CANDACE UPSHAW
Columbus,GA
Summary
Knowledgeable and dedicated professional in the customer service industry. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
15
15
years of professional experience
Work History
Enrollment Associate
Childcare Network
Columbus, GA
09.2017 - 12.2022
- Deliver exceptional customer service to every client by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Maintain standard in assisting 5 customers in an average of 365 seconds by answering questions, responding to inquiries, and handling telephone requests.
- Provides basic troubleshooting steps to end-users and creates tickets when issues need to be escalated. Also, provide alternative options to clients until the issue is resolved.
- Increase call centers productivity by adhering to company policies and scripts to consistently achieve call-time and quality standards, receiving 100% in both call quality and call accuracy.
- Access internal and client systems, interpret screens, update screens, and enter contact notes in automated systems.
- Forward case and customer information when necessary, via telephone, e-mail, or other electronic transmissions for further processing by approved Desk Reference Guides.
- Receive multiple positive reviews acknowledging dedication to excellent customer service.
Teacher's Assistant
Puddle Jumpers
Columbus, GA
02.2013 - 10.2017
- Assisted 40 customers daily with online banking products; troubleshooting online and in application issues; and provided 100% in call quality and customer service.
- Increased teams overall call quality by adhering to companies’ metrics system, leading to a 96% increase based off call quality and improved team’s accuracy level by providing 100% accuracy on all calls.
- Broke down and evaluated user problems, using personal expertise and probing questions.
- Created tickets and emailed the correct department when clients had an issue that needed to be escalated.
- Utilized a designated system for tracking, recording, and reporting trends and issues.
- Used multiple screens and workplace systems to resolve customers issues or concerns
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Identified customer desires and goals through needs-based sales tactics.
Customer Service Representative
WellPoint, Anthem Blue Cross
Columbus, GA
10.2011 - 01.2017
- Responsible for scheduling 120 trips daily for senior citizens and/or persons with disabilities who requested transportation for various appointments and destinations.
- Assisted department supervisors and other employees with maintaining service levels and customer satisfaction.
- Prepared technical and non-technical reports to advise management of productivity trends and customer satisfaction.
- Mentored new hires to ensure probationary period is seamless with a 90% success rate.
- Successfully worked two departments with little to no supervision.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
Associate of Science - Criminal Justice
Virginia College
Columbus, GA02.2015
Skills
- Communication (written and verbal)
- Interpersonal Communication
- Critical Thinking
- Problem Solving
- Customer Service
- Microsoft Office Experience
- Creativity
- Conflict Resolution
- Process Improvement
- Decision Making
- Organization
- Attention to Detail
Timeline
Enrollment Associate
Childcare Network
09.2017 - 12.2022
Teacher's Assistant
Puddle Jumpers
02.2013 - 10.2017
Customer Service Representative
WellPoint, Anthem Blue Cross
10.2011 - 01.2017
Associate of Science - Criminal Justice
Virginia College
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