Jackie Edmond
Decatur,GA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
11
11
years of professional experience
Work History
Customer Service Representative/Billing Specialist
Aaa Insurance - Johns Agency
Loganville, GA
01.2023 - Current
- Researched policy provisions and underwriting guidelines to provide accurate quotes.
- Educated customers on product features and benefits.
- Suggested additional products or services that may benefit the customer's needs.
- Handled customer inquiries regarding policy changes, billing issues, and claims status.
- Maintained accurate records of all transactions including client information, policy details and payment history.
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Assisted customers in selecting appropriate coverage levels based on their individual needs.
Customer Service Representative
Avia's Salon
Stone Mountain, GA
09.2020 - 01.2023
- Responded to customer inquiries via email or telephone in a polite and professional manner.
- Handled confidential documents with discretion.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Identify and pursue new business opportunities to expand client base.
- Maintain detailed records of sales activities and customer interactions.
- Prepare regular sales reports for management.
Customer Service/Risk Agent
TTEC
Duluth, GA
05.2018 - 03.2020
- Completed high volume of Inbound calls per day.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Connected patterns for underlying account associations to discover undetected fraud.
- Used multiple data sources to derive end-to-end fraud performance metrics.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
- Scrutinized incidents in which insurance or credit card fraud was alleged to have occurred.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Made recommendations for closing accounts and performed associated follow-up.
Customer Service/ Authorizer
Frontdoorhomes
Duluth, GA
05.2016 - 04.2018
- Managed daily workflow of incoming authorization requests from multiple channels.
- Researched customer inquiries on product features and benefits as well as pricing options.
- Documented decisions made during the authorization process in accordance with company policy.
- Evaluated existing policies and procedures to recommend changes or improvements in the authorization process.
- Review and analyze service requests or claims from homeowners or contractors.
- Approve covered repairs or replacements within policy limits.
- Coordinate with service technicians to assess reported issues.
Customer Retention Specialist
AT&T
Lilburn, GA
12.2014 - 06.2016
- Persuaded customers to retain services by offering discounts and special promotions on products and services.
- Delivered exceptional customer service by patiently listening to customer concerns or complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Excelled in exceeding daily credit card application goals.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Education
Georgia Gwinnett College
Lawrenceville, GA05-2029
Meadowcreek High School
Lawrenceville, GASkills
- Multitasking and Time Management
- Computers and Technology
- Microsoft Office
- Verbal and Written Communication
- Database and Client Management Systems
- Strong Organizational Skills
- Confidentiality and Data Protection
- Meticulous Attention to Detail
- Ease with Computers and Technology
- Research and Analytical Skills
- Professional and Courteous
- Multi-Line Telephone Systems
- Data Entry Documentation
Timeline
Customer Service Representative/Billing Specialist
Aaa Insurance - Johns Agency
01.2023 - Current
Customer Service Representative
Avia's Salon
09.2020 - 01.2023
Customer Service/Risk Agent
TTEC
05.2018 - 03.2020
Customer Service/ Authorizer
Frontdoorhomes
05.2016 - 04.2018
Customer Retention Specialist
AT&T
12.2014 - 06.2016
Education
Georgia Gwinnett College
Meadowcreek High School