LaQuisha

Edwards

Process Assistant

** ********* **

Pickens, MS, USA, 39146

ad4064@r.postjobfree.com

769-***-****

Key Skills

Professional Experience

Retention Specialist

Comcast August 2017 - December 2022

Customer Service

Conduent January 2023 - Present

Process Assistant

Amazon July 2022 - December 2023

Automotive Technician

Nissan March 2010 - September 2017

Microsoft Office (5+ years)

Data Entry

Customer Service

Leadership Skills

Retention/Collections

Retains Comcast customers by probing for current level of satisfaction and identifying reasons for request to disconnect where applicable. CAE will overcome concerns, resolving customer complaints/concerns through active listening, empathy, professionalism, and problem solving.

Acts as a product sonsultant, promoting, recommending, and selling the value of Comcast products and services based on a logical relationship to the customer's needs and interests; conducting comparison of customer spend on products/services via whole house review of total spend on competitive and company products and services where necessary.

Demonstrates functional skill in communicating and explainging basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value. Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations. Demonstrates awareness of company policies and procedures while applying sound judgement within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Indentifiable Information (PII). Ability to follow established procedures for processing new installs, transfers, changes of service, and disconnects.

Educates and promotes self-service options.

Fundamental understanding of competitive environment and begins to position Comcast's products positively to our customers.

Train 25-40 new agents in a classroom setting from a structured curriculum provided by the client for a duration of 2-5 weeks.

Report ongoing progress of each trainee to senior leadership and the client. Upskilled tenured agents to keep them up to standards. Administer tests pertinent to assessing the knowledge of all agents.

Promote a courteous communication style treating each individual with respect, dignity, and professionalism across phone and email correspondence Maintained high efficiency in a fast-paced setting Demonstrated early leadership ability as a mentor for new hires Staff, assist, and adjust schedule as needed without management supervision. Perform routine maintenance on instruments and equipment to preserve correct operation

Ensured all records and documentation were entirely free of errors Education

HS Diploma in HS Education

Williams-Sullivan High School, Durant, MS August 2004 - May 2009 HS Education

AA Degree in Pre-Law

Holmes Community College, Goodman, MS June 2009 - December 2011 Collaborated with experienced technicians to generate effective solutions to issues arising in medium-duty fleet vehicles

Leveraged diagnostic technologies to accurately assess vehicle performance Manage a team of 15 automotive technicians, evaluate performance, provide coaching and mentorship, and achieve a 91% retention rate in 2015-2017.

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