Kwacharia Edge
Columbus,GA
Summary
Responsible and Personal customer service and team player. Ability to effectively communicate complex ideas and concepts in written forms. Ability to work independently and multi-task. Expert at finding a win-win solution. Proficient in Microsoft and excel and windows. Strong analytical skills. Calm and Composed in stressful situations with successful record of reducing Customers dissatisfaction through acknowledgment. Resourceful Call Center Representative known for maintaining high productivity and efficiently completing tasks. Specialize in effective communication, quick problem-solving, and accurate record-keeping. Excel in active listening, empathy, and patience, ensuring customer satisfaction and resolution of inquiries with professionalism and warmth.
Overview
5
5
years of professional experience
Work History
Call Center Representative
BroadPath Healthcare
Columbus, GA
06.2023 - 02.2025
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
- Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis.
- Maintained strong call control, and quickly worked through scripts to address problems.
- Consulted with customers to resolve service and billing issues.
- Offered resolutions to de-escalate calls and resolve customer issues.
- Managed customers' expectations by clarifying needs, identifying options, and recommending products and services.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Engaged actively with callers, confirming or clarifying information, and diffusing anger.
- Resolved customers' inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
- Processed orders, forms, applications, and requests accurately and efficiently.
Customer Service Representative
Heathcare Customer Service Representative
Atlanta, GA
12.2022 - 10.2023
- Operated POS Systems to itemize and complete an average of numbers customers purchased
- Processed orders and requests as per guidelines provied by policies set by corporate
- Shared product knowledge with customer while making personal recommendations
- Listened to customer feedback, provided appropriate responses, and forwarded issues to the appropriate department
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Met or exceeded call speed, accuracy and volume benchmarks on consisten basis
- Maintained strong call control and quickly worked through scripts to address problems
- Managed customer expectations by clarifying needs, identity options and recommending products and services
- Asked probing questions to determine service needs of accurately input information into electronic systems
- Offered resolution to de-escalate calls and solve customer issues
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
Customer Agent
GC Services
Columbus, GA
05.2020 - 11.2022
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Performed data entry tasks accurately while maintaining speed requirements.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Updated databases with new and modified customer data.
- Developed strong customer relationships to encourage repeat business.
Education
High School Diploma -
Kendrick High School
01.2020
Skills
- Billing Inquiries
- Customer service
- Document Preparation
- Data Accuracy
- HIPAA compliance
- Multitasking
- Information Collection
- Call Center Operations
- Problem solving
- Data Entry
- Word Processing
- Order and Refund Processing
- Customer Service
- Quality Control
- Interpersonal Skills
- Confidentiality
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Upselling Products and Services
- Upbeat and Positive Personality
Timeline
Call Center Representative
BroadPath Healthcare
06.2023 - 02.2025
Customer Service Representative
Heathcare Customer Service Representative
12.2022 - 10.2023
Customer Agent
GC Services
05.2020 - 11.2022
High School Diploma -
Kendrick High School
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