Customer Service Support

Brianna Edwards Columbus, Mississippi, ***** 662-***-***** Ebrianna73 @gmail.com

Customer Service Representative

Process Improvement Communications Excellence Technical Proficiency Remote Collaboration & Leadership

Dynamic and results-driven Customer Support Specialist with over a decade of experience across retail, technology, and customer service sectors. Expertise in resolving complex customer inquiries, leading high-performing teams, and optimizing support operations to enhance customer satisfaction and loyalty. Proficient in leveraging industry-standard platforms including Zendesk, Salesforce, and Cisco Finesse to streamline service delivery. Demonstrated success in remote work environments, cross-functional collaboration, and consistently providing exceptional customer experiences.

Education Certifications Training

Western Govern University

Certification: January 2023

With Honors

Columbus High School

High School Diploma: May 2015

Certifications and Job-Related Training

CRM Tools: Zendesk, Salesforce, Cisco Finesse

IT Support Professional: Google / Coursera

Communication: Microsoft Teams, Slack, Webex

Remote Access Tools: AnyDesk, Zoiper5

Documentation & Reporting: Google Workspace, Microsoft Office

Career Overview

Cotality

Customer Support/ Team Lead October 2023 - Current

Multichannel Support Delivery - Provided chat, phone, and email support, resolving inquiries on first contact with a focus on empathy, speed, and accuracy.

Technical Issue Resolution-Diagnosed and resolved technical problems remotely using Webex, Microsoft Teams, Cisco Finesse, and Salesforce, reducing average resolution time by 20%.

Quality Performance and Recognition- Maintained monthly quality assurance scores of earning consistent customer praise and recognition for outstanding service.

Customer Relationship Management- Strengthened client loyalty and engagement through clear, solution-driven communication, contributing to a year-over-year increase in customer satisfaction scores.

Modsquad

Customer Service Representative November 2020 – January 2023

Team Leadership and Coaching - Led and coached a team of 8 support agents, maintaining a customer satisfaction score of 95 % through continuous performance development and quality assurance.

High-Volume Ticket Management- Managed and resolved a high volume of customer tickets and escalations using Zendesk, Salesforce, and Cisco Finesse, consistently meeting or exceeding service level agreements (SLAs).

Process Optimization and Workflow Design- Designed and implemented workflow improvements that reduced ticket resolution times enhancing team efficiency and customer response rates.

Cross-Functional Collaboration - Partnered with product and IT teams to report bugs and deliver rapid solutions, minimizing customer impact and improving product reliability.

Data-Driven Support Strategy- Utilized Zendesk and Salesforce analytics to identify ticket trends, driving data-informed process changes that streamlined resolution procedures and boosted operational performance.

Blackboard Inc.

Customer Support Representative January 2020 – November 2020

Customer Account Management- Maintained high level of accuracy in updating customer account records through manual and digital processing, ensuring data integrity and timely service delivery.

Customer Support and Issue Resolution- Resolved customer inquiries efficiently by providing clear, solution-oriented responses, leading to a consistent boost in customer satisfaction scores.

Sales and Inventory Collaboration- Partnered with the sales team to track inventory, fulfill accurate orders, and resolve item discrepancies, reducing order errors.

Process Improvement and Training- Recommended and implemented workflow enhancements based on customer feedback, accelerating service delivery and improving team efficiency.

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