Imani Edwards
Jacksonville,Florida
Summary
Empathetic Call Agent with proven ability to build strong customer relationships. Caring and kind with focus on understanding and resolving customer issues. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
7
7
years of professional experience
Work History
CUSTOMER SERVICE REP
Bank of America
09.2021 - 12.2023
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Working with a team of CSRs and other departments to find appropriate solutions.
- Excelled in exceeding daily credit card application goals.
- Gathered customer feedback through surveys and used the data to improve customer service.
Customer Service Rep
MAXIMUS
06.2020 - 06.2021
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Participated in ongoing strategic management and planning for pandemic response.
Customer Service Rep
GC SERVICES
01.2019 - 02.2020
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Consulted with customers to resolve service and billing issues.
- Developed strong customer relationships to encourage repeat business.
Cashier
ZAXBYS
11.2016 - 06.2018
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Take orders from customers and cook foods requiring short preparation times, according to customer requirements.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Stocked shelves with merchandise when needed.
- Maintained work area and kept cash drawer organized.
- Trained new team members in cash register operation, stock procedures, and customer services.
Education
Associate of Arts (A.A.) - Criminal Justice -
Florida State College of Jacksonville
06-2024
High School Diploma -
Atlantic Coast High School
06-2017
Skills
- Product Knowledge
- Inbound and Outbound Calling
- Appointment Scheduling
- Call Management
- Data Entry
- Complaint Resolution
- Scheduling
- Positive and Professional
- CRM Software
- Building Rapport
- Microsoft PowerPoint
- Typing Proficiency
- Active Listening
- Customer service and assistance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
CUSTOMER SERVICE REP
Bank of America
09.2021 - 12.2023
Customer Service Rep
MAXIMUS
06.2020 - 06.2021
Customer Service Rep
GC SERVICES
01.2019 - 02.2020
Cashier
ZAXBYS
11.2016 - 06.2018
Associate of Arts (A.A.) - Criminal Justice -
Florida State College of Jacksonville
High School Diploma -
Atlantic Coast High School