Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

EDWINA KHALIL

Forney

Summary

Friendly, dependable and highly motivated customer service professional with a strong track record of delivering exceptional support in fast-paced environments. Known for clear communication, a team-oriented mindset, and the ability to resolve a wide range of customer concerns with empathy and efficiency. I bring several years of hands-on experience assisting clients, maintaining high satisfaction levels, and contributing to overall team success. I take pride in my adaptability, problem-solving skills, and commitment to creating a positive customer experience in every interaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Service Representative

HPOne
Dallas
07.2023 - Current
  • Delivered exceptional customer service, with a strong focus on customer satisfaction and support.
  • Handled inbound and outbound calls with professionalism, empathy, and a solutions-focused mindset.
  • Clearly explained the benefits and services to ensure customers felt informed and confident in their decisions.
  • Maintained accurate and organized records of all customer interactions, inquiries, and resolutions.
  • Skilled at multitasking in fast-paced environments, while maintaining attention to detail.
  • Built strong, positive relationships with customers through friendly, respectful communication.
  • Resolved customer concerns efficiently, ensuring each client had a positive experience.
  • Supported customer retention efforts by helping clients navigate complex decisions and processes.
  • Consistently prioritized a 'service-first' mindset to enhance the customer journey.
  • Adhered to company policies, procedures, and compliance standards in every customer interaction.
  • Collaborated with team members to better address and support customers’ evolving needs.

Customer Service Representative

Humana
Dallas
01.2022 - 06.2023
  • Provided prompt, accurate, and friendly assistance to members, providers, and internal teams.
  • I explained health insurance coverage, policy details, and helped resolve claim-related inquiries.
  • I handled high volumes of calls without ever sacrificing quality or care, all while keeping detailed and accurate notes in our CRM system.
  • Followed HIPAA and privacy policies to the letter—protecting member information was always a top priority. I documented each interaction in the CRM system, with attention to accuracy.
  • Built lasting rapport with customers, helping to improve satisfaction and retention.
  • Assisted customers in navigating billing questions, claim denials, and benefit eligibility.
  • Demonstrated active listening, I made it a point to truly listen, showing empathy and patience with frustrated or confused callers, and doing everything I could to make their experience a positive one.
  • Through each interaction, I worked to build trust and lasting relationships, contributing to stronger customer satisfaction and long-term retention.

Administrative Assistant

Ericsson
Dallas
10.2018 - 12.2021
  • Supported executive teams with calendar management, scheduling, and internal communications.
  • Coordinated meetings, trainings, and travel, while ensuring that daily operations ran smoothly.
  • Handled customer and internal inquiries, providing timely and helpful responses.
  • Maintained organized documentation, and helped improve administrative processes.
  • Prepared reports, presentations, and meeting materials with accuracy and attention to detail.
  • Managed sensitive information with a high level of confidentiality and professionalism.
  • Prioritized and juggled multiple tasks in a fast-paced environment, without missing deadlines.
  • Built strong relationships with colleagues and leadership through dependable, solutions-focused support.

Sales Representative

WHP Global
Dallas
08.2016 - 09.2018
  • Engaged directly with customers, listening to their needs, and recommending suitable products.
  • Followed up with clients, addressed order concerns, and ensured overall satisfaction.
  • Contributed to sales planning and supported team performance through strong interpersonal skills.
  • Resolved issues efficiently, strengthening customer trust and loyalty.
  • Maintained accurate sales records and customer information to support seamless service and personalized follow-up.
  • Participated in team meetings and offered insights to improve sales strategies and customer engagement.
  • Built and maintained strong customer relationships, leading to repeat business and referrals.
  • Adapted sales approaches based on customer feedback, product knowledge, and emerging trends.

Education

BSC - Linguistics and Sociology

Fourah Bay College

Skills

  • Customer Relationship Management (CRM)
  • Verbal and written communication
  • Conflict Resolution and Problem Solving
  • Policy and Benefits Explanation
  • Data Entry and Information Verification
  • Multitasking in fast-paced environments
  • Microsoft Office Suite (Outlook, Word, Excel)
  • Team Collaboration and Time Management
  • Attention to Detail and Organization
  • Call Center Operations
  • Microsoft Excel
  • Adaptive team player

Certification

  • General Lines- Life, Accident and Health
  • Certified Scrum Master, Scrum.org
  • Licensed Insurance Agent

Timeline

Customer Service Representative

HPOne
07.2023 - Current

Customer Service Representative

Humana
01.2022 - 06.2023

Administrative Assistant

Ericsson
10.2018 - 12.2021

Sales Representative

WHP Global
08.2016 - 09.2018

BSC - Linguistics and Sociology

Fourah Bay College

Similar Profiles

CREATE PROFILE
EDWINA KHALIL