Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Edriana Colbert

Laurel,MS

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in the Call Center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Care Representative

Signify Health
Katy, TX
10.2019 - Current
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
  • Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.

Chat Support Representative

Amazon
04.2020 - 11.2023
  • Answered customer inquiries regarding product features, pricing plans and orders.
  • Provided technical assistance to customers through online chat or telephone support.
  • Assisted customers in navigating website and troubleshooting issues with products or services.
  • Resolved customer complaints in a timely manner while maintaining a positive attitude.
  • Documented all customer interactions and inquiries in the ticketing system accurately and completely.
  • Maintained up-to-date knowledge of company's products, services, and policies.
  • Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
  • Monitored chat queues for incoming requests from customers requiring assistance.
  • Developed an understanding of customer needs by actively listening during conversations.
  • Conducted follow-up calls and chats with customers after resolving their inquiry.
  • Answered questions from customers that came in through the company's online chat feature.
  • Used various skills to resolve problems in reasonable amount of time.
  • Walked customers through online demonstrations to support better understanding of product features.
  • Maintained understanding of company computer software, products and services.

Customer Service Representative

SaviLinx
Hattiesburg, MS
05.2017 - 04.2023
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Greeted customers and provided prompt, courteous service.
  • Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
  • Processed new policy applications and updated existing policy documents.
  • Verified accuracy of customer data entered into the system.
  • Maintained accurate records of customer interactions and transactions.
  • Provided quotes on various types of insurance policies.
  • Facilitated payment processing for premium payments and renewals.
  • Generated reports based on client data to analyze trends in customer service needs.
  • Conducted follow-up calls to ensure satisfactory resolution of customer issues.
  • Assisted with resolving complex claims or billing disputes in a timely manner.
  • Developed strong relationships with clients by providing exceptional customer service.

Healthcare Customer Service Representative

Maximus
Hattiesburg, MS
07.2015 - 08.2019
  • Greeted patients upon arrival and answered any questions they had about their visit.
  • Scheduled appointments for patients using the electronic health records system.
  • Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
  • Assisted in checking patient's insurance eligibility prior to their appointment.
  • Collected payments from patients and entered them into the billing system accurately.
  • Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
  • Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.
  • Maintained client confidentiality according to HIPAA regulations at all times.
  • Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.

Stocker

Walmart
Laurel, MS
01.2013 - 10.2015
  • Received and processed incoming shipments of merchandise.
  • Stocked shelves with newly arrived products.
  • Arranged merchandise in an attractive manner to promote sales.
  • Maintained accurate inventory records through manual systems and and or computerized databases.
  • Organized storage areas for efficient use of space.
  • Inspected stock for damage or defects and reported issues to management.
  • Provided customer service by answering questions about product location, price and availability.
  • Assisted with store displays and window dressing as needed.
  • Verified pricing accuracy on shelves against invoices from vendors.
  • Ensured that all products were labeled properly before stocking the shelves.
  • Maintained a neat, clean and orderly warehouse environment at all times.
  • Monitored expiration dates of perishable items to ensure freshness.
  • Loaded trucks with outgoing orders according to shipping manifests provided by customers.
  • Sorted returned merchandise for restocking or disposal.

Education

High School Diploma -

Laurel High School
Laurel, MS
05-2015

Some College (No Degree) -

Jones County Junior College
Ellisville, MS

Skills

  • Database Research
  • Customer Service
  • Payment Processing
  • Appointment Scheduling
  • Email correspondence
  • Documentation And Reporting
  • Customer Relationship Management
  • Customer Relations
  • Problem Resolution
  • Inbound Customer Service
  • Excellent Communication
  • Webchat
  • Customer Rapport
  • CRM Software
  • Call handling
  • Customer Needs Assessment
  • Online communications
  • Monthly quotas
  • Relationship Building
  • De-Escalation Techniques
  • Call Documentation
  • Positive Attitude
  • Performance Improvement
  • Clear Communication
  • Customer Assistance
  • Client Account Management
  • Upselling Techniques
  • Customer Service Excellence
  • Performance Tracking
  • Customer Education

Certification

  • Certified Nursing Assistant

Languages

English
Full Professional

References

References available upon request.

Timeline

Chat Support Representative

Amazon
04.2020 - 11.2023

Customer Care Representative

Signify Health
10.2019 - Current

Customer Service Representative

SaviLinx
05.2017 - 04.2023

Healthcare Customer Service Representative

Maximus
07.2015 - 08.2019

Stocker

Walmart
01.2013 - 10.2015

High School Diploma -

Laurel High School

Some College (No Degree) -

Jones County Junior College

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Edriana Colbert