate information in response to customer inquiries regarding Cox products and services
- Recommended products to customers, thoroughly explaining details
- Met customer call guidelines for service levels, handle time and productivity
Auto Insurance Agent
GEICO
10.2011 - 09.2013
- Took calls regarding auto insurance policies for the Military customer service department
- Resolved policyholders requests for changes to their policies and resolved any concerns or questions they had about their policy
- Educated policyholders on various aspects of auto insurance requirements such as the state insurance requirements, comprehensive and collision coverage, and deductibles.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Finalized sales and collected necessary deposits.
- Collected premiums on or before effective date of coverage
Customer Service Representative
Spherion Staffing
09.2009 - 10.2011
- Answered questions and concerns customers had about Panasonic products
- Took inbound calls to place orders for a variety of Panasonic products
- Handled hundreds of thousands of dollars in credit card payments for commercial Panasonic products.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details
Education
Associate Of Business Administration -
Maricopa Community Colleges - Phoenix College
Phoenix, AZ05.2023
Skills
- Active listening skills
- Improving customer experience
- Building customer loyalty
- Time management
- Attention to detail
- Decision Making
- CRM Software
- Multitasking and Prioritization
- Verbal and Written Communication
- POS Systems and Ordering Platforms
- Call Volume and Quality Metrics
- Inbound and Outbound Calling
- Multi-Line Phone Systems
- Microsoft Office Suite
- Time Management
- Salesforce CRM
Timeline
Cargo Readiness Coordinator
CMA CGM
02.2020 - 03.2021
Post Operations Advocate
Carvana
12.2018 - 01.2020
Rating Analyst
Kelly Services
03.2018 - 12.2018
Insurance Verification Specialist
McKesson
11.2015 - 02.2018
Customer Retention Specialist
Cox Communications
05.2013 - 11.2016
Auto Insurance Agent
GEICO
10.2011 - 09.2013
Customer Service Representative
Spherion Staffing
09.2009 - 10.2011
Associate Of Business Administration -
Maricopa Community Colleges - Phoenix College
Similar Profiles
Jenny LAIJenny LAI
APAC Key Account Manager at CMA CGM Asia Shipping Pte Ltd Asia Regional OfficeAPAC Key Account Manager at CMA CGM Asia Shipping Pte Ltd Asia Regional Office
Gabrielle WatfordGabrielle Watford
Export Logistics Representative at CMA CGM, America LLCExport Logistics Representative at CMA CGM, America LLC
Aswin VAswin V
Logistics Executive at CMA CGM Global Business Services IndiaLogistics Executive at CMA CGM Global Business Services India
Haikel BadreddineHaikel Badreddine
Service Delivery Manager at CMA-CGMService Delivery Manager at CMA-CGM
Richard PambidRichard Pambid
Sous Chef at American Queen Steamboat/Hornblower LLCSous Chef at American Queen Steamboat/Hornblower LLC