Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Timeline
Generic

Candace Osburn

Uniontown, Fayette County, PA, USA,PA

Summary

Hardworking, detail-oriented and tenacious in developing and pursuing solutions to customer concerns. Adept at balancing company objectives with customer desires. Level-headed and positive in every customer interaction. Self-motivated customer service team member passionate about utilizing skills to maximize customer retention. Highly accurate and efficient with strong investigation, problem-solving and critical thinking skills. Expert in correcting issues with little oversight and bringing more than 6 years' experience in Health care and customer service. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Dedicated Operations Manager dedicated to employing proven methods and cutting-edge technology to meet business performance expectations. Recognized for successful implementation of measures to cut costs, streamline operations and increase productivity. Detailed approach to maintaining high threshold for business operations.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Customer Advocate, Social Media Manager

TTEC, BluesMusicFan.Com
Uniontown, New York, PA, NY
12.2021 - Current
  • Build Agent Responsibilities - train new agents, coach peers, make sure agents follow directives and procedures
  • Quality Assurance reviews on calls to make sure agent is following protocol and phone skills, and coach the agents on their calls
  • 2
  • Customer Advocate Responsibilities
  • Responsible for responding to telephone and/or written inquiries, working independently and consistently meeting customer needs
  • Receive, research, and process information from member or provider to determine needs/wants and ensure customer questions have been addressed
  • Determine appropriate action to be taken
  • Spend approximately 90% of the scheduled time on the phone according to business need
  • 2.Read and interpret contract language, gather appropriate documents, i.e
  • Claim copies, claim history data, cancelled checks, on-line status, Explanation of Benefits (EOBs), and utilize applicable terminal screens including on-line documentation, intranet and internet navigation.3.Initiate and code adjustment transactions to correct and resolve inquiries.4.Analyze inquiries to anticipate and determine inquirer's needs and next action to be taken to respond in a prompt and accurate manner
  • 5.Deliver agreed upon actions at stated time.6.Collaborate with providers, families, and patients by ensuring communication is open and information appropriately shared (in compliance with HIPAA) to ensure member's and provider's needs are met.7.Obtain required or missing information via correspondence or telephone.8.Provide guidance to members when determining what products best suit their needs.9.Assist members in assessing tools and decision-making around complex health issues, e.g
  • Coordinate effective medical management.10.Provide appropriate amount of information in a timely manner and confirm customer understands information.11.Provide information and assistance to members with filing and pursuing a grievance or appeal.12.Flexible in dealing with customer needs, including deviations of normal practices, procedures or benefit structures.13.Recognize member as not only a customer but an individual whose health status/preferences are unique.14.Recommend improvements in processing and procedures by informing appropriate personnel of revisions
  • 15.Adhere to production standards and goals
  • 16.Maintain liaison with various in-house areas regarding groups' concerns, e.g
  • Marketing, Provider Affairs, and SSD.17.Adhere to system generated schedule by Workforce Management to maximize customer service availability based on business needs.18.Communicate and interact effectively and professionally with co-workers, management, customers, etc.19.Comply with HIPAA,
  • Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.20.Maintain complete confidentiality of company business.21.Maintain communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested
  • Technical support for the DJs/

Graphic Design and station manager, Administrator/Executive Assistant

LHRG Human Resources and Leasing Firm
, PA
02.2018 - 04.2020
  • Worked directly with corporate to create and enforce polices and procedures for four retail stores
  • Inventory audits
  • Ordering products based on need
  • Worked directly with director of operations
  • Cowrote employee handbooks
  • Dealt directly with sales representatives
  • Updated inventory pricing base on cost
  • Reviewed purchase orders
  • Coached managers and employees on new procedures
  • Invoice reconciliation
  • Scheduled employees
  • Experienced with Microsoft word, excel, PowerPoint, Google sheets, docs, Calendar and other business software
  • Adding items to the POS
  • Adjusting employee schedules based on labor costs
  • Distributing products between stores
  • Adjusting price increases on products to reflect a better profit
  • Responsible for maintaining proper inventory levels in 4 retail stores
  • Trained employees on proper receiving and returning procedures
  • Scheduled employees

Store Manager

TIGHTWAD TOBACCO
Uniontown, PA
05.2017 - 02.2018
  • Responsibilities include:
  • Overseeing all areas of the store
  • Customer service
  • Making the work schedule
  • Submitting payroll
  • Assisting other employees
  • Cashier
  • Making sure the store is clean and safe
  • Invenory control
  • Purchase orders, making sure that we aren't over ordering or ordering items we don't sell
  • Transferring, returning and receiving inventory
  • Quality control (expired product)
  • Making sure that inventory is running at a optimal level
  • Submitting purchase orders via cosmos or fax
  • Dealing with brand reps
  • Payouts
  • Bank deposits
  • Opening and closing of the store
  • POS system
  • Troubleshooting computer and internet issues
  • Operating POS cash registers
  • Greet customers at the door and thank them for shopping with us
  • Assist guest with boxing and bagging items, opening the door, and placing merchandise in their vehicle
  • Communicated with customers and resolving concerns
  • Receive inventory from incoming shipments and inventory management
  • Made sure company policies are followed and coach other employees
  • Correct distribution of morning and ensuring credit and debit are processed properly
  • Maintain the store by cleaning, front and facing products

