Markiea A. Edwards
Tampa,FL
Summary
Adaptable and dependable professional with over 10 years of experience delivering top-tier customer service in fast-paced environments. Skilled in handling sensitive information, resolving complex issues with empathy and efficiency, and maintaining high performance in both Call center, Retail, and Hospitality settings. Demonstrates excellent written and verbal communication, email etiquette, data entry skills, and phone professionalism. Known for strong active listening, problem solving, and multitasking abilities while thriving in both independent and team driven environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Associate Expert
T-Mobile
Tampa
09.2017 - 12.2024
- Delivered exceptional remote support to customers regarding billing, insurance, upgrades and device troubleshooting via phone and digital channels.
- Managed 60-75 incoming calls a day as well as contacted customer via email and outbound calls
- Utilized strong problem-solving and listening skills to resolve customer service concerns quickly and effectively.
- Exceeded KPIs including FCR (First call resolution), NPS (Net promoter score), and service revenue targets.
- Managed high-stress situations with professionalism, maintaining composure while providing exceptional service under pressure.
Human Resources Benefits Representative
Jp Morgan Chase
Tampa
01.2017 - 07.2017
- Supported healthcare and insurance enrollment for employees and retirees.
- Explained plan options and issued severance packages with professionalism and accuracy.
- Maintained confidential information in compliance with company and privacy policies.
- Developed and implemented training materials for new HR representatives, improving onboarding efficiency.
- Conducted regular audits on benefits data, ensuring accuracy and compliance with regulations.
Receptionist/Sales Associate
Pia Day Spa
Tampa
03.2015 - 10.2016
- Greeted clients and scheduled appointments with attention to customer preferences.
- Upsold products and spa services, maintained a clean and welcoming environment.
- Handled payments and maintained accurate client records.
- Provided exceptional customer service, addressing client inquiries and resolving issues promptly.
- Handled assignments independently with good judgement and critical thinking skills.
Customer Service/Sales Representative
One Touch Direct
Tampa
08.2013 - 02.2015
- Provided billing support and product information to customers through high-volume calls.
- Maintained quality service while handling a variety of customer concerns independently.
- Demonstrated strong verbal communication and customer retention strategies.
- Promoted products and services to enhance customer satisfaction and retention.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
Appointment Setter/Agent Booker
Barbizon International Modeling Agency
Tampa
01.2012 - 05.2013
- Scheduled consultations and followed up with leads through outbound calls and emails.
- Maintained client rapport and provided detailed program information with professionalism.
- Monitored appointment-setting metrics, adjusting strategies to maximize conversion rates and meet targets.
- Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
Coordinator/event Support
T & M Prestige Catering
Atlanta
09.2010 - 08.2012
- Coordinated food prep and service for weddings, corporate events, and private parties.
- Ensured food was handled and served in compliance with safety and sanitation standards.
- Managed client expectations and provided on-site customer support during events.
- Managed vendor relationships to optimize supply chain efficiency and service quality.
- Oversaw scheduling and staffing for events, aligning resources with client needs.
- Managed inventory systems, optimizing supply chain processes for efficiency.
Education
High School Diploma -
Florida Career College
Tampa, FL05.2013
Skills
- Energetic Work Attitude
- Time Management & Multitasking
- Team and solo work adaptability
- HIPAA compliance knowledge
- Customer Service Expert & Sales Support
- Call Center Operations & Technical Troubleshooting
- Appointment Scheduling
- Computer Literate, Including Windows, Word, Excel
- POS & Inventory Systems
- Proficient in typing at 50 WPM
Certification
ServSafe Food Handler Certified
Timeline
Associate Expert
T-Mobile
09.2017 - 12.2024
Human Resources Benefits Representative
Jp Morgan Chase
01.2017 - 07.2017
Receptionist/Sales Associate
Pia Day Spa
03.2015 - 10.2016
Customer Service/Sales Representative
One Touch Direct
08.2013 - 02.2015
Appointment Setter/Agent Booker
Barbizon International Modeling Agency
01.2012 - 05.2013
Coordinator/event Support
T & M Prestige Catering
09.2010 - 08.2012
High School Diploma -
Florida Career College
Education, Community Affiliations and Personal Skills
- Mary Joe’s Performing Arts Academy - Professional Ballet Performer
- Walk A thon for March of Dimes, Atlanta, GA 2010
- Model for Barbizon Modeling Agency/Actor/Fashion Merchandising Specialist