Samaria Edwards
Saint Louis,MO
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Insight Global
07.2024 - 11.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various application issues.
- Managed high levels of call flow and responded to technical support needs.
Customer Service Representative
Goldschmitt and Associates
07.2022 - 08.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information regarding federal student loans.
- Managed approximately 60 incoming calls, emails and chat per day from customers.
- Utilized Zendesk to respond to customer’s chats and emails.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Coordinator
Aston Carter
08.2021 - 04.2022
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement
- Recommended and upsold new products, resulting in 5% increase in revenue
Customer Care Representative
WIPRO Infocrossing
09.2019 - 03.2020
- Utilized CRM systems to accurately track customer interactions and update account information
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Education
Bachelor of Science - Psychology
Lincoln University
Jefferson City, MO05.2019
Skills
- Customer Service
- Technical Support
- Conflict Resolution
- Critical Thinking
- Written & Oral Communication
- Time Management
- Data Entry
- Returns Policy Familiarity
- Interdepartmental Collaboration
- Active listening
- Microsoft Office
- Remote support
- Ticketing system proficiency
Timeline
Customer Service Representative
Insight Global
07.2024 - 11.2024
Customer Service Representative
Goldschmitt and Associates
07.2022 - 08.2024
Customer Service Coordinator
Aston Carter
08.2021 - 04.2022
Customer Care Representative
WIPRO Infocrossing
09.2019 - 03.2020
Bachelor of Science - Psychology
Lincoln University
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