Naphesia Edwards
Fort Pierce,FL
Summary
Customer Service and Claims Support Professional with a strong background in high-volume support, accurate documentation, and customer issue resolution. Handles records, case tracking, and communication with customers, vendors, lenders, and internal teams to support timely claims processing and a smoother service experience.
Overview
12
12
years of professional experience
Work History
Senior Customer Service & Claims Support Representative
Progressive Insurance Company
01.2018 - Current
- Handled high-volume workloads while meeting quality standards, ensuring timely responses to customer needs.
- Managed customer records and maintained accurate documentation to support efficient claims processing.
- Assisted customers with inquiries, documentation requests, and issue resolution, enhancing customer satisfaction.
- Engaged with customers, vendors, lenders, and internal departments to facilitate effective communication.
Customer Service Representative
Connie Duglin Linen
01.2017 - 01.2018
- Answered customer calls regarding linen rentals and service inquiries, providing information and support. for linen rentals, event orders, and service questions.
- Processed customer orders and addressed inquiries via phone and email, enhancing customer satisfaction.
- Maintained customer records and resolved service concerns, ensuring timely support for customer needs.
- Resolved invoice questions using company billing records and account notes.
- Entered order details for Connie Duglin Linen accounts and delivery schedules.
Customer Service Agent
Frontier Communications / AT&T One Touch Direct
01.2016 - 01.2017
- Addressed and resolved customer concerns efficiently in high-volume call center environment, while maintaining service quality.
- Handled inbound Frontier Communications customer calls about billing, accounts, and service questions.
- Resolved AT&T One Touch Direct customer issues using CRM and ticketing systems.
- Facilitated account setup, addressed billing inquiries, and processed payments to enhance customer satisfaction.
- Verified account details and processed service changes for residential telecom customers.
Customer Service Associate
United States Post Office
01.2015 - 01.2016
- Assisted customers with shipping and mailing requests, ensuring timely service delivery.
- Assisted postal customers with mailing options, postage rates, and package tracking.
- Processed retail transactions using postal point-of-sale systems and cash drawers.
- Processed transactions and maintained accurate records to support efficient operations.
- Sorted incoming and outgoing mail for delivery and dispatch.
Education
Associate degree, Diploma - International Shipping and Logistics, Computer Literacy
Skills
- Customer Service, Customer Support, Problem Resolution, Conflict Resolution, Data Entry, Administrative Support, Document management, Customer loyalty, Phone communication, Microsoft Office, Time Management, Multitasking, Team Collaboration, Records Management, CRM Systems
- Customer loyalty
- Phone communication
- Case tracking
Accomplishments
- Outstanding Achievement in Customer Service (2018-2019)
- Outstanding Performance in Meeting Sales Goals and Customer Service
Timeline
Senior Customer Service & Claims Support Representative
Progressive Insurance Company
01.2018 - Current
Customer Service Representative
Connie Duglin Linen
01.2017 - 01.2018
Customer Service Agent
Frontier Communications / AT&T One Touch Direct
01.2016 - 01.2017
Customer Service Associate
United States Post Office
01.2015 - 01.2016