Summary
Overview
Work History
Education
Skills
Timeline
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Serena Edwards

Columbia,South Carolina

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

26
26
years of professional experience

Work History

Retention Customer Service Representative

Liberty Medical
02.2009 - 08.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Banker Coach

Wells Fargo & Company
04.2016 - 01.2021
  • Oversaw, guided and challenged compliance for risk management activities.
  • Executed risk-based compliance testing program to assess compliance performance with focus on lending and privacy protections at federal, state and local levels.
  • Trained and mentored [Number] new personnel hired to fulfill various roles.
  • Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
  • Performed horizontal reviews for risk assessment and analyses, policies, procedures and corrective actions.
  • Responded to day-to-day compliance questions from management and staff.

Guest Relations Officer

Red Roof Inn Hotel
02.2011 - 05.2018
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Assisted guests with check-ins, account inquiries and any additional services needed.

Education

No Degree - Paralegal Studies

Kaiser Career College
Stuart, FL

No Degree - General Studies

Indian River State College
Ft. Pierce, FL

High School Diploma -

Fort Pierce Central High School
Fort Pierce, FL

Skills

  • Efficient and Detail-Oriented
  • Responding to Difficult Customers
  • Customer Account Management
  • Information Updates
  • Customer Data Confidentiality
  • Upbeat and Positive Personality

Timeline

Banker Coach

Wells Fargo & Company
04.2016 - 01.2021

Guest Relations Officer

Red Roof Inn Hotel
02.2011 - 05.2018

Retention Customer Service Representative

Liberty Medical
02.2009 - 08.2022

No Degree - Paralegal Studies

Kaiser Career College

No Degree - General Studies

Indian River State College

High School Diploma -

Fort Pierce Central High School

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