Tyreonna Edwards
Mesquite
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Aetna/CVS
07.2023 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Claims Analyst
Advanced Call Center Technologies LLC
10.2020 - 02.2023
- Maintained strict confidentiality with all personal data as per company guidelines.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Reduced claims processing time by implementing efficient analytical techniques and strategies.
Customer Service Representative (Seasonal)
Willis Towers Watson
09.2019 - 10.2020
- Enhanced customer satisfaction by quickly resolving inquiries and complaints.
- Addressed customer needs effectively for improved service delivery.
- Assisted customers to ensure a positive experience.
- Built relationships with customers by actively listening and engaging.
Customer Service Representative Team Lead
Teletech
05.2017 - 09.2019
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
Customer Service Representative Team Lead
OptumRx
10.2015 - 05.2017
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
Education
Bachelor of Science - Health And Human Services
Bryant And Stratton College
06-2026
Associate of Applied Science - health and human services
Bryant & Stratton
12.2023
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Call center experience
- Team development
- De-escalation techniques
Timeline
Customer Service Representative
Aetna/CVS
07.2023 - Current
Claims Analyst
Advanced Call Center Technologies LLC
10.2020 - 02.2023
Customer Service Representative (Seasonal)
Willis Towers Watson
09.2019 - 10.2020
Customer Service Representative Team Lead
Teletech
05.2017 - 09.2019
Customer Service Representative Team Lead
OptumRx
10.2015 - 05.2017
Bachelor of Science - Health And Human Services
Bryant And Stratton College
Associate of Applied Science - health and human services
Bryant & Stratton
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