Summary
Overview
Work History
Education
Skills
Timeline
Generic

Edriana Colbert

Katy,TX

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 CSR

SaviLinx, LLC
Hattiesburg, MS
01.2017 - 12.2024
  • 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.
  • I 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.

CSR

Alorica
Dallas, TX
07.2017 - 03.2022
  • Answered incoming telephone calls to provide store, product, and service 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 the 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 a 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.

Stocker

Warehouse
Laurel, MS
08.2012 - 07.2017
  • Arranged and organized merchandise and supplies, and identified shrinkage and damages to maintain a work environment.
  • Leveraged policies, data, and resources to complete work assignments and priorities.
  • Processing freight and preparing the backroom for incoming freight.
  • Complied with company standards of ethics and integrity by implementing action plans, and executing business processes and practices.
  • Utilized the inventory management system to complete bin audits, work on 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 them 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

High School Diploma -

Manvel High School
Manvel, TX
06-2015

Some College (No Degree) - Nursing

Jones County Junior College
Ellisville, MS

Skills

  • Customer focus
  • Complaint handling
  • CRM software
  • Call center experience
  • Scheduling
  • Account updating
  • Inbound call answering Shipping and receiving understanding
  • Process transactions Sales enablement
  • Customer relations
  • Customer service excellence
  • Investigate claims
  • Refunds and Returns Management
  • De-escalation Techniques
  • Multitasking and Prioritization
  • Billing Adjustments and Refunds Organization
  • Customer Account Management
  • Complaint resolution
  • Data collection
  • Opening and closing accounts
  • Adaptability and flexibility
  • Time management
  • Shipping and receiving
  • Credit card payment processing

Timeline

CSR

Alorica
07.2017 - 03.2022

Military Insurance CSR

SaviLinx, LLC
01.2017 - 12.2024

Stocker

Warehouse
08.2012 - 07.2017

High School Diploma -

Manvel High School

Some College (No Degree) - Nursing

Jones County Junior College
Edriana Colbert