Candace Henderson
Verizon
Chesapeake,VA
21
years of professional experience
Dynamic and detail-oriented professional with exceptional multitasking abilities, adept at managing multiple employee inquiries with delivering high-quality service. Proven expertise in providing comprehensive support within the Sales & Ops department, utilizing critical thinking and problem-solving skills to enhance employee experiences.
Work History
Floor Support
1 Year 10 Months- Monitored real-time floor queues and agent activity across Live Engage platforms to maintain service level targets and eliminate non-workable handle-time bottlenecks.
- Driven real-time issue mitigation by identifying spike patterns in chat/call volume and providing immediate on-floor guidance to stabilize handle times during high-volume periods.
- Analyzed recurring frontline agent pain points and contact trends to champion self-service resources, reducing repeat floor support escalations and improving overall agent efficiency.
- Utilized operational performance metrics to track chat/call trends, partnering with leadership to highlight floor-level workflow gaps and recommend procedural adjustments.
- Acted as a primary point of contact for complex technical and account escalations, gathering critical incident data and collaborating with cross-functional support teams for rapid resolution.
- Managed high-priority customer and system escalations, ensuring accurate logging, clear communication, and seamless follow-up across operational departments during system outages or updates.
- Leveraged product, policy, and routing expertise to guide floor agents and communicate clear action plans across multiple operational groups during promotional launches and policy changes.
Consultant
18 Years 9 Months- Assisted customers with inquiries related to products and services, providing detailed information and resolving issues in a clear and neutral manner through incoming calls routed via the IVR system.
- Stay updated on company products and services to provide accurate information to existing and potential customers.
- Resolved customer complaints with empathy, resulting in increased loyalty, repeat business and preventing re-escalations.
- Collaborate with cross-functional teams to resolve complex issues and enhance customer experience, ensuring all interactions are handled with professionalism and neutrality.
- Maintain organized records of customer interactions and requests to facilitate effective follow-ups and track service outcomes.
- Developed rapport with customers through active listening skills, using emotional intelligence and actively engaging with customers leading to higher retention rates and positive feedback.
- Contributed to sales growth by upselling products and services based on individual customer needs.
- Ability to thrive in a fast- paced and demanding environment, with the flexibility to adapt to change quickly.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provides support to customers with utilizing the company website for online orders, payments, and payment arrangements, improving overall user experience.
- Safeguarding customers' highly sensitive and confidential information.
Education
High School Diploma
Skills
Excellent verbal skills
Operational Focus
Excellent written skills
Outstanding customer service skills
Outstanding organizational skills
Outstanding time management skills
Critical Thinking
Resource Management
Reporting and Analysis
Accomplishments
I was selected for entry into the prestigious Aspire Program for the 2025–2026 season, a selective initiative focused on professional leadership, high-impact skill development, and cross-functional collaboration. Recognized for exceptional potential and commitment to excellence, participating in advanced training modules, executive mentorship, and strategic team projects alongside a top-tier cohort of emerging leaders.
Timeline
Floor Support
Verizon
2024.09 - CurrentRead More
Consultant
Verizon
2005.12 - 2024.09Read More
Booker T Washington High School
High School Diploma
Read More