Candace Baker
Summary
Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about Immigration Services Officer practices and documentation requirements.
Overview
12
12
years of professional experience
Work History
Client Account Specialist
Momnt
11.2022 - Current
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Assisted customers with product selection based on individual needs and preferences.
- Interacted with team members across departments to research and resolve customer issues.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Provided suggestions for process, application or documentation improvement.
- Exemplified teamwork by collaborating effectively with colleagues, sharing knowledge and expertise to improve overall performance within the organization.
Customer Support Specialist
HealthStream
05.2022 - 11.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Sales Support Specialist
Stryker
05.2021 - 05.2022
- Assisted customers with sales needs such as inventory and shipping questions.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Prepared and presented sales reports and customer profiles to upper management.
- Coordinated responses and resources to handle special client requests.
Closing Loan Analyst
PNC Bank
09.2019 - Current
- Collaborated with loan officers to effectively communicate complex financial concepts to clients.
- Complete and review documentation making sure it complies to the loan policies and procedures
- Work directly and respond to internal and external partners to help complete transactions to book auto loans
- Actively participated in networking events, fostering new business opportunities and strengthening existing relationships with clients and industry professionals.
- Discuss with customers auto loan procedures and how to comply, while approving and booking the auto loan.
Internal Support Specialist
PNC Bank
02.2018 - 09.2019
- Support complex education of products and services with client base to help give tools and support for customers
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Identify problems, troubleshoots and provide accurate and efficient service
- Maintain an internal support relationship with business bankers, branch managers in the field.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
Business Banking Specialty Senior Associate
PNC Bank
09.2016 - 02.2018
- Perform at an advance skill of customer service skills to initiate and promote specialized services and products
- Create a problem resolution for multiple channels for the customers
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Maintain high level of customer interaction and satisfaction.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
Business Banking Consultant
PNC Bank
05.2014 - 09.2016
- Responsible for sales and delivery of PNC products both inbound and outbound customer contact
- Ensuring exceptional customer sales and service during interactions
- Providing assistance and guidance for internal and external service partners to resolve issues, questions, and service requests
- Use computers for various applications, such as database management or word processing.
Customer Service Consultant
PNC Bank
04.2012 - 05.2014
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Keep records of customer interactions or transactions, recording details of inquiries, concerns, or comments as well as actions taken
- Handled high call volumes while maintaining a courteous and professional demeanor.
Health Intern
Communities in Schools
05.2013 - 08.2013
- Scheduled and escorted students for the Dental Van visit serviced by the Kalamazoo County Dental clinic
- Gained valuable insight into public health policies by conducting research on relevant issues affecting local communities.
- Facilitated successful healthcare interventions through thorough evaluation of program effectiveness using established metrics.
Education
Bachelor of Science - Interdisciplinary Health Services
Western Michigan University
Kalamazoo, MI08.2013
Skills
- Active Listening
- Data Interpretation
- CRM software mastery
- Customer and Personal Service
- Speaking
- Time Management
- Coordination
- Customer Engagement
- Critical Thinking
- Judgment and Decision Making
- Monitoring
- Troubleshooting
- Sales
- Call Center Service Operations
- Billing resolutions
- Immigration inquiries
- Visa applications
- Immigration case file strategies
Timeline
Client Account Specialist
Momnt
11.2022 - Current
Customer Support Specialist
HealthStream
05.2022 - 11.2022
Sales Support Specialist
Stryker
05.2021 - 05.2022
Closing Loan Analyst
PNC Bank
09.2019 - Current
Internal Support Specialist
PNC Bank
02.2018 - 09.2019
Business Banking Specialty Senior Associate
PNC Bank
09.2016 - 02.2018
Business Banking Consultant
PNC Bank
05.2014 - 09.2016
Health Intern
Communities in Schools
05.2013 - 08.2013
Customer Service Consultant
PNC Bank
04.2012 - 05.2014
Bachelor of Science - Interdisciplinary Health Services
Western Michigan University
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