Khadijah Edwards
Portmore
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking and call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Client Advisor
CIBC First Caribbean Bank
08.2024 - Current
- Assisted in training new team members, sharing best practices
- Streamlined processes for improved efficiency, enabling quicker response times to client requests.
- Demonstrated adaptability by quickly learning new systems, tools, or products as necessary for the job.
- Strengthened client relationships through regular communication and proactive follow-up on inquiries.
- Maintained in-depth knowledge of industry trends and products, ensuring accurate guidance for clients.
- Developed strong rapport with clients through active listening and empathetic understanding of their goals and concerns.
- Utilized advanced problem-solving skills to address unique client challenges and identify appropriate solutions.
- Maintained up-to-date knowledge of regulatory changes, ensuring compliance in all advisory activities.
- Managed sensitive client information with utmost confidentiality, building trust and loyalty.
- Tailored communication style to match client preferences, resulting in higher satisfaction rates.
Customer Service Representative
Concentrix
10.2019 - 05.2022
- Recommended products to customers, thoroughly explaining details
- Offered advice and assistance to customers, paying attention to special needs or wants
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Maintained up-to-date knowledge of product and service changes
- Cross-trained and backed up other customer service managers
- Trained new personnel regarding company operations, policies and services
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Contacted clients to verify account information and maintain accuracy, resulting in 80% increase in client satisfaction
Customer Care Representative
Hinduja Global Solutions
12.2015 - 04.2018
- Maintains financial accounts by processing customer adjustments
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Resolves product or service problems by clarifying customer's complaint; determining cause of problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Exceeded 90% quality goal by carefully applying scripts and personal knowledge to address and correct problems
- Achieved long-term business objectives by analyzing customer feedback for process improvements
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates
- Educated customers on use of banking website and mobile apps
- Assisted customers with compromised debit cards and issued new credentials
Education
Bachelor of Science Degree - Business Administration
University of The Commonwealth Caribbean
Kingston, 507-2023
Skills
- Complaint resolution
- Sales expertise
- Report preparation
- Creative problem solving
- Good listening skills
- Exceptional Customer Service
- Excellent time management skills
- Client relations
- Critical thinking
Languages
English
Native language
Spanish
Elementary
A2
Timeline
Client Advisor
CIBC First Caribbean Bank
08.2024 - Current
Customer Service Representative
Concentrix
10.2019 - 05.2022
Customer Care Representative
Hinduja Global Solutions
12.2015 - 04.2018
Bachelor of Science Degree - Business Administration
University of The Commonwealth Caribbean
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