CANDACE BEARD

Perrysburg,OH

Summary

Motivated Customer Service Representative with a track record of providing exceptional support and solving customer inquiries. Proficient in managing high call/chat volumes and ensuring customer satisfaction. Demonstrated ability to deliver accurate information, coordinate sales agreements, and navigate online processes. Solutions-oriented and skilled in identifying customer needs and recommending appropriate solutions.

years of professional experience

AllState

Toledo, OH

03.2021 - 08.2024

Maintained a customer resolution rate of 95% over my tenure with the company
Upheld quality control policies and procedures to increase customer satisfaction
Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service
Executed on-time and under budget project management to resolve complex issues
Led team engagement to assist cross-functional departments and achieve goals.

Verizon Wireless Corporation

Livonia, Michigan

02.2015 - 03.2020

Set attainable daily, weekly and monthly goals and plans for the grievance department
Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired
Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction
Successfully multitasked while navigating various functions of the companies service management system
Volunteered to handle complaints and issues for manager during busy time period.

ADT

Lansing, Michigan

01.2013 - 02.2015

Utilized stand alone data software and enterprise-wide tools supporting activities such as fulfillment and materials transactions
Performed detail-oriented administrative duties including typing, filing, scanning and data entry
Collaborated with 6 team members to improve productivity by 17% through shared systems development
Produced monthly reports using Excel spreadsheet functions to ensure all data was accurate and complete for all teams
Managed ecommerce online orders by packaging shipments, scheduling deliveries, checking invoices and stocking sales floor and backroom.

Ohio State University

05.2021

Michigan State University

05.2016

Strategic Planning, Process Improvement, Business Acumen, Inventory Management, Digitalization, Team Management ther Skills:

Collaborative Leadership, Effective Communication, Active Listening, Adaptability, Conflict Resolution, Problem Solving, Teamwork, Self-Initiative, Attention to Detail, Strategic Planning, Coachability, Empathy, Resilience