Dynamic Customer Success & Operations Leader

SHANINA JONES EDWARDS

***** ******* ***, ********, ** 30058

C: 678-***-**** E:

****@********.***

**************@*****.***

PROFESSIONAL SUMMARY

Motivated and results-driven professional with a strong background in customer service, operational management, and leadership. Skilled in resolving complex issues, fostering positive client relationships, and maintaining high service standards. Recognized for exceptional communication, adaptability, and a commitment to continuous learning and professional growth. CORE SKILLS

Customer Service Excellence

Conflict Resolution & Emotional Intelligence

Time Management & Organization

Active Listening & Clear Communication

IT/Technical Support & Problem Solving

Personnel & Human Resources Management

WORK EXPERIENCE

TEKSYSTEMS – Student Service Advisor

7/2025-10/2025

Provided front-line support and advising to students on enrollment, program requirements, and course scheduling.

Troubleshot student issues with online learning platforms and coordinated technical support when needed.

Assisted with onboarding, orientation sessions, and follow-up outreach to ensure student engagement and retention.

Maintained accurate student records and case notes in CRM/LMS; escalated academic or administrative issues to appropriate teams.

Liaised between students, faculty, and administrative departments to resolve questions and streamline student services.

ResultsCX – PSO Agent, Members Care

2023–2025

Delivered preventive care education to members, promoting wellness and proactive health management.

Scheduled appointments and assisted members with insurance benefits and coverage inquiries. Ensured accurate documentation of member interactions and maintained compliance with HIPAA standards.

ACD Direct – Call Center Representative

2021–2023

Responded to high-volume inbound calls, addressing customer inquiries and resolving issues efficiently.

Managed complaints with professionalism and empathy, ensuring positive customer experiences. Assisted callers with online and phone donations, maintaining accuracy and confidentiality. Documented call details and escalated complex issues to appropriate departments for resolution. Engage CX – Medicare Frontier Specialist

2020–2023

Engaged with inbound Medicare recipients to assess eligibility and interest in available plans. Collected and verified caller information to pre-qualify leads for licensed Medicare agents. Maintained professionalism and compliance with standardized scripts and federal guidelines. Consistently met or exceeded daily performance and quality assurance metrics. EDUCATION

Completed over 200 professional development courses in: Customer Service Skills

IT/Technical Support

Conflict Management

Emotional Intelligence

CERTIFICATIONS

Customer Service Excellence Certification

Technical Support Fundamentals

Emotional Intelligence in the Workplace

LANGUAGES

English: Fluent

Spanish: Intermediate

ADDITIONAL INFORMATION

Completed extensive professional development coursework across customer service, technical support, conflict management, and emotional intelligence. Demonstrated commitment to continuous improvement and delivering exceptional service in fast-paced environments.

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