Hi, I’m
Candace Armstrong-McDonald
San Antonio,TX
Summary
Adept at escalation management and customer service, I enhanced customer satisfaction at I2c, Inc. by swiftly resolving complex issues. Leveraging exemplary work ethic and outstanding communication skills, I significantly contributed to team knowledge sharing and productivity, demonstrating a profound ability to build lasting customer relationships and resolve conflicts with empathy and efficiency.
Overview
12
years of professional experience
Work History
Medical Service Company
Customer Service Agent
Job overview
- Cross-trained and backed up other customer service managers.
Express Employment Office Ally, Inc. Contract
Customer Service Agent
Job overview
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
Target Seasonal
Customer Service Representative
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
I2c, Inc.
Customer Escalation Specialist
Job overview
- Served as a reliable point of contact between customers and internal teams, facilitating seamless communication that led to efficient problem-solving efforts.
- Effectively managed time-sensitive escalations, ensuring timely resolutions without sacrificing quality of service provided to clients.
- Maintained accurate case records through diligent documentation, ensuring complete and up-to-date information was available for reference by colleagues or supervisors.
- Played an integral role in improving overall team performance through knowledge sharing sessions on best practices.
- Utilized advanced troubleshooting skills when resolving difficult cases, demonstrating resourcefulness and determination in achieving positive outcomes for customers.
- Enhanced team productivity by collaborating on complex cases with colleagues.
- Worked cross-functionally with various members of Type teams.
- Improved customer satisfaction by swiftly addressing and resolving escalated issues.
V Shred, LLC
Customer Service Agent
10.2023 - Current
Job overview
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
Education
Wiley College
Roosevelt HgSan Antonio, TX
Diploma
06.2012
University Overview
- 3.36 GPA
- Relevant Coursework: programs(Salesforce, etc) training, Microsoft training, &
- Professional Development: Data Entry Skills, 55wpm,
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Active listening
- Customer relations
- Conflict resolution
- Customer complaint resolution
- Inbound call management
- Live chat support
- Relationship building
- Billing inquiries
- Customer focus
- Typing speed
- Exemplary work ethic
- Escalation management
Timeline
Customer Service Agent
V Shred, LLC
10.2023 - Current
Customer Service Agent
Medical Service Company
Customer Service Agent
Express Employment Office Ally, Inc. Contract
Customer Service Representative
Target Seasonal
Customer Escalation Specialist
I2c, Inc.
Wiley College
Roosevelt Hg
Diploma
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