Edward Walter Verner
South Orange,USA
Summary
Customer Service Professional with a decade-long track record of supporting Fortune 500 accounts. Demonstrated history of elevating client accounts through strategic communication and innovative product representation. Adept at optimizing call center operations, resolving complex escalations, and maintaining workforce management to achieve peak service delivery. Authorized to work in the US for any employer
Overview
13
13
years of professional experience
Work History
Customer Service (Temporary)
Adecco Staffing
Holmdel, NJ
01.2023 - Current
- Provide comprehensive administrative support to multiple clients, including Dun & Bradstreet and Belsono Hearing Centers. Orchestrate high-volume data entry and sales support for contact center operations, maintaining 99% + accuracy over a two-year period.
- Processed over 100+ customer orders and returns with near-perfect accuracy, ensuring data integrity in company databases.
- Mastered complex CRM systems like Salesforce and Zendesk within the first 3 days of a temporary assignment to ensure immediate productivity.
- De-escalated an average of 10+ tense customer situations daily, turning negative experiences into positive reviews.
Contact Center Agent (Remote)
VNS Health
New York, NY
01.2021 - 01.2023
- Fielded 50+ daily patient inquiries, achieving a 95% first-call resolution rate and consistently high patient satisfaction scores.
- Collaborate between patients, physicians, and insurance carriers to coordinate care and ensure swift resolution of logistical, non-clinical issues.
- Optimized call center workflow by implementing new IVR options, enhancing caller experience.
Customer Service Analyst (Contract)
Epiq
New York, NY
01.2020 - 01.2021
- Verified documentation and evidence for global legal entities, reducing processing errors by 40% through meticulous policy analysis.
- Audited business contracts to verify compliance with internal policies and external regulations.
Customer Service Associate
Prudential Financial Insurance Company
Roseland, NJ
01.2018 - 01.2020
- Managed a high volume of policyholder inquiries, consistently exceeding productivity targets by 15%.
- Analyzed customer trends and behavior data to generate actionable weekly reports, driving a 10% improvement in customer satisfaction scores.
- Executed daily database updates, covering policy renewals and buy-ups for a high-volume client portfolio.
Customer Service Specialist
Computershare
Jersey City, NJ
01.2017 - 01.2018
- Volkswagon/Audi/ Porsche Diesel TDI Emissions Settlement Program in Canada.
- Executed end-to-end customer support for a multimillion-dollar, cross-border legal settlement program, facilitating resolution for thousands of claimants across the U.S. and Canada.
- Managed high-volume inquiries and documentation for a complex, multi-jurisdictional settlement, ensuring regulatory compliance and timely payouts.
Customer Service Representative
Prudential Financial Insurance Company
Roseland, NJ
01.2016 - 01.2017
- Audited and updated sensitive service member records in the OSGLI database, ensuring 100% accuracy in contact information and reducing data errors.
- Verified and processed sensitive contact information for service members, ensuring prompt communication of critical, time-sensitive OSGLI benefits.
Senior Customer Service Agent
Stafford Communications
New Providence, NJ
01.2015 - 01.2016
- Developed and implemented a comprehensive Splenda brand product training guide, reducing new hire onboarding time by 20%.
- Managed 100% of escalated issues for a team of 5 representatives, ensuring a 95% resolution rate within 24 hours.
Customer Service Specialist
Premiere Response
New Providence, NJ
01.2013 - 01.2015
- Managed warranty claims and B2B orders for clients including Serta Mattress Company and Barnes & Noble bookseller in a high volume call center environment.
- Premiere Performer Award Winner -2014 for Outstanding Customer Service to company.
Education
Bachelor of Arts - Business Administration
Morehouse College
Atlanta, GASkills
- Empathy
- Conflict resolution
- Technical Proficiency
- Teamwork
- Problem-solving
- Negotiation
- Decision making
- Adaptability
- Time management
- Patience
- Critical thinking
- Creativity
Timeline
Customer Service (Temporary)
Adecco Staffing
01.2023 - Current
Contact Center Agent (Remote)
VNS Health
01.2021 - 01.2023
Customer Service Analyst (Contract)
Epiq
01.2020 - 01.2021
Customer Service Associate
Prudential Financial Insurance Company
01.2018 - 01.2020
Customer Service Specialist
Computershare
01.2017 - 01.2018
Customer Service Representative
Prudential Financial Insurance Company
01.2016 - 01.2017
Senior Customer Service Agent
Stafford Communications
01.2015 - 01.2016
Customer Service Specialist
Premiere Response
01.2013 - 01.2015
Bachelor of Arts - Business Administration
Morehouse College