Denise Edwards
Semmes
Summary
Dynamic Customer Service Representative with a proven track record at Afni, excelling in conflict resolution and CRM software. Passionate about enhancing customer satisfaction, I consistently surpassed performance metrics while delivering tailored solutions. My expertise in product knowledge and commitment to compliance ensure a seamless experience for clients.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Afni
Mobile
12.2023 - Current
- Delivered front-line customer support for billing, account services, and product inquiries via inbound and outbound calls.
- Resolved customer concerns related to payments, service interruptions, account updates, and troubleshooting in a professional solution.
- Handled sensitive account data while maintaining compliance with company policies, data protection standards, and regulatory requirements.
- Accurately documented all call details and customer interactions in CRM systems to ensure seamless service and issue follow-up.
- Educated customers about products, promotions, and payment options to increase satisfaction and retention.
- Consistently met or exceeded performance metrics, including call resolution, quality assurance scores, and schedule adherence.
Insurance Agent
Results Companies
Mobile
08.2022 - 11.2023
- Developed personalized insurance plans for clients based on individual needs.
- Conducted thorough policy reviews to ensure coverage accuracy and compliance.
- Managed client inquiries and provided timely responses to insurance-related questions.
- Educated clients on available policies and benefits tailored to their situations.
- Collaborated with underwriters to assess risk and determine policy eligibility.
Customer Service Representative
Alorica
Saraland
07.2017 - 08.2022
- Respond to customer inquiries via phone, email, and chat in a professional and courteous manner
- Resolve customer complaints, billing issues, and service concerns while maintaining a positive customer experience
- Follow scripts and standard operating procedures to ensure consistent support across all customer interactions
- Document all customer interactions accurately in CRM tools such as Salesforce or Zendesk
- Escalate complex issues to supervisors or Tier 2 support while maintaining ownership of the customer experience.
- Participate in remote team meetings, coaching sessions, and performance reviews to stay aligned with company goals
- Maintain data privacy and security according to HIPAA and company compliance standards (if applicable to the account)
- Provide step-by-step troubleshooting for technical issues related to products, services, or accounts
Education
High School Diploma -
C F Vigor High School
Prichard Alabama05-1999
Skills
- Customer support
- Conflict resolution
- CRM software
- Product knowledge
Timeline
Customer Service Representative
Afni
12.2023 - Current
Insurance Agent
Results Companies
08.2022 - 11.2023
Customer Service Representative
Alorica
07.2017 - 08.2022
High School Diploma -
C F Vigor High School
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