Jekia Edwards-Waites
Memphis
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Alorica
10.2024 - Current
- Resolved customer inquiries through various communication channels, ensuring high satisfaction levels.
- Managed complex customer accounts, providing tailored solutions to enhance client relationships.
- Streamlined issue resolution processes, reducing response times and improving service efficiency.
- Developed training materials that enhanced team performance and knowledge retention.
- Analyzed customer interactions to identify trends and recommend strategic enhancements to services.
- 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.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Medical Office Assistant
Frayser Medical
02.2023 - 03.2024
- Managed patient scheduling and appointment confirmations to enhance clinic efficiency.
- Assisted in maintaining accurate patient records using electronic health record systems.
- Coordinated communication between medical staff and patients to ensure seamless information flow.
- Streamlined office procedures, reducing wait times for patients during check-in and check-out processes.
- Implemented inventory management strategies for medical supplies, ensuring availability without excess stock.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Updated patient information and insurance details for accurate electronic medical records.
- Used [Software] to schedule appointments for doctor visits and procedures.
- Contributed to a positive work environment by maintaining organized files and facilitating clear communication between staff members.
Receptionist
Love, Peace and Harmony
01.2022 - 01.2023
- Managed multi-line phone systems, ensuring efficient call routing and prompt client assistance.
- Coordinated scheduling for appointments, optimizing staff availability and improving client satisfaction.
- Assisted with onboarding new staff, providing training on office procedures and systems.
- Oversaw office supply inventory management, ensuring resource availability while minimizing waste.
- Trained junior receptionists on best practices for customer service and administrative tasks.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Order Processor
Nike Warehouse
10.2019 - 12.2021
- Processed and fulfilled customer orders accurately and efficiently using ERP systems.
- Coordinated order tracking and inventory management to ensure timely delivery.
- Collaborated with cross-functional teams to resolve order discrepancies effectively.
- Trained new team members on order processing procedures and best practices.
- Conducted regular audits of order entries to ensure data integrity and accuracy.
- Processed customer orders in line with established policies and procedures.
- Received and followed pick sheets to gather merchandise for customer orders.
- Conducted regular audits of completed orders to ensure accuracy and identify areas requiring attention or improvement.
Customer Service Representative
Conduent
12.2017 - 09.2019
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
MS Health Holdings
06.2015 - 11.2017
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Service Masters Inc
10.2013 - 05.2015
- Managed high volume inbound calls, ensuring timely resolution of customer inquiries.
- Developed and implemented processes to improve response times and customer satisfaction.
- Resolved complex customer issues by utilizing CRM software to track interactions and outcomes.
- Collaborated with team members to identify trends in customer feedback, enhancing service delivery.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Sales Associate
Beauty Secrets
07.2012 - 09.2013
- Delivered exceptional customer service to enhance client satisfaction and loyalty.
- Managed inventory levels to ensure product availability and minimize stock shortages.
- Collaborated with team members to achieve sales targets and improve store performance.
- Trained new associates on sales techniques, product knowledge, and operational procedures.
- Implemented visual merchandising strategies to optimize product displays and drive sales.
- Developed promotional displays that increased foot traffic and boosted seasonal sales.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Education
High school diploma -
Westside High School
Memphis, Tn05.2005
Associate of Science - Medical Office And Billing Specialist
Ultimate Medical Academy
Clearwater, FL08-2024
Skills
- Multitasking abilities
- Computer skills
- Customer service
- Teamwork
- Basic math
- Written Communication
- [Type] Software proficiency
- Flexible & Adaptable
- Reading comprehension
- Responsible
- Critical thinking
- Active listening
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Microsoft Excel
- Microsoft outlook
- Scheduling
- Product knowledge
- Appointment scheduling
- Order processing
- Administrative support
- Documentation
- Clerical support
- Order fulfillment
- Research
Timeline
Customer Service Representative
Alorica
10.2024 - Current
Medical Office Assistant
Frayser Medical
02.2023 - 03.2024
Receptionist
Love, Peace and Harmony
01.2022 - 01.2023
Order Processor
Nike Warehouse
10.2019 - 12.2021
Customer Service Representative
Conduent
12.2017 - 09.2019
Customer Service Representative
MS Health Holdings
06.2015 - 11.2017
Customer Service Representative
Service Masters Inc
10.2013 - 05.2015
Sales Associate
Beauty Secrets
07.2012 - 09.2013
High school diploma -
Westside High School
Associate of Science - Medical Office And Billing Specialist
Ultimate Medical Academy
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