Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Candace Burries

Corona,CA

Summary

Highly skilled in various administrative tasks using Microsoft Word, Excel, PowerPoint, Google Drive, Mac OS, Windows OS, and Point of Sale Systems. Proficient in utilizing banking systems as well as LexisNexis, TSYS, Quick Remit, Fiserv Partnercare, Synergy/Lean, Interact systems, Webex, Skype, Mattermost, Blast, and Complaint Tracking Tools. Proven ability to coach, train, and develop associates for success. Extensive experience providing exceptional customer support in fast-paced call center environments within the mortgage, hospitality, and banking industries. Adept at building strong relationships, resolving complex issues, and generating sales leads. Collaborative team player with excellent interpersonal and communication skills. Skilled in conducting organized presentations to both large and small group audiences. Capable of creating comprehensive reports and metrics for credit card and deposit teams serving consumer and small businesses. Consistently maintain high levels of performance in customer service metrics including call handle time, call quality, and customer service ratings.

Overview

7
7
years of professional experience

Work History

Complaint Resolution Specialist

Bank of America
09.2023 - Current
  • Resolves escalated issues as a subject matter expert related to both Consumer and Small Business Card, Line of Credit, and Deposit products, while simultaneously collaborating with teammates across multiple lines of business
  • Handles complaints requiring written response including drafting resolution and acknowledgement letters, and responding through regulatory portals
  • Proficient in handling escalated customer issues and concerns through phone calls, chat, emails and Webex
  • Skilled in using Synergy/Lean and Interact systems for both consumer and small business products
  • Demonstrates problem-solving abilities to define problems, identify root causes, and generate effective solutions across all communication channels
  • Proactively anticipates and addresses customer/client needs and problems with efficiency and accuracy
  • Builds and maintains positive working relationships based on mutual respect and trust
  • Committed to meeting the expectations, requirements, and deadlines of external customers/clients and internal business partners
  • Consistently ranked amongst the highest on the leaderboard for outbound calls to resolve client complaints, which demonstrates my dedication and motivation to seeking complaint resolution
  • Provides technical support to teammates when necessary and requested
  • Proactively assists teammates with small business card concerns as a subject matter expert
  • Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
  • Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
  • Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
  • Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.

Small Business Chat Representative

Bank of America
06.2023 - 09.2023
  • Provided support for small business and consumer account inquiries via mobile and online chat.
  • Resolved technical issues, guided clients through banking processes, and recommended products based on customer needs.
  • Improved first-contact resolution rate with thorough understanding of company policies, products, and services.
  • Supported team members by offering assistance or sharing expertise, contributing to an overall positive work environment and improved group performance.
  • Assisted customers in navigating website or online platform, ensuring they found the information or products they were seeking.
  • Managed high volume of chat inquiries while maintaining a professional and empathetic tone throughout interactions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.

Senior Client Advocate

Bank of America
06.2021 - Current
  • Supervise and coach customer service representatives on the proper execution of consumer and small business call types to achieve the center’s goals, policies, and procedures
  • Answer customer service representative’s questions, by guiding them through challenging call types
  • Proactively provide useful tools to teammates of how to diffuse angry and or upset customers and to de-escalate challenging situations
  • Take and manage difficult and complex escalations to provide clients with effective resolutions
  • Prepare reports and metrics regarding average handle time and customer service ratings to improve customer satisfaction and meet banking metrics
  • Send out daily/weekly updates via email or Skype chat to customer service representatives and team managers of recent and upcoming changes of policies and procedures
  • Conduct and lead weekly meetings about new changes in the banking environment regarding policies, procedures, and products
  • Create progression plans and implement strategies to improve teammates metrics and overall performance statistics
  • Report banking systems errors and latency issues to appropriate channels
  • Initiate and document credit card, debit card, ach fraud claims, and billing disputes, and effectively assesses the validity of all fraud claims and disputes
  • Serves as a Digital 1st expert and has driven Brea Small Business teams to achieving digital 1st goals and metrics by sending out weekly digital reports, encourage leaders to document coachings in the performance manage tool (PMT), consistently document my team and buddy team coachings in the PMT, email help transitional phrases to outliers, email and coach to effective best practices, role play, and organize call calibration coachings for outliers
  • Led a series of Digital 1st workshops for associates who were not meeting goals and were consistent outliers under 10% digital solutions sent month to date

Customer Service Representative II

Bank of America
09.2019 - 01.2021
  • Answered inbound phone calls in a fast-paced work environment, provided timely and excellent customer service while maintaining required metrics
  • Executed financial transactions and maintained customer’s accounts according to bank policies and procedures which includes and not limited to: lost/stolen checks and cards, issuing additional checks and correspondence, change of address and contact information, reissue of statement/cards, credit line transfer and increase, and product change requests
  • Respond to customer inquiries, providing information on bank accounts, policies, products, and services in addition to assessing the needs of customers by suggesting products and services accordingly
  • Research and resolve service-related problems such as helping with technical issues with logging into accounts online, troubleshoot bill pay, retrieve statements online, and set up preferred alerts for customers
  • Check status of credit card accounts, explain incurred fees and help customers with any issues pertaining to account and their credit reportings
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements as an agent through E-Cards and Skype Chat.

