Keyshania Edwards
Fairmont,NC
Summary
Proven track record in enhancing customer experiences at Alorica, adept in call documentation and employing de-escalation techniques. Excelled in goal-oriented environments, significantly improving service quality. Mastered time management and problem-solving aptitude, ensuring efficient account updating and order processing. Skilled in inbound call management, consistently delivering results beyond expectations.
Overview
3
3
years of professional experience
Work History
Work From Home Agent
Alorica
Humble, TX
01.2023 - 01.2024
- Assigned to cvs.com project
- Answered inbound calls and assisted customers with adding prescriptions on cvs.com
- Created orders for customers calling in via phone .
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Contributed ideas, decision-making skills and good judgment to achieve objectives.
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
Customer Service Representative
Alorica
North Charleston, SC
06.2021 - 01.2023
- Assigned to Dominion Energy Ohio project
- Responded to customer requests for products, services, and company information via inbound phone .
- Processed customer start /stop service orders.
- Assisted customers with setting up payment arrangements.
- Basic bill explanation .
Education
High School Diploma -
Fairmont High School
Fairmont, NC06.2020
Skills
- Phone Etiquette
- Goal-Oriented
- Call Documentation
- Order Processing
- De-Escalation Techniques
- Quality Control
- Customer Service
- Problem-solving aptitude
- Account updating
- Attention to Detail
- Time Management
- Inbound Call Management
Timeline
Work From Home Agent
Alorica
01.2023 - 01.2024
Customer Service Representative
Alorica
06.2021 - 01.2023
High School Diploma -
Fairmont High School