Call Center Customer Service Representative

Teletech UnitedHealth Care
Uniontown, PA
07.2008 - 10.2008
  • Take customer calls and provide accurate, satisfactory answers to their queries and concerns
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Call clients and customers to inform them about the company’s new products, services and policies
  • Guide callers through troubleshooting, navigating the company site or using the products or services
  • Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
  • Collaborate with other call center professionals to improve customer service
  • EOB
  • Researched Medical bills and insurance plans to help satisfy customers billing issues

Call Center Customer Service Representative

Percepta / Teletech
Uniontown, PA
02.2004 - 09.2004
  • Take customer calls and provide accurate, satisfactory answers to their queries and concerns
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Call clients and customers to inform them about the company’s new products, services and policies
  • Guide callers through troubleshooting, navigating the company site or using the products or services
  • Review customer or client accounts,
  • Collaborate with other call center professionals to improve customer service

Animal Caretaker, SPCA
Uniontown, PA
07.2000 - 09.2000
  • Cleaned and fed all the animals, walked the dogs and cuddled all the kittens and puppies
  • Trained new crew

Taco Bell
01.1998 - 07.2000
  • Ran drive thru, did lobby made food, did the truck deliveries

Cashier

Gabriel Bros
07.1997 - 12.1997
  • Organized inventory, maintained my sales department, worked the food service area.

Education

High school diploma or GED -

Albert Gallatin Area Senior High School
Uniontown, PA
06.1996

Associates Degree - Criminal Justice

Penn State University

Skills

  • Key Holder
  • Retail Management
  • Technical support
  • Desktop support
  • Google Docs
  • Computer networking
  • Social media management
  • Windows
  • Research
  • Troubleshooting
  • Help Desk
  • Network Support
  • Content Creation
  • Critical Thinking
  • Effective Organization
  • Campaign Management
  • POS Systems and Ordering Platforms
  • Courteous with Strong Service Mindset
  • Upbeat and Positive Personality
  • Building Customer Trust and Loyalty
  • Multitasking and Prioritization
  • Data Entry
  • Responding to Difficult Customers
  • De-escalation Techniques
  • Order and Refund Processing
  • Transaction Processing
  • Customer Account Management
  • Data Entry and Maintenance
  • Understanding Customer Needs
  • Verbal and Written Communication
  • Customer Retention Strategies
  • Customer Service
  • Call Documentation
  • Efficient and Detail-Oriented

Accomplishments

  • Skills
  • Trained Managers on corporate procedures
  • Developed corporate training material
  • Coached managers and employees
  • Administration
  • Purchase orders
  • Microsoft office
  • Open office
  • Adobe Photoshop
  • Audacity
  • Customer service
  • Retail
  • Inventory
  • Maintaining supply levels of defending on demand or trends
  • Adjusting and submitting payroll
  • Cloud POS
  • Diagnosing & correcting POS errors
  • Diagnosing credit card reader and repairing errors
  • Online radio broadcast
  • Wavestreaming
  • Social media advertising
  • I do not have my driver's license yet, only a learner permit but I do have reliable transportation (not public) and haven't been late or missed a day of work.

Certification

Customer service (10+ years) inventory (3 years) purchase orders (3 years) RECEPTIONIST (5 years) RETAIL SALES (6 years) Inventory Management (3 years) Inventory Control (3 years) Payroll (3 years) Operating Systems (10+ years) POS (3 years) Photoshop (10+ years) Computer Repair (10+ years)

Additional Information

  • Authorized to work in the US for any employer
  • Awards , Deans List December 2007

Timeline

Customer Advocate, Social Media Manager

TTEC, BluesMusicFan.Com
12.2021 - Current

Graphic Design and station manager, Administrator/Executive Assistant

LHRG Human Resources and Leasing Firm
02.2018 - 04.2020

Store Manager

TIGHTWAD TOBACCO
05.2017 - 02.2018

Call Center Customer Service Representative

Teletech UnitedHealth Care
07.2008 - 10.2008

Call Center Customer Service Representative

Percepta / Teletech
02.2004 - 09.2004

Animal Caretaker, SPCA
07.2000 - 09.2000

Taco Bell
01.1998 - 07.2000

Cashier

Gabriel Bros
07.1997 - 12.1997

High school diploma or GED -

Albert Gallatin Area Senior High School

Associates Degree - Criminal Justice

Penn State University

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