Twynesia Edwards
Ellenwood,GA
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
10
10
years of professional experience
Work History
Technical Support Representative
Kelly Connect Services
05.2023 - Current
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Customer Service Representative
Experian Credit Reporting Agency
04.2022 - 08.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor if needed.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Chat Representative
H&r Block
12.2021 - 04.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer inquiries and provided accurate information about products and services via live chat
- Documented all customer information accurately in computer system, providing dated notes for future reference.
Manager
McDonald's Restaurant
05.2014 - 04.2020
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Sales Associate
Victoria's Secret & PINK
10.2018 - 01.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Managed returns, exchanges and refunds in accordance with store policy.
- Engaged with customers to build rapport and loyalty.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
Manager
Fallas Paredes Discount Stores
09.2016 - 03.2018
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Optimized store displays and appearance via strategic merchandising.
- Completed routine store inventories.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Maintained customer satisfaction with quick and professional handling of product returns..
- Completed point of sale opening and closing procedures.
- Supervised guests at front counter, answering questions regarding products.
Education
High School Diploma -
Morrow High School
Morrow, GA05.2013
Skills
- Spreadsheets
- Grammar
- Remote Support
- Customer Service
- Appointment Scheduling
- Mac systems
- Microsoft Word
- Multi-Line Telephone Operation
- Research
- Money Handling Abilities
- Prioritization
- Billing Adjustments and Refunds
- Remote Technical Support
- Customer Relations
- Active Listening
- Technical Troubleshooting
Timeline
Technical Support Representative
Kelly Connect Services
05.2023 - Current
Customer Service Representative
Experian Credit Reporting Agency
04.2022 - 08.2023
Customer Service Chat Representative
H&r Block
12.2021 - 04.2022
Sales Associate
Victoria's Secret & PINK
10.2018 - 01.2019
Manager
Fallas Paredes Discount Stores
09.2016 - 03.2018
Manager
McDonald's Restaurant
05.2014 - 04.2020
High School Diploma -
Morrow High School
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