BARBARA F. EDWARDS

**** *. ***** **., ***** Bend, IN 46628

Home: 574-***-**** abkyqt@r.postjobfree.com Cell: 574-***-****

PROFESSIONAL TRAITS

• Top-performing customer service specialist with more than 20 years experience in diverse environments

• Strong communication, negotiation and interpersonal skills

• Experienced in collecting high revenue-generating accounts and answering intricate inquiries

• Managed projects and people through successful collaboration with multiple teams and departments

• Successful in training groups and individuals

• Skilled at follow-up and detail; extremely dependable

• Effective use of technology including Microsoft Office, SAP, Access, IBM’s Collection Database,AS400

PROFESSIONAL EXPERIENCE

Account Management

• Built productive relationships with clients, instituting incentives, which heightened efforts to promote

company’s products and services

• Maintained 75 tier-II accounts for midsize clients grossing over $3.5 million annually

• Coordinated the dispute escalation and resolution of unresolved client issues

• Served as the liaison for customer, marketing, contract and billing departments

• Reduced company expenses by 25% by creating a standardized Excel spreadsheet to track billing and

maintain contracted budget.

Leadership, Recruitment and Training

• Currently serving as the Regional Director overseeing 6 states that contain numerous chapters and

assuring that National, Regional and local objectives are met.

• Assure that all chapters are in compliance with National, Regional and local guidelines

• Responsible for the development and implementation of a Strategic Marketing Plan designed to increase

national awareness and increase membership

• Screen, identify and contacted qualified applicants

• Provided weekly training sessions to educate new and current members on corporate structure,

procedures and roles

• Coordinated educational and motivational weekend retreats for participants

• Incorporated cooperative education and role-playing activities to establish the relationship between

course material and students’ life experiences. Developed and implemented training materials that

combine course material and life experiences

Marketing and Promotions

• Organized and coordinated numerous events: youth symposiums, conferences, public speaking

engagements, training and development programs and seminars.

• Developed marketing plans: set goals; targeted special problems requiring attention; set up schedule of

appointments.

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Barbara F. Edwards Page Two

WORK HISTORY

Substitute Teacher, South Bend Community School Corporation, South Bend, IN 2004-present

Manage classroom responsibilities and maintained continuity of the learning process. Incorporated

cooperative education and role-playing activities to establish a relationship between course material and

students life experiences. Encouraged critical skills through the use of real scenarios where skills would be

applied. Also served as a instructor for the government endorsed Learning Enrichment After School

Program (LEAP) where students reading and math levels were assessed and then provided with a specific

enrichment program that would promote mastery and comprehension of subject matter.

Instructional Assistant, Summer Explorers/SBCSC, South Bend, IN 2008

Provide role-playing activities to establish a relationship between course material and students life

experiences. Ensure that activities correlated with the program objectives.

Call Center Agent, Woodwind and Brasswind, South Bend, IN 2005-2006

Address all inbound inquiries in a professional, friendly and timely manner to ensure customer

satisfaction. Verified customer information, maintain and exceeded the required amount of calls per day

according to policies and procedures established by the call center management. Document all pertinent

information in the AS400 system. Handle all inbound calls following established policies and procedures.

Maintain certain talk time established by Management. Trouble-shoot each call appropriately in order to

satisfy customer’s request. Assist with the training of new Call Center Agents .

Regional Director, Delta Psi Epsilon Christian Sorority, Inc., Great Lakes Region 2007-2009

Currently overseeing 6 states that contain numerous chapters and assuring that National, Regional and

local objectives are met. Assure that all chapters are in compliance with National, Regional and local

guidelines. Responsible for the development and implementation of a Strategic Marketing Plan designed

to increase national awareness and increase membership.Screen, identify and contacted qualified

applicants provided weekly training sessions to educate new and current members on corporate structure,

procedures and roles. Coordinated educational and motivational weekend retreats for participants.

Incorporated cooperative education and role-playing activities to establish the relationship between

course material and students’ life experiences. Developed and implemented training materials that

combine course material and life experiences

Administrative Coordinator/Cashier, TJ Maxx, Mishawaka, IN 2004

Handle cash office and administrative duties for store. Assist with Customer Service Desk duties

responsibilities. Provides training to sales associates on proper cash handling of techniques.

Administrative Specialist, IBM, Oakbrook Terrace, IL 1996-2003

Maintain 75 tier-II accounts for midsize clients grossing over $3.5 million annually. Provided daily

analysis of accounts receivables reports, delinquencies, and billing inconsistencies. Escalated unresolved

client issues to proper authority. Participated in weekly account reviews with management team, and

served as a liaison between billing department and the client. Prepare detailed reports for delinquent

accounts.

Career Note: Additional professional roles Primerica Financial Services (Licensed Financial Consultant), and Mary Kay

Cosmetics (Consultant). Details upon request.

EDUCATION

Masters of Business Administration (MBA), Indiana Wesleyan University, Marion, IN., December 2006

Bachelors of Science (BS), Apparel Merchandising, Indiana University, Bloomington, IN., December 1994

AFFILIATIONS VOLUNTEER ACTIVITIES

National Association of Female Executives (NAFE) African-American Women in Touch (Breast Care Education)

Indiana University Alumni Association March of Dimes

Indiana Wesleyan University Alumni Association Big Brothers & Big Sisters

Sigma Gamma Rho Sorority, Inc. WNDU Pack a Backpack

Delta Psi Epsilon Christian Sorority, Inc. Susan B. Komen Breast Cancer Walk

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