Barbara Edwards
Colorado Springs ,CO
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Knowledgeable Customer Service with comprehensive background in customer service coordination. Adept at streamlining processes to improve client satisfaction and operational efficiency. Demonstrated ability to resolve complex issues and foster productive team environments.
Skilled Assistant Customer Service Manager versed in effectively supervising and guiding customer service team members in conflict resolution and efficiency-boosting strategies. Analytical problem-solver with excellent mentoring and team leadership abilities. Adept at assisting associates with maintaining optimal customer satisfaction through skilled support and escalated issue-management.
Professional with strong track record in customer service and coordination. Skilled in handling customer inquiries efficiently, resolving issues, and ensuring satisfaction. Focused on teamwork and delivering results, adaptable to changing needs. Proficient in communication, problem-solving, and multitasking, with positive attitude and reliability that fosters trust.
Overview
17
17
years of professional experience
Work History
Customer Service Coordinator
Arrow Moving & Storage
04.2018 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Coordinated logistics for customer orders.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Coordinator
Atlantic Moving Systems
10.2016 - 04.2017
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Coordinated logistics for customer orders.
- Streamlined communication channels for increased efficiency and better customer service experience.
Fraud Prevention Specialist
Randstad Staffing/Hewlett Packard Contract
01.2008 - 05.2015
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Educated staff members on best practices for identifying and preventing fraudulent activities, fostering a culture of vigilance within the organization.
- Worked closely with IT departments to ensure security systems were optimized for detecting and preventing fraud attempts, safeguarding company assets.
- Collaborated with cross-functional teams to update and enforce security protocols, minimizing vulnerabilities.
- Optimized fraud case management tools, enabling more efficient tracking and reporting of fraudulent activity.
- Managed fraud-related escalations and disputes, resolving issues promptly and professionally.
- Reviewed and updated fraud prevention policies and protocols to adapt to evolving fraud tactics.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Education
High School Diploma -
Moline Senior High School
Moline05-1979
Skills
- Account management
- Documentation skills
- Complaint handling
- Customer focus
- Clerical support
- Quality assurance
- Call center experience
- Performance monitoring
- Customer service
- Staffing coordination
- Call monitoring
Timeline
Customer Service Coordinator
Arrow Moving & Storage
04.2018 - Current
Customer Service Coordinator
Atlantic Moving Systems
10.2016 - 04.2017
Fraud Prevention Specialist
Randstad Staffing/Hewlett Packard Contract
01.2008 - 05.2015
High School Diploma -
Moline Senior High School
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