OJT Coach

Bank of America
06.2020 - 08.2020
  • Organized and present presentations of bank products, call types, and procedures to new hires while simultaneously administering knowledge check points of the material
  • Trained a team of new hires by teaching them how to take incoming calls, handle different call types, and ensure strong customer service skills
  • Teached and monitor client care advocacy, art of language, and de-escalation techniques
  • Provided one-on-one feedback real time to new hires as needed throughout the day and facilitated organized coachings with agents weekly by going over metrics such as call handle time, surveys, and adherence
  • Lead weekly call calibrations in small group settings and large group settings and provide effective feedback to agents
  • Reported to Academy manager daily with team progress and submit weekly peer to peer coachings in an Excel format
  • Temporarily assumed the role and responsibilities of Academy Manager from 11/20-12/1 as active Academy manager was out for vacation time by leading a group of coaches and new hires
  • Actively assumed the role of leading discussion topics, end of day briefings, call calibrations, attendance, troubleshooting systems errors, requesting access for systems, coachings, and collaborating with team managers when needed

Customer Service Representative

AmeriHome Mortgage Company
01.2018 - 09.2019
  • Handled incoming calls or inquiries from current and prospective borrowers as well as customer complaints and inquiries, and provide appropriate solutions and alternatives within the time limits
  • Discussed products offered and ensures customer satisfaction
  • Maintained confidential financial and personal information appropriately
  • Generated sales leads through outbound and inbound calls that develop into new customers
  • Assisted loan officers and perform a basic level of loan officer duties by evaluating loan applicants
  • Navigated multiple systems and service customers across platforms

Sorority Member: ScrapBook Committee Chair

Zeta Phi Beta Sorority Incorporated, Omicron Rho Zeta Chapter
06.2023 - Current
  • Serves as custodian of the Sorority Scrapbook, and supervise the placing of souvenirs and clippings
  • Responsible for securing all clippings and souvenirs and properly place in the Chapter Scrapbook, along with adequate identification
  • Catalog all souvenirs, awards, announcements, fliers, events, and all zeta news and history into a digital and physical scrapbook
  • Holds monthly meetings with Scrapbook committee members and leads the discussion of how to improve our ScrapBook, delegate tasks, raise donations, and schedule next meetings
  • Proposed ideas and participated in meetings and activities to improve quality of work and work processes.

Sorority Member: Public Relations Committee Chair

Zeta Phi Beta Sorority Incorporated, Omicron Rho Zeta Chapter
06.2024 - Current
  • Serves as the Committee Chair for the Public Relations Committee of the Omicron Rho Zeta Chapter in Inglewood, Ca
  • Responsible for all website updates which includes pictures, announcements, Zeta history, contact information and billing
  • Responsible for all Social Media updates and maintenance which includes Facebook and Instagram
  • Consistently make and schedule posts to engage our community and followers of all Zeta related news and events
  • Delegate Social Media Tasks to Committee Members
  • Creates and produce Chapter fliers in Canva and collaborate with committee members for approval of final drafts
  • Collaborate with the city of Inglewood so that the Inglewood Chapter can support and attend community events
  • Assist our Scholarship Committee, Ways and Means Committee, Social Committee and ZHope committee on their flier requests ensuring accuracy, creativity, and effectiveness
  • Proposed ideas and participated in meetings and activities to improve quality of work and work processes.
  • Enhanced communication between committee members by establishing clear guidelines for discussion and decision-making processes.
  • Increased committee efficiency by streamlining meeting agendas and implementing time-saving protocols such as scheduling post via Instagram.

Education

Master of Advanced Study - Criminology, Law and Society

University of California, Irvine
Irvine, CA
06.2021

Bachelors of Arts - Political Science

University of California, Riverside
06.2017

Skills

  • Effective Leadership
  • Motivational Skills
  • Ethical behavior
  • Collaborative mindset
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Multitasking
  • Relationship and Team Building
  • Adaptable and Flexible

Accomplishments

Successfully led a team of 13 customer service agents to achieving a 15.38% increase in digital solution sent over the course of one year. In the month of March 2022 my Small Business Preferred Team was ranked at 3.72% digital solutions sent and in March of 2023 we increased our digital solutions sent to 19.08%.

Affiliations

  • Zeta Phi Beta Sorority Incorporated

Timeline

Sorority Member: Public Relations Committee Chair

Zeta Phi Beta Sorority Incorporated, Omicron Rho Zeta Chapter
06.2024 - Current

Complaint Resolution Specialist

Bank of America
09.2023 - Current

Small Business Chat Representative

Bank of America
06.2023 - 09.2023

Sorority Member: ScrapBook Committee Chair

Zeta Phi Beta Sorority Incorporated, Omicron Rho Zeta Chapter
06.2023 - Current

Senior Client Advocate

Bank of America
06.2021 - Current

OJT Coach

Bank of America
06.2020 - 08.2020

Customer Service Representative II

Bank of America
09.2019 - 01.2021

Customer Service Representative

AmeriHome Mortgage Company
01.2018 - 09.2019

Bachelors of Arts - Political Science

University of California, Riverside

Master of Advanced Study - Criminology, Law and Society

University of California, Irvine

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Candace Burries