Diodra Edwards
Reynoldsburg,OH
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
14
14
years of professional experience
Work History
Absence Management Specialist
CareWorks Absence Management/Sedgwick
02.2016 - 11.2023
- Processing disability/FMLA paperwork
- Analysing FMLA claims to determine eligibility and certification in compliance with state and federal regulations
- Coordinating certain types of leaves with the client Human Resources Department.
- Communicate thoroughly with client and claimant on all aspects of claims process either by phone or written correspondence.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Mail in Pharmacy Customer Service Representative
Express Scripts
01.2014 - 02.2016
- Accurately and efficiently prepared prescription orders
- Verified prescription information and dosage
- Entered patient and order information into the computer system
- Processed and submitted insurance claims
- Provided quality customer service to patients and other healthcare providers
Dispatcher/Customer Service
Time Warner Cable
01.2013 - 12.2013
- Dispatch, receiving emergency and non-emergency calls and record significant information
- Addressing problems and requests by transmitting information or providing solutions
- Gathered and verified all required customer information for tracking purposes.
- Receiving and dispatching orders for products or deliveries
Customer Service/Tech Support
Dish Network Corp
10.2011 - 11.2013
- Payments and billing, product features, and technical support.
- Payments and Billing - accept payment by credit card, offer self-serve payment solutions, and explain
- charges on the customer’s bill.
- Resolved service, pricing, and technical problems for customers by asking clear and specific questions.
- Sales - use a consultative approach to educate and offer existing customers additional programming
Customer Service Associate
Delve
09.2009 - 09.2011
- Call individuals, in database, to participate in client-driven focus groups
- Excellent verbal and written communication skills
- Answered inbound calls, assisted
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Managed high call volume with tact and professionalism.
Education
High School Diploma -
Northland High School
Columbus, OH06.2005
Skills
- Highly qualified in service-based, Hospitality positions requiring an emphasis on customer satisfaction in a fast-paced environment
- Strong team player and leader
- Proven and verifiable record for utilizing strong technical and interpersonal skills to enhance organizational efficiency and profitability
- Committed to quality performance with an ability to learn new procedures
- Provide a high level of customer service and client relations based on outstanding communication and interpersonal skills
- Proficient with MS Office
- Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving
- Hands-on Customer Service Manager effective in motivating others to reach their optimum potential
- FMLA
- Communication skills
- Benefits administration
- FMLA Compliance Knowledge
- Communication Excellence
- Organizational Development
- Remote Conferencing and Communication
- Microsoft Office
Timeline
Absence Management Specialist
CareWorks Absence Management/Sedgwick
02.2016 - 11.2023
Mail in Pharmacy Customer Service Representative
Express Scripts
01.2014 - 02.2016
Dispatcher/Customer Service
Time Warner Cable
01.2013 - 12.2013
Customer Service/Tech Support
Dish Network Corp
10.2011 - 11.2013
Customer Service Associate
Delve
09.2009 - 09.2011
High School Diploma -
Northland High School
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