Summary
Overview
Work History
Education
Skills
Timeline
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Jamesha Edwards

Montgomery,AL

Summary

Dynamic Customer Care Representative with proven expertise at Foundever, excelling in relationship building. Recognized for enhancing customer satisfaction through effective communication and first-call resolution. Adept at utilizing CRM software and demonstrating empathy, ensuring a seamless user experience while maintaining compliance with company policy Also

Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

5
5
years of professional experience

Work History

Customer Care Representative

Alorica USA
07.2023 - Current

Customer Service Representative

Foundever
12.2022 - 07.2023
  • Resolved customer inquiries through effective communication, enhancing overall satisfaction.
  • Managed high-volume call queue, ensuring timely response to customer needs.
  • Utilized CRM software to track and document customer interactions and feedback.
  • Collaborated with team members to streamline processes and improve service efficiency.
  • Worked effectively in fast-paced environments.
  • Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
  • Assisted clients with account inquiries, providing timely and effective resolutions to enhance satisfaction.
  • Managed daily cash flow activities, maintaining precise records for all financial operations.
  • Collaborated with team members to implement new banking software, improving workflow efficiency.
  • Analyzed transaction data to identify trends and recommend enhancements to banking services offered.
  • Provided exceptional customer service, contributing to a positive reputation for the bank.
  • Assisted customers with various online banking inquiries ensuring seamless user experience.
  • Supported branch operations by maintaining compliance with internal policies and regulatory requirements.
  • Streamlined account opening processes for faster service, resulting in increased new accounts.
  • Advised customers of products and services and assisted bankers in delivering superior customer service.
  • Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
  • Partnered with high net worth customers and private bankers to answer complex questions and solve operational issues while delivering superior customer service.

Technical Support Representative

ContinuumGlobal
04.2020 - 12.2022
  • Resolved technical issues for customers across various platforms, improving user experience and satisfaction.
  • Collaborated with cross-functional teams to streamline support processes and enhance service delivery efficiency.
  • Documented troubleshooting procedures and solutions in knowledge base, ensuring consistent information access for team members.
  • Utilized ticketing systems to track customer inquiries, ensuring timely follow-ups and resolution of complex issues.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Managed high levels of call flow and responded to technical support needs.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.

Education

Robert E Lee High School
Montgomery Al
05.2017

Skills

  • Call center experience
  • Problem resolution
  • Relationship building
  • First call resolution
  • Product knowledge
  • Documentation and reporting
  • Brand representation
  • Empathy and patience
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Phone etiquette
  • Computer skills
  • Microsoft office

Timeline

Customer Care Representative

Alorica USA
07.2023 - Current

Customer Service Representative

Foundever
12.2022 - 07.2023

Technical Support Representative

ContinuumGlobal
04.2020 - 12.2022

Robert E Lee High School

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