Edriana Colbert
Ellisville,MS
Summary
Dynamic Customer Service Representative successful in supporting customers in busy call centers, practicing active listening skills to determine the needs of the customer. Professionally represent the brand during all interactions, with a commitment to customer service and desire to build relationships translate to customer loyalty and retention. Proven ability to resolve complex problems, using tact and diplomacy. Well-organized and knowledgeable CSR able to stay calm under pressure, and quickly resolve customer complaints and address issues. Offering skills in call control, order management, and team collaboration. Effortlessly engage customers with good communication skills to boost satisfaction and build loyalty.
Overview
12
12
years of professional experience
Work History
Military Insurance/Customer Service Representative
SaviLinx, LLC
01.2017 - Current
- Accurately prepared and processed forms to change customer service levels
- Completed more than 40 calls per day by following scripts and maintaining good call control
- Greeted customers, repeated orders back to customers accurately, provided samples, and completed transactions.
- Fostered strong relationships with current and prospective clients to maintain client retention.
- Responded to queries, solved or referred problems and followed up with clients to increase satisfaction.
- Asked probing questions and offered solutions to resolve customer issues.
- Attended training and educational seminars to enhance knowledge and credentials.
- Applied basic insurance underwriting knowledge to evaluate and analyze information.
- Collected payments for Premiums and updated accounts to reflect new balances.
- Improved productivity by providing CSR performance feedback for corrective action.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
Customer Service Representative
Alorica
07.2017 - 03.2022
- Answered incoming telephone calls to provide store, products and services information.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Made outbound calls to obtain account information.
- Trained new employees on procedures and policies to maximize team performance.
- Explained benefits, features and recommendations to maximize client retention.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Analyzed customer activity to promote safe and secure environment.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Audited customer account information to identify issues and develop solutions.
Health Insurance Representative
Dynamics
05.2015 - 01.2017
- Engaged with customers to understand and resolve issues and answer product questions
- Greeted customers, repeated orders back to customers accurately, provided samples, and completed transactions
- Updated accounts with customers' current personal and purchasing information
- Performed administrative support functions such as processing payments and reconciling accounts
- Continuously met or exceeded daily service quality and performance scores
- Communicated with customers via phone, email, and chat and helped customers to navigate the company's website to place orders online
- Consulted with customers to understand their desires and suggest the best products to meet their needs.
- Created individualized proposals for clients to include coverage options, premiums and enrollment guidelines.
- Participated in weekly training sessions to improve product knowledge and enhance company growth.
- Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
Stocker
Warehouse
08.2012 - 07.2015
- Arranged and organized merchandise and supplies and identified shrink and damages to maintain work environment.
- Leveraged policies, data and resources to complete work assignments and priorities.
- Processing freight and preparing backroom for incoming freight.
- Complied with company standards of ethics and integrity by implementing action plans and executing business processes and practices.
- Utilized inventory management system to complete bin audits, work inventory exceptions and correct shelf capacities.
- Acknowledged customers, identified needs and assisted with purchasing decisions to deliver exceptional service.
- Maintained merchandise presentation by stocking and rotating merchandise.
- Received incoming product deliveries and relocated to storage shelves, coolers, or bins.
- Tracked inventory and conducted cycle counts to maintain accurate records.
- Greeted customers and retrieved requested products to drive satisfaction.
Education
Some College (No Degree) - Nursing
Jones County Junior College
Ellisville, MSHigh School Diploma -
Manvel High School
Manvel, TX05.2015
Skills
- Inbound call answering Shipping and receiving understanding
- Customer service excellence Investigate claims
- Process transactions Sales enablement
- Customer relations
- Policies and Procedures Adherence
- Microsoft Office
- Teamwork and Collaboration
- Cultural Awareness and Sensitivity
- Database Management
- Patient and Empathetic
- Customer Account Management
- Call Volume and Quality Metrics
- Refunds and Returns Management
- Invoice Preparation and Processing
- Proficiency in Microsoft Office and G Suite
- Call Documentation
- Customer Service
- De-escalation Techniques
- Building Customer Trust and Loyalty
- Verbal and Written Communication
- Understanding Customer Needs
- Computer Skills
- Billing Adjustments and Refunds
- Multitasking and Prioritization
- Organization
Timeline
Customer Service Representative
Alorica
07.2017 - 03.2022
Military Insurance/Customer Service Representative
SaviLinx, LLC
01.2017 - Current
Health Insurance Representative
Dynamics
05.2015 - 01.2017
Stocker
Warehouse
08.2012 - 07.2015
Some College (No Degree) - Nursing
Jones County Junior College
High School Diploma -
Manvel High School
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