Nicole Edmerson
The Colony,TX
Summary
This is in reference to the position that is available. I possess several years of training and experience in Customer Service, Client and Patient accounts. In addition, performing in a professional office setting, critical thinking and problem-solving experience. Currently have a Certificate in Medical Billing & Coding obtained through South Arkansas Community College. Definitely available immediate for an interview, testing and to start employment. I look forward to working with the company.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
02.2023 - 07.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Internal Revenue Service, IRS
11.2021 - 02.2022
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Investigated and resolved accounting, service and delivery concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Business Development Center Agent
Motiiv
07.2020 - 06.2021
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Developed business rapports using cold and warm techniques.
- Used SalesForce to handle current portfolio and prospective leads.
- Reviewed client concerns and recommended appropriate changes to supervisors.
- Exceeded target individual average revenue goals year over year.
- Utilized sales techniques to build customer interest and close sales.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Implemented upselling techniques to increase revenue and move product.
- Expanded business through effective network development, identifying new, and prospective clients.
- Utilized knowledge of industry trends to develop value-added solutions and approaches for target audiences.
Retention Specialist
AT&T
04.2016 - 10.2018
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Reported issues and recognized development areas to eliminate repeat occurrences.
Education
Technical Certificate - Medical Billing & Coding
South Arkansas Community College
El Dorado, AR05.2012
High School Diploma -
Lincoln High School
San Diego06.2001
Skills
- Transportation Solution
- Customer Service
- Money Handling Abilities
- POS Systems Expertise
- Technical Support
- Recordkeeping Strengths
- Microsoft Excel
- Critical Thinking
- Refund Processing
- Customer Retention Strategies
- Credit Card Payment Processing
- Filing
- Order Processing
- Retail Sales Customer Service
Timeline
Customer Service Representative
Southwest Airlines
02.2023 - 07.2023
Customer Service Representative
Internal Revenue Service, IRS
11.2021 - 02.2022
Business Development Center Agent
Motiiv
07.2020 - 06.2021
Retention Specialist
AT&T
04.2016 - 10.2018
Technical Certificate - Medical Billing & Coding
South Arkansas Community College
High School Diploma -
Lincoln High School
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