ANTIONETTE EDWARDS
AUSTELL,UNITED STATES
Summary
Focused customer service professional with 2 years of experience in managing high-volume customer interactions and resolving complex issues. Demonstrates expertise in call center operations, CRM systems, and conflict resolution, consistently enhancing customer satisfaction and operational efficiency. Proven track record in leadership and strategic initiatives, driving revenue growth and building strong relationships with stakeholders.
Overview
4
4
years of professional experience
Work History
Customer Service Specialist AMR
Kelly Connect
Atlanta, GA
05.2024 - 09.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Quickly resolved escalated cases, minimizing negative impact on client relations.
- Addressed technical issues for customers, resulting in a significant decrease in product returns.
CUSTOMER CARE REPRESENTATIVE
ContinuumGlobal
Dallas, Texas
09.2023 - 02.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Evaluated medication utilization trends to identify opportunities for quality improvement and cost containment initiatives.
- Conducted thorough audits of pharmacy benefit practices, identifying areas for improvement and ensuring adherence to industry standards.
- Delivered high-quality customer service through prompt resolution of inquiries from members, providers, or other parties involved in the delivery of pharmacy benefits services.
CUSTOMER SERVICE MANAGER
RACETRAC
Wendy Hill, GA
08.2022 - 09.2023
- Directed racetrack operations, managing a team of 3, and ensuring compliance with safety standards
- Increased revenue within 2 months by implementing strategic initiatives
- Developed and maintained schedules, optimized inventory, and enforced safety regulations
- Built strong relationships with customers and sponsors, enhancing the racetrack's reputation
SALES ASSOCIATE
Home Depot
AUSTELL
06.2021 - 01.2022
- Provided exceptional customer service, resolving issues promptly and maintaining high satisfaction
- Performed regular inventories to track stock levels, ensuring optimal product availability
- Maintained store cleanliness, enhancing customer shopping experience
- Processed transactions swiftly and securely, minimizing wait times
- Organized stockroom shelves for easy access, improving efficiency
- Provided accurate product information, boosting customer satisfaction
CUSTOMER SERVICE ADVOCATE
Target
Austell, Georgia
10.2020 - 11.2021
- Collaborated with departments to ensure seamless customer service delivery, enhancing satisfaction rates
- Resolved customer complaints across multiple channels, improving resolution time and customer retention
- Identified upselling opportunities, contributing to increased sales and customer loyalty
- Applied problem-solving skills to address customer issues swiftly, ensuring efficient service
- Welcomed customers professionally, handling inquiries and returns promptly to maintain high service standards
- Increased customer satisfaction by 20% through proactive issue resolution and efficient service delivery
Education
HIGH SCHOOL DIPLOMA -
SOUTH COBB HIGH SCHOOL
AUSTELL, GA07.2020
Skills
- Customer Service
- Leadership
- Team Management
- Sales
- Problem Solving
- Conflict Resolution
- Time Management
- Communication
- Microsoft Office
- Customer Relations
- Call Documentation
- Billing
- CRM
- Analytical Thinking
Telephone etiquette
Order fulfillment
Strategic sales knowledge
POS systems expert
Multi-line phone talent
Retail store support
Technical Support
Medical terminology knowledge
Timeline
Customer Service Specialist AMR
Kelly Connect
05.2024 - 09.2024
CUSTOMER CARE REPRESENTATIVE
ContinuumGlobal
09.2023 - 02.2024
CUSTOMER SERVICE MANAGER
RACETRAC
08.2022 - 09.2023
SALES ASSOCIATE
Home Depot
06.2021 - 01.2022
CUSTOMER SERVICE ADVOCATE
Target
10.2020 - 11.2021
HIGH SCHOOL DIPLOMA -
SOUTH COBB HIGH SCHOOL