Barbara Edwards
Colorado springs,CO
Summary
Dynamic Customer Service Coordinator with a proven track record at Arrow Moving & Storage - Mayflower agent, where I led teams to enhance customer satisfaction through exceptional service and problem-solving. Skilled in quality assurance and customer service excellence, I significantly improved customer retention and satisfaction, showcasing strong clerical support and interpersonal abilities.
Overview
39
39
years of professional experience
Work History
Customer Service Coordinator
Arrow moving & Storage - Mayflower agent
Colorado Springs, CO
04.2017 - Current
- Led on- and off-site customer support teams across multiple time zones.
- Developed positive relationships with customers through friendly interactions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Strengthened customer retention by offering discount options.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Fraud Prevention Specialist
Randstad / Hewlett Packard
Colorado Springs, CO
01.2008 - 06.2015
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Provided training to new team members on fraud prevention techniques and company policies.
- Implemented customer verification processes to ensure the authenticity of transactions and protect customer information.
- Educated customers on best practices for avoiding fraud and provided guidance on how to spot suspicious emails or other indicators of possible scams.
- Participated in external fraud prevention forums and workshops to stay informed on best practices and emerging threats.
- Utilized advanced analytics and fraud detection software to monitor transactions and identify patterns indicative of fraudulent behavior.
- Monitored daily transaction activities to detect unauthorized access and potential fraud.
- Assessed the effectiveness of current anti-fraud measures by evaluating performance metrics such as false positive rates or average time taken for investigations.
Customer Service Representative
Waste Management Company
Colorado Springs, CO
01.1986 - 05.2006
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Answered customer inquiries via phone, email, and chat.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Supported sales team members to drive growth and development.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Utilized various software and tools to streamline processes and optimize performance.
Education
High School Diploma -
Moline Senior High School
Illinois05-1979
Some College (No Degree) - Psychology
Black Hawk College
Moline, ILSome College (No Degree) - Psychology/Social worker
Western Illinois University
Macomb, ILSkills
- Customer service excellence
- Performance monitoring
- Complaint handling
- Quality assurance
- Clerical support
- Call center experience
- Payment processing
- Call flow maximization
Timeline
Customer Service Coordinator
Arrow moving & Storage - Mayflower agent
04.2017 - Current
Fraud Prevention Specialist
Randstad / Hewlett Packard
01.2008 - 06.2015
Customer Service Representative
Waste Management Company
01.1986 - 05.2006
High School Diploma -
Moline Senior High School
Some College (No Degree) - Psychology
Black Hawk College
Some College (No Degree) - Psychology/Social worker
Western Illinois University
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