DAESHA EDDINS
Calera,AL
Summary
Adaptable and flexible customer service expert, seeking a key role with an employer who values integrity, loyalty, and excellent work ethic. Excels in problem solving, attention to detail, interpersonal skills and time management. Experience in multiple fields has provided an ability to quickly assess and learn, be highly adaptable, and acquire a wide variety of skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aum
01.2023 - Current
- Company Overview: Remote
- Provide exceptional customer service to members daily via telephone, chat, and email, addressing and resolving issues related to member services, products, and customer accounts
- Collaborate with team members to develop and implement strategies that improve member retention by 47%
- Maintain up-to-date knowledge of company policies, procedures, and regulations to ensure compliance and provide accurate information
- Document customer interactions and feedback to assist in the improvement of service offerings
- Manage and resolve over 80 customer inquiries daily, ensuring timely follow-ups and accurate issue tracking, leading to a 30% increase in customer satisfaction ratings
- Remote
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Project Coordinator
Auburn University at Montgomery
05.2021 - 01.2023
- Led and managed 6 projects simultaneously, ensuring alignment with organization goals and stakeholder expectations
- Developed project plans, timelines, and budgets, and monitor progress to ensure timely delivery
- Collaborated with cross-functional teams to define project scope, objectives, and deliverables
- Conducted risk assessments and implement mitigation strategies to minimize project risks
- Fostered strong relationships with clients and stakeholders, providing regular updates and addressing any concerns
Shift Lead
Dollar General
05.2018 - 05.2020
- Supervised a team of 12 employees, ensuring adherence to company policies and standards
- Train and mentor new team members, fostering a collaborative and productive work environment
- Manage daily operations, including scheduling, inventory management, and cash handling, resulting in a 33% increase in efficiency
- Resolve customer complaints and issues promptly, maintaining a customer satisfaction rating of 96% or higher
- Conduct regular performance evaluations and provide feedback to team members, promoting a culture of continuous improvement
Education
Bachelor of Science - Business Administration: Human Resource Management
Auburn University at Montgomery
04.2024
Administration & Computer Science - Leadership
Bevill State Community College
05.2020
Skills
- Written & Verbal Communication
- Typing Speed [50 WPM]
- Inbound & Outbound Calling
- Email & Chat Etiquette
- Data Entry & Record Keeping
- Claims
- Microsoft Office Suite
- Account Management
- CRM Software Proficient (Salesforce, Zendesk)
- Customer Service
- Project Management
- Data Analysis & Reporting
- Mentorship & Leadership
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Building rapport
- De-escalation techniques
- Staff training
- Live chat support
- Quality control
- Technical support
- Filing
- Dispute resolution
- Customer education
- Product and service solutions
- Coordination
- Sales expertise
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Collaborated with team of Number in the development of Project name.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Resolved product issue through consumer testing.
- Achieved Result by introducing Software for Type tasks.
Certification
- LiveChat Expert LiveChat, Inc.
- Microsoft Office Specialist (MOS) - Microsoft.
- Adobe Certified Expert (ACE) – Adobe Systems Incorporated.
- Microsoft Office Specialist (MOS) Certification
Timeline
Customer Service Representative
Aum
01.2023 - Current
Project Coordinator
Auburn University at Montgomery
05.2021 - 01.2023
Shift Lead
Dollar General
05.2018 - 05.2020
Bachelor of Science - Business Administration: Human Resource Management
Auburn University at Montgomery
Administration & Computer Science - Leadership
Bevill State Community College
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