Samaria Edwards Email & Phone Number

− Ensure efficient and accurate handling of inquiries regarding student loans and perform appropriate account updates, counsel to, and establish personalized repayment plans within policies and federal and State regulations− Ensure the efficient and accurate handling of borrower's inquiries in an inbound/outbound blended highly productive call center assurance and key performance and department procedure expectations− Ensure swift and accurate handling, when needed, of inbound messages or emails as outlined in department procedures while maintain quality metrics− Ensure efficient and accurate completion of customer applications to meet the guidelines outlined in department procedures− Ensure the highest levels of privacy and security to protect the client, their customers, and business partners while providing exceptional customer service

United States

− Answer inbound calls from clients in a professional. Clear and courteous manner and ensure that the clients requests are handled to completion− Provide product, sales and technical support as required− Provide follow up and monitoring in the Return Goods Authorization process− Ensure all sales documents are received from sales rep in a timely fashion− Entry of orders into computer system and ensure product has been shipped on time− Purchase order replacement with 3rd party suppliers− Handling customer complaints

− Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner− Document all pertinent end user identification information, including name, department, contact information and nature of problem− Record, track, and document all queries received, problem solving steps taken and total successful and unsuccessful resolutions− Resolve client queries as per the SLA's defined in the contract− Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients