Cande Mitchell
Pontiac,MI
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
FlagStar Bank
Troy, MI
03.2018 - 02.2025
- Handling inbound calls from customer's and third-party agents pursuing loan information and/or payoff request;
- Performing various tasks on multiple platforms, such as applying borrower monthly loan payments, researching and troubleshooting payment-logic errors;
- Escalating issues to management as needed;
- Fulfilling borrower requests such as taking loan payments, by phone, and frequently sending loan-specific documents by email and mail;
- Managing call types such as HELOC, Escrow, Payoff and Consumer;
- Maintain schedule adherence and fulfill requests by management to reach out to borrowers, pursuant to various inquiries;
- Attend monthly team-meetings and supervisory meetings (WebEx)
- Complete ongoing, assigned e-learning classes, as necessary
Phone Advocate
Volkswagen Group of America, Inc.
Auburn Hills, MI
11.2015 - 01.2017
- Answer & provide concise, accurate, & complete responses to all inquiries.
- Determine caller's need & proactively provide appropriate information.
- Explore all viable solutions, while offering guidance in determining the appropriate course of action.
- Resolve differing expectations between the customer, dealer body, & company.
- Use discretionary decision making for payment arrangements, extensions, deferrals, & due date changes.
- Update & verify all account maintenance information.
- Grant refunds & late charge waivers.
- Troubleshoot Consumer Internet challenges.
- Maintain comprehensive follow-up to ensure customer satisfaction.
- Provide accurate & summarizing notes in system of record.
Legal Assistant
Law Offices of Darryl P. Mitchell
Pontiac, MI
06.1994 - 01.2017
- Perform duties such as typing, filing legal court documents.
- Perform basic customer service duties.
- Answering phones, accounting
Call Center Rep
Allegra Direct/ Horizon Blue Cross Blue Shield
Rochester, MI
02.2013 - 05.2015
- Interacting with customers of Blue Cross Blue Shield to provide information in response to inquiries about products and services and to handle and resolve complaints
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Offer solutions to issues that are typically non-standard/non-routine and require extensive clarification
Cashier/Administrative Assistant
Penske Automotive Group
Waterford, MI
06.2007 - 11.2011
- Processes credit or debit card transactions and validates checks.
- Greeting customers at the cashier window, answering customers.
- Counting money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change, as well as reconciling the cash drawer at the end of the shift.
- Issuing receipts, refunds, credits, or change due to customers.
- Compiling and maintaining non-monetary reports and records.
- Assisting the service department with administrative duties.
Receptionist/Legal Assistant
Law Offices of Diana L. McClain
Pontiac, MI
08.2001 - 09.2006
- Perform duties such as typing legal documents, filing and other basic offices duties
Legal Assistant
Law Offices of Cyril C. Hall
Pontiac, MI
08.2001 - 09.2006
- Perform duties such as typing legal documents, filing and other basic offices duties
Education
High School Diploma -
Pontiac Northern High
Pontiac, MI06-1995
Skills
- Good written and verbal presentation skills
- Interpersonal skills
- Flexibility
- Cash handling
- Basic computer skills
- Windows
- Word
- Excel
- Works
Timeline
Customer Service Representative
FlagStar Bank
03.2018 - 02.2025
Phone Advocate
Volkswagen Group of America, Inc.
11.2015 - 01.2017
Call Center Rep
Allegra Direct/ Horizon Blue Cross Blue Shield
02.2013 - 05.2015
Cashier/Administrative Assistant
Penske Automotive Group
06.2007 - 11.2011
Receptionist/Legal Assistant
Law Offices of Diana L. McClain
08.2001 - 09.2006
Legal Assistant
Law Offices of Cyril C. Hall
08.2001 - 09.2006
Legal Assistant
Law Offices of Darryl P. Mitchell
06.1994 - 01.2017
High School Diploma -
Pontiac Northern High