Kiara Edwards
Arlington
Summary
Results-driven team lead with expertise in communication, issue resolution, multi-tasking and customer satisfaction. Proven ability to enhance onboarding efficiency while successfully managing high-stress situations to maintain team performance.
Overview
7
7
years of professional experience
Work History
Customer Service Representative Team Lead
Capgemini
Irving, TX
02.2023 - 03.2026
- Trained new-hires on best practices, data systems, and improving onboarding efficiency and QA team performance to reach service goals.
- Led weekly team meetings to discuss challenges, share insights, and offered extra training to staff toward achieving CSR goals.
- Managed high-stress situations and maintaining professionalism under pressure while addressing complex issues,resolving disputes or conflicts w/customers and/or team members.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Responded,recorded,resolved and maintained customer requests for products, services, and company information.
Remote Renewal Specialist
Medline Inc
New Orleans, LA
07.2019 - 01.2023
- Managed customer renewal processes, ensuring compliance with company policies.
- Mentored junior staff group of 10 on best practices for managing renewals and increasing customer retention by proactively identifying and resolving potential issues.
- Managed a portfolio of accounts, ensuring all renewals were completed accurately and on time.
- Conducted regular follow-ups with clients to ensure continued satisfaction with products and/or services provided.
Education
Associate of Arts - Business Administration And Management
University of Phoenix
Tempe, AZ08-2027
Skills
- Team and time management
- CRM software
- Call center experience
- Complaint handling
- Excellent communication
- Attention to detail and organization
- Issue resolution
- Inbound and outbound calls
- Product knowledge
- Multitasking and teamwork collaboration
- Problem-solving abilities
- Report preparation
Timeline
Customer Service Representative Team Lead
Capgemini
02.2023 - 03.2026
Remote Renewal Specialist
Medline Inc
07.2019 - 01.2023
Associate of Arts - Business Administration And Management
University of Phoenix