NICOLE EDWARDS
Orlando,Florida
Summary
Customer Service Representative experienced in managing payment processing and student check-in procedures. Delivered operational efficiency through superior computer skills and effective task management in fast-paced environments. Focused on maintaining positive client relations and resolving conflicts through creative problem-solving and attention to detail.
Overview
26
26
years of professional experience
Work History
Driver
Lyft
Orlando, WV
08.2025 - 01.2026
- Operated Lyft vehicle to transport riders safely to requested destinations.
- Used Lyft app navigation to follow pickup routes and trip details.
- Followed traffic laws and company safety standards during every ride.
Customer Service Representative
SunPass Operations
Orlando, WV
04.2024 - 04.2025
- Assisted SunPass customers with toll account questions and service requests.
- Explained SunPass billing, payments, and transponder policies to callers.
- Resolved account issues using customer service systems and records.
Assistant extended day Coordinator
OCPs
Orlando, Fl
01.2017 - 01.2021
- Managed client referrals to connect families with appropriate resources
- Documented discipline incidents and resolved conflicts to maintain a positive environment
- Assign teacher tasks for the day
- Log kids in/out
- Processed payments to ensure timely and accurate transactions
Customer Service Account Representative
Synchrony Financial
Orlando, Fl
01.2016 - 01.2017
- Processed credit card payments to ensure timely transactions
- Resolved billing issues and disputes to enhance customer satisfaction
- Managed claims processing
- Investigated fraud allegations
- Coordinated delivery schedules
Customer Service Account Representative
Jp Morgan Chase
Lake Mary, Fl
01.2014 - 01.2016
- Handled 100-150 calls daily, addressing customer inquiries on billing, resolving issues, and providing product information while processing payments and credits.
- Described card benefits/fees and upcoming promotions.
- Suggested alternative products based on customer preferences and requirements.
- Delivered exceptional customer experiences by demonstrating empathy and resolving issues promptly.
- Answer product questions with up-to-date knowledge of changes/terms.
Sr Customer Service Specialist
Aon Hewitt
Orlando, Florida
02.2002 - 08.2013
- Investigated and resolved customer inquiries and complaints in a timely and empathic manner.
- Answered between 50-100 calls per day.
- Resolved customer inquiries and complaints efficiently, ensuring high satisfaction and retention.
- Ask open-ended questions and probe to find out reason for call.
- Engaged customers with open-ended questions to gather detailed information about their needs. and probe to find out the reason for call.
- Managed diverse customer service and administrative tasks, leading projects such as Egains, hardship team, and life benefits specialist.
Account Representative
Alliant Food Service ( US Food Service
Santa Ana, California
09.1999 - 08.2001
- Took calls for Orders from many businesses, including military orders, schools, restaurants, Hotels.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Recommended, selected and helped locate out-of- stock items. Scheduled off cycle delivery in some cases if it's a couple items delivered myself using a personal vehicle.
- Scored in the top 10% of employees with the best customer satisfaction.
- Acted as liaison between account manager and customers to facilitate communication and resolve inquiries.
- Recommended, selected and helped locate out-of- stock items. Scheduled off cycle delivery in some cases if it's a couple items delivered myself using personal vehicle.
- Processed invoices for billing and accounting.
Education
High School -
Miami Southridge Sr High School
Miami, FloridaSkills
- Payment processing
- Program coordination
- Child supervision
- Conflict resolution
- Decision making
- Creative problem solving
- Proficient in Windows XP, Word, Excel and PowerPoint
- Incident documentation
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
Accomplishments
- Top 100 Surveys, 2014
- Top 10% adherence, 2014
VOLUNTEER WORK
Title: CUSTOMER SERVICE REPRESENTATIVE
Timeline
Driver
Lyft
08.2025 - 01.2026
Customer Service Representative
SunPass Operations
04.2024 - 04.2025
Assistant extended day Coordinator
OCPs
01.2017 - 01.2021
Customer Service Account Representative
Synchrony Financial
01.2016 - 01.2017
Customer Service Account Representative
Jp Morgan Chase
01.2014 - 01.2016
Sr Customer Service Specialist
Aon Hewitt
02.2002 - 08.2013
Account Representative
Alliant Food Service ( US Food Service
09.1999 - 08.2001
High School -
Miami Southridge Sr High School