Candace Hinojosa Matthews
Irmo,SC
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively assist our callers in their needs in a timely manner. I feel I possess exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience. Open to criticism that will assist me in furthering my skills and career within the company.
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
18
18
years of professional experience
Work History
Team Lead
SC811
02.2024 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collected, arranged, and input information into database system.
CUSTOMER SERVICE REPRESENTATIVE
SC811
02.2021 - Current
- Maintained a high level of professionalism when dealing with difficult customers
- Handled customer complaints and inquiries in a courteous and efficient manner
- Provided exceptional customer service to ensure customer satisfaction
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Performed data entry tasks accurately and in a timely manner
- Adhered to company policies and procedures while providing superior service
- Met daily customer service quotas with a focus on quality
- Remained open to feedback from supervisor and peers to build and improve skills set
COLLECTIONS SPECIALIST SUPERVISOR
SINKLER BAIL BONDING
10.2016 - 03.2020
- Negotiated with customers to reach payment agreements
- Demonstrated strong customer service skills while communicating with customers regarding payment arrangements
- Negotiated payment arrangements with customers to ensure timely resolution of delinquent accounts
- Performed skip tracing activities to locate debtors and verify contact information
- Monitored outstanding account balances and determined need for further collections action
- Worked closely with management to resolve or assist in customer delinquency issues
- Managed a portfolio of delinquent accounts by utilizing collection strategies and techniques
- Processed manual payments received from customers accurately according to company policy
- Generated detailed reports summarizing account activity, delinquency trends, collection results
- Maintained accurate records of collections activity including payments received and payment plans established
- Evaluated customer accounts on a regular basis to determine if changes are necessary in order to maximize recovery efforts
- Trained and mentored team members to achieve front-end operational goals
FRONT END SUPERVISOR
KROGER
11.2006 - 12.2012
- Resolved customer inquiries and complaints in a timely and professional manner
- Kept checkout areas clean and organized by delegating tasks to team members
- Assisted in overseeing accurate and efficient operation of cash registers
- Greeted customers entering store, responding promptly to needs
- Coached and mentored team members to ensure proper performance and customer relations skills
- Completed point-of-sale transactions, maintaining control of cash at registers
- Received payment by cash, credit cards, or automatic debits
- Planned, organized, and controlled operations of front-end area
- Developed and implemented customer service training for front-end staff
- Provided customer service by greeting and assisting customers and responding to customer inquiries and complaints
- Authorized payments and merchandise returns
- Assigned employees to specific duties
- Engaged in sales, inventory-taking, reconciling cash receipts, and in performing services for customers
- Planned and prepared work schedules and kept records of employees' work schedules and time cards
- Kept records of purchases, sales, and requisitions
Education
HIGH SCHOOL DIPLOMA -
AIRPORT HIGH SCHOOL
West Columbia, South Carolina05.2004
Skills
- Business Development
- Understanding
- Staff Training
- Retail Sales
- Customer Service
- Active Listening
- Microsoft Word
- Customer Relations
- Conflict Resolution
- Problem-Solving Ability
- Multi-Line Phone Talent
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Quality control
- Performance monitoring
- Schedule management
- Complaint resolution
- Diversity and inclusion
- Relationship building
- Employee training
Timeline
Team Lead
SC811
02.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
SC811
02.2021 - Current
COLLECTIONS SPECIALIST SUPERVISOR
SINKLER BAIL BONDING
10.2016 - 03.2020
FRONT END SUPERVISOR
KROGER
11.2006 - 12.2012
HIGH SCHOOL DIPLOMA -
AIRPORT HIGH SCHOOL
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