CANDACE SALAS
PLANO
Summary
Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Lead
Globallee Inc
Irving
12.2019 - Current
- Hire/Train and oversee agents
- Research strategies to enhance customer experience
- Develop quality standards for customer service
- Evaluate staff performance
- Maintain a professional workflow
- Address and resolve customer concerns
- Oversee order processing, administration, and shipping processes
- Communicate with other cross functional teams
- Commissions and up sales
- Scheduling
- Respond to customer inquiries and commissions payout
- Inbound and outbound calls
- Ticket resolutions and trouble shooting
- Placing orders, refunds and returns
- Account management
- Activating/deactivating and updating monthly auto-ships
Customer Service/Receptionist
BAIK BRANDS
05.2017 - 12.2019
- Greet all clients and vendors
- Resolve customer issues through tickets via email
- Update accounts and process payments, refunds, and credits
- On-line chat, reship packages, track packages
- Entering data using excel, shopify and shipstation
- Set up conference room for meetings and parties, stock snack bar daily, clean lobby/coffee area, check mail, sign for packages, order office supplies
Family Advocate
RMSER HEAD START
02.2015 - 07.2016
- Recruit those most in need of Head Start services 4-5 years of age
- Select children and families based on approved 'Selection Criteria' and maintain a waiting list of eligible children.
- Maintain the funded enrollment level, fill vacancies as they occur or within 30 days
- Monitor attendance and provide necessary follow up/family support plan and documenting steps taken and progress.
- Plan and facilitate parent orientations and participate/assist with center parent committee meetings and conduct home visits annually with each family as needed.
- Work with families on an individualized basis throughout the year to identify family goals, strengths, and necessary services and supports, and to track progress in achieving family goals Family Partnership Agreements.
- Work with parents to identify needs and areas of concern through the Strengths/Needs form
- Assist families with services and resources responsive to their interests and goals and follow-up with them to ensure the referral met their expectations and circumstances.
- Ensure parents are involved in the development of the program services for children, including home visits, parent conferences, health care services to children, development of the curriculum, planning, implementing, and evaluating services for children with disabilities.
Customer Service Specialist (Contract)
SIRIUS XM RADIO
Irving
09.2013 - 02.2015
- Responsible for both inbound/outbound calls
- Updated customer accounts, using excel, word, office and other software
- Created contracts for new members
- Excellent customer service by assisting customers with their needs/wants and problem solving skills by resolving issues
- Verified information for clients
- Excellent data entry skills acquired
Gate Agent
AMERICAN EAGLE
Dallas
01.2013 - 08.2013
- Assisted passengers during the boarding process check tickets to ensure that passengers have correct flight or seat, or directs passengers to correct boarding area, using passenger manifest, seating chart, and flight schedules
- Paper work for pilots and crew members
- Security checks on plane
- Working hand in hand with operations for on time departures and safety precautions
Customer Service Representative and Sales
T-MOBILE
Wichita
09.2011 - 01.2013
- Resolved a variety of customer inquiries such as technical and billing questions solve problems independently and make decisions that are in the customer's best interest while proactively offering products and services to customer
Referral Specialist /Home Visitor
CHILD START
Wichita
08.2008 - 07.2011
- Company Overview: Non-profit Agency Funded by United Way and KACCRRA helping families with programs such as the Resource and Referral which helps parents find quality child care and educates parents about the many options available.
- Assisted family and providers with the implementation and planning of day care services, phone in-take, provider referrals, attends meetings and training to stay current, customer service, and complete all necessary reports
- Responsible for educating parents about finding quality childcare, and developmental activities, specialized programs, and redirection of children
- Communicates directly with parents
- Maintains records, cleanliness, and orderliness
- Meets expectations for delivering customer acquisition and retention, observations and assessment of visits.
- Quality program, determine eligibility for programs and services, operational compliance, and demonstrates expected behaviors
- Provides care and support to children and families
- The Early Head Start 0-3 Program helps low income families with children prepare for success.
- Infant Toddler Specialist works with child care professional's duties including coaching, technical assistance and trainings.
- In charge of case load and home based daily visits and socializations.
- Non-profit Agency Funded by United Way and KACCRRA helping families with programs such as the Resource and Referral which helps parents find quality child care and educates parents about the many options available.
Education
Associate of Arts - Social Work
Newman University
Wichita, KS 08.2004 - 05.2006
Associate's Degree - Social Services
Garden City Community College
Garden City, KSHigh School Diploma -
La Junta High School
La Junta, COSkills
- Quality assurance
- Customer relationship management
- Performance evaluation
- Order processing
- Staff training
- Data analysis
- Conflict resolution
- Process improvement
- Cross-functional communication
- Team leadership
- Strategic planning
- Active listening
- Customer advocacy
- Workflow optimization
- Time management
- Client engagement
- Team training and development
- Call center experience
- Account management
- Research and analysis
- Department operations
- Administrative duties
- Customer service excellence
- Sales
- Inventory control
- Customer complaint resolution
- Project management
References
Available on Request
Timeline
Customer Service Lead
Globallee Inc
12.2019 - Current
Customer Service/Receptionist
BAIK BRANDS
05.2017 - 12.2019
Family Advocate
RMSER HEAD START
02.2015 - 07.2016
Customer Service Specialist (Contract)
SIRIUS XM RADIO
09.2013 - 02.2015
Gate Agent
AMERICAN EAGLE
01.2013 - 08.2013
Customer Service Representative and Sales
T-MOBILE
09.2011 - 01.2013
Referral Specialist /Home Visitor
CHILD START
08.2008 - 07.2011
Associate of Arts - Social Work
Newman University
08.2004 - 05.2006
Associate's Degree - Social Services
Garden City Community College
High School Diploma -
La Junta High School
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