Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Hi, I’m
Shawmine Edwards
Humble,TX
Summary
Overview
9
years of professional experience
Work History
DIRECTV
Customer Retention Agent
10.2021 - 12.2023
Job overview
- Developed new strategies for customer retention activities.
- Adhered to appropriate legal scripting when required.
- Developed product demonstrations and presentations for customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered constant flow of customer calls with minimal wait times.
Advanced Diagnostics Hospital
Call Center Customer Service Specialist
12.2017 - 03.2020
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved customer complaints and addressed emergency requests and needs.
- Used computer software to store and retrieve data.
- Scheduled appointments for customers over telephone.
- Communicated with patients, ensuring that medical information was kept private.
- Answered up to 50 incoming calls in busy, fast-paced global call center.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Completed data entry tasks with accuracy and efficiency.
- Entered data into various computer systems accurately using Microsoft Office Suite.
OTG Management JFK Airport
Team Lead
09.2016 - 12.2017
Job overview
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Jack In The Box
Supervisor
05.2015 - 08.2016
Job overview
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
Education
Lone Star College SystemSpring, TX
Associate of Applied Science from Paralegal Studies
05.2025
University Overview
Aveda InstituteThe Woodlands, TX
Esthetician License from Cosmetology
04.2021
University Overview
Nimitz High SchoolHouston, TX
High School Diploma
06.2016
University Overview
Skills
- Training Junior Team Members
- Customer Interaction
- Customer Loyalty
- Providing Feedback
- High-Volume Environments
- Team Leadership
- Verbal and Written Communication
- Microsoft Access
- Database Data Entry
- Patient Charting
- Customer Relationship Management
Timeline
Customer Retention Agent
DIRECTV
10.2021 - 12.2023
Call Center Customer Service Specialist
Advanced Diagnostics Hospital
12.2017 - 03.2020
Team Lead
OTG Management JFK Airport
09.2016 - 12.2017
Supervisor
Jack In The Box
05.2015 - 08.2016
Lone Star College System
Associate of Applied Science from Paralegal Studies
Aveda Institute
Esthetician License from Cosmetology
Nimitz High School
High School Diploma
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