Secoya Edwards
Summary
High-energy Customer Service professional eager to contribute skills and experience to a new and challenging role. Dedicated team member with excellent communication skills and a pleasant demeanor. Efficient at accurately and quickly processing payments. Provide unrivaled support to effectively drive customer loyalty. Problem-solver with experience in customer service. By promoting current deals, we were able to increase sales. Cashier with strong mathematical abilities to calculate and verify totals who is tech-savvy and well-versed in POS operations. Organized and enthusiastic, with experience processing payments accurately and ensuring high levels of customer satisfaction in all interactions. Exceeding customer expectations to increase customer loyalty and retention is something I'm passionate about. Customer service and any type of POS software training. Motivated and professional, with a pleasant and hardworking personality. Professional with 8 years of experience who is resourceful and driven.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
West Call Center
10.2021 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Call Center Customer Service Representative
InfoCision
07.2020 - 11.2021
- Dealt with customer complaints as well as urgent requests and needs
- By staying on top of call scripts and maintaining control over the direction of conversations, I was able to increase productivity
- Met or exceeded revenue targets with successful promotions of sales during routine inbound calls and outbound sales follow-ups
- Checked terms for fee and donation policies to determine rules and enforce them with customers
- Assisted multiple customers by approaching conversations with a positive attitude and a smile every call
- Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service
- Investigated issues by looking for similar problems in the past and recommending the best solution
- Entered information about customer interactions into Software to track requests, document problems, and keep track of solutions provided
- Met and consistently exceeded revenue quotas by promoting products and services during routine calls
- Preserved revenue streams where possible, using refunds as a last resort to maintain customer satisfaction with strong communication and negotiation skills
- Spoke with customers about their concerns about products or services in order to resolve issues and increase sales
- Consistently met or exceeded any set benchmarks
- Taught customers how to use company systems, fill out forms, and get the services they wanted
- High Call Volume, making sure every called is answered and conducted with care
Cashier
Family Dollar
05.2020 - 06.2020
- Credit cards, checks, gift cards, and coupons were all processed by me
- Immediately informed the manager of any accidents, injuries, or unsafe working conditions
- Keep checkout areas clean and orderly, as well as perform other cleaning tasks such as mopping floors and emptying trash cans
- Provide excellent customer service by scanning and bagging groceries quickly and courteously, as well as answering phone calls
- Trained team members to work as cashiers in accordance with company policies and procedures
- By highlighting target merchandise with strategic promotional approaches, I was able to consistently meet upsell goals
- Processed new orders quickly and accurately, completing daily transactions
- Helped customers by answering their questions and completing their requests
Customer Service Representative Agent
Maximus
08.2017 - 11.2019
- Increased the team's revenue by over $[Amount] in sales
- Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me
- Implemented marketing strategies that resulted in a 12% increase in the number of customers
- Proposed a new procedure to persuade canceling customers to stay with the company, which resulted in a reduction of 12% in cancellations
- Created multi-threaded admin web applications based on the customers needs
- Answered customer calls promptly to avoid long wait times on hold
- Examined departmental documents to determine how they should be distributed and filed
- Evaluated technical problems using the company's troubleshooting resolution tree while leveraging my personal expertise to find appropriate solutions
- Implemented [Programming Language]-based testing features to use on the final product
- Gathered customer feedback and made process changes in order to exceed 40% customer satisfaction goals
- Assisted various business groups with document organization and dissemination during acquisitions
- Met and consistently exceeded revenue quotas by promoting products and services during routine calls
- Double-checked the data's accuracy and integrity
- Answered an average of 100 or more calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products
- Provided primary customer support to internal and external customers in a fast-paced environment
- Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns
Money Center Cashier
Walmart Supercenter
05.2013 - 03.2016
- Examined and resolved discrepancies between accounting data and cash drawer data
- Maintained customer satisfaction by promptly and professionally handling [Type] product returns
- Counted the cash in the register drawer at the start and end of each shift
- Assisted customers in managing large purchases by collecting items from shelves and storage locations
- Handled POS transactions such as checks, cash, credit card purchases, and refunds
- Checked customers' identification for proof of age and refused to sell alcohol or tobacco to minors
- Assisted customers in completing purchases, locating items, and enrolling in reward programs in order to increase customer loyalty, satisfaction, and sales
- Educated customers about promotions to increase sales
- Reconciled the cash drawer, accounting for errors and resolving discrepancies at the start and end of each shift
- Assisted customers in locating and selecting merchandise in any store department
- Counted drawers quickly and accurately at the start and end of each shift
- Kept an eye on self-checkout systems and offered assistance or intervention as needed
- Received the 'Employee of the Month' award after 6 months of employment
Education
High School -
Pensacola High School
Pensacola, FL06-2012
Skills
- Customer service
- Cash handling
- Payment processing
- Transaction reconciliations
- Credit card processing
- Sales expertise
- Multi-tasking ability
- Good telephone etiquette
- Computer proficiency
- Staff training
- Problem-solving
- Mathematical strengths
- Customer needs assessment
- Refunds and exchanges
- Order monitoring
- Outgoing and enthusiastic
- Active listening
- Critical thinking
- Relationship building
- Call center experience
- Problem resolution
- Complaint handling
- Complaint resolution
- Data collection
Accomplishments
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Achieved Results through effectively helping with Clients.
- Documented and resolved Issues .
Languages
English
Full Professional
Timeline
Customer Service Representative
West Call Center
10.2021 - 03.2024
Call Center Customer Service Representative
InfoCision
07.2020 - 11.2021
Cashier
Family Dollar
05.2020 - 06.2020
Customer Service Representative Agent
Maximus
08.2017 - 11.2019
Money Center Cashier
Walmart Supercenter
05.2013 - 03.2016
High School -
Pensacola High School
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