Candace Sandoval
Alvin
Summary
Dedicated professional with a strong background in customer service and conflict resolution. Skilled in training new team members, managing CRM systems, and implementing process improvements to enhance service quality and efficiency.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
IQVIA Biotech
Houston
03.2022 - 01.2026
- Assisted clients with product inquiries and service issues effectively.
- Managed customer interactions via phone, email, and chat platforms.
- Collaborated with cross-functional teams to resolve customer complaints swiftly.
- Documented customer feedback to improve service quality and processes.
- Provided training and support to new team members on best practices.
- Utilized CRM systems to track and manage customer interactions efficiently.
- Escalated complex issues to management for timely resolution actions.
- Maintained accurate records of customer interactions for future reference.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Delivered customer support to high call load each shift.
- Built sustainable relationships of trust through open communication with customers.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Gathered customer feedback to suggest improvements for products and services.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Processed customer account changes with proprietary software.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Processed orders accurately and efficiently according to established procedures.
- Recommended potential products or services after analyzing customer needs.
- Educated customers where applicable to alleviate need for future contact.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Provided training support for new hires related to customer service processes and procedures.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Audited customer account information to identify issues and develop solutions.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Prepared customer reports by gathering data collected during customer interactions.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Promoted product offerings to drive growth and exceed benchmarks.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- Identified opportunities to upsell additional services when appropriate.
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Maintained up-to-date knowledge of company products, services, and promotions.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
- Provided top quality control and eliminated downtime to maximize revenue.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Prevented key account losses by researching discrepancies and correcting problems.
- Took special orders in person and over telephone, generating additional revenue every month.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Led on- and off-site customer support teams across multiple time zones.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Contacted customers about potential service upgrades, new services and account changes.
- Oversaw warranty counseling process to manage expense controls.
Medical Assistant
UTMB Galveston
Galveston
02.2013 - 03.2020
- Assisted physicians with patient examinations and procedures.
- Managed patient scheduling and appointment confirmations efficiently.
- Conducted routine laboratory tests and specimen collection accurately.
- Administered medications and monitored patient reactions diligently.
- Maintained accurate electronic health records and documentation consistently.
- Educated patients on treatment plans and healthcare practices effectively.
- Coordinated with healthcare teams to ensure quality patient care delivery.
- Trained new medical assistants on office procedures and protocols thoroughly.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Administered injections, medications and treatments as directed by the physician.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Measured vital signs and took medical histories to prepare patients for examination.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Documented notes during patient visits.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Scheduled appointments for patients via phone and in person.
- Collected samples from patients for laboratory testing purposes.
- Cleaned and maintained medical equipment following procedures and standards.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Educated patients about medications, procedures and physician's instructions.
- Organized charts, documents and supplies to maintain team productivity.
- Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
- Organized patient charts before each day's clinic sessions began.
- Registered new patients into practice management software program accurately entering demographic information.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
- Filed insurance claims forms in accordance with applicable regulations.
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Collected, labeled and stored laboratory specimens properly prior to testing.
- Administered medications under physician's supervision.
- Positioned patients properly during examination or treatment for comfort and safety.
- Changed dressings on wounds to prevent infection and check for healing.
- Assisted back office patient processes to reduce office wait times.
- Operated x-ray and electrocardiogram (EKG) to administer diagnostic tests.
- Supported administrative staff by processing payments.
Education
Graduate Certificate - Medical Assistant
Everest Institute
Houston, TX05-2009
Skills
- Customer relationship management
- CRM systems
- Conflict mediation
- Order processing
- Customer training
- Customer service
- Process improvement
- Data analysis
- Quality assurance
- Team collaboration
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Mentoring junior staff
- First call resolution
- Documentation and reporting
- Product education
- Customer relations
- Issue escalation
- CRM software
- Point-of-sale system
- Complaint handling
- Senior leadership support
- Appointment scheduling
- Call center experience
- Active listening
- Email correspondence
- Phone etiquette
- Verbal and written communication
- Security verification
- Punctuality and reliability
- Custom order management
- Claims monitoring
- Database research
- Empathy and patience
- Brand representation
- Email communication
- Data entry
- Upselling techniques
- Relationship building
Timeline
Customer Care Representative
IQVIA Biotech
03.2022 - 01.2026
Medical Assistant
UTMB Galveston
02.2013 - 03.2020
Graduate Certificate - Medical Assistant
Everest Institute