Khamya Edmonds
East Point,GA
Summary
Dynamic customer service professional with a proven track record at Apple, excelling in problem resolution and active listening. Enhanced customer satisfaction through effective technical support and process improvements, while maintaining high performance standards. Skilled in account management and adept at utilizing CRM tools to foster strong customer relationships.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Alorica
Remote, GA
03.2023 - Current
- Resolved customer inquiries through multi-channel communication, ensuring timely and efficient support.
- Guided team members in product knowledge and problem-solving techniques to enhance service delivery.
- Implemented process improvements for handling customer complaints, increasing satisfaction rates.
- Collaborated with cross-functional teams to streamline workflow and optimize operational efficiency.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Customer Experience Agent
Apple
Remote, GA
06.2021 - 02.2023
- Provided exceptional customer support, resolving inquiries and issues efficiently.
- Assisted customers with product selection, ensuring a personalized shopping experience.
- Utilized Apple's customer relationship management tools to track interactions and follow-ups.
- Collaborated with team members to maintain high standards of service quality.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
Technical Support Representative
Conduent
Remote, GA
08.2020 - 05.2021
- Provided technical support for software applications, troubleshooting issues to ensure customer satisfaction.
- Assisted customers with account management and billing inquiries, resolving concerns efficiently.
- Documented solutions and created knowledge base articles to enhance team resource accessibility.
- Collaborated with cross-functional teams to identify recurring issues and develop process improvements.
- Maintained up-to-date knowledge of product features and updates to provide accurate assistance.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Education
High School Diploma -
Carver High School
Columbus, GA05.2021
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Payment processing
- Order processing
- Technical support
- Live chat support
- Account management
Languages
English
Full Professional
Timeline
Customer Service Representative
Alorica
03.2023 - Current
Customer Experience Agent
Apple
06.2021 - 02.2023
Technical Support Representative
Conduent
08.2020 - 05.2021
High School Diploma -
Carver High School