Computer Science
Kianna N. Edwards
Computer Science Student
Lauderdale Lakes,GA
Summary
My objective is to build brand loyalty by understanding customer desires and providing customized solutions. Customer Service Representative experience of seven years translates to supreme oral and written communication qualities. Active listening and analytical problem-solving skills enhances customer experiences by employing service-oriented behaviors. When combined these skill sets will provide phenomenal customer interactions which will result in repeat business.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
4-40 Customer Service Representative
Liberty Tax Service
Tamarac, FL
01.2021 - 11.2022
- Initiated outbound customer calls/emails to review policy and late payments to avoid lapse in coverage.
- Handled over 120 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Developed and updated databases to handle customer data.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
Personal Assistant to the Chief Executive Officer
Jadore Fancy
Lauderdale Lakes, FL
08.2018 - 12.2020
- Answered incoming phone calls and emails, and presented urgent requests for timely response.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Organized envelopes, postage and mail correspondence for staff and leadership.
- Managed wardrobe by setting up dry-cleaning services, pressing garments and organizing clothing.
- Managed social media accounts by creating posts and responding to comments.
- Booked travel by coordinating and reserving transportation and lodging.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Organized quarterly meetings.
- Facilitated training and onboarding for incoming office staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
MyAdvocate Social Worker
Change HealthCare Inc
Weston, FL
01.2019 - 02.2020
- Outbound/inbound calls regarding Medicare premiums for retiree members of contracted insurance companies
- Assisted members with insurance questions and renewal applications for Part B Premium program.
- Obtained and supplied information to coordinating agencies to provide best possible guidance to clients.
- Secured housing, medical care and employment for clients by collaborating with various community agencies.
- Explained medical care options to help families make informed healthcare decisions.
- Helped clients develop new coping mechanisms and techniques to drive behavior modification.
Telesales Agent
T-Mobile/iQor
Pompano Beach, FL
07.2016 - 12.2018
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Informed current and prospective customers of promotions and new or upgraded products.
- Trained and mentored new telemarketers on best practices, communication strategies and performance standards.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Escalated concerns or advanced problem calls to management staff.
- Asked pertinent questions to understand customer requirements before transferring applicable calls.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
Sales Associate Specialist
Husqvarna Viking Inc
Plantation, FL
01.2016 - 08.2016
- Helped customers complete purchases, locate items and join reward programs.
- Informed customers of current store promotions to encourage additional sales purchases.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Stocked merchandise, clearly labeling items and arranging according to size or color.
- Increased sales and customer satisfaction through personalized servicing.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Greeted customers and helped with product questions, selections and purchases.
Education
Fashion Design
Miami Fashion Institute
Miami, FL 08.2016 - 05.2018
High School Diploma -
Fort Lauderdale High School
Fort Lauderdale, FL 08.2012 - 06.2016
Skills
Sales expertise
Complaint resolution
Key holder experience
Order fulfillment
Money handling abilities
Warehousing functions
Staff education and training
Shipping procedures understanding
Creative problem solving
Administrative support
Retail store support
Retail materials management
Professional telephone demeanor
Stocking and replenishing
Receiving support
Meticulous record keeper
Written and verbal communication
Interests
Fashion Design
Set Design
Floral Arrangements
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Sell your cleverness and buy bewilderment.
Rumi
Timeline
4-40 Customer Service Representative
Liberty Tax Service
01.2021 - 11.2022
MyAdvocate Social Worker
Change HealthCare Inc
01.2019 - 02.2020
Personal Assistant to the Chief Executive Officer
Jadore Fancy
08.2018 - 12.2020
Fashion Design
Miami Fashion Institute
08.2016 - 05.2018
Telesales Agent
T-Mobile/iQor
07.2016 - 12.2018
Sales Associate Specialist
Husqvarna Viking Inc
01.2016 - 08.2016
High School Diploma -
Fort Lauderdale High School
08.2012 - 06.2016