Candice Chapman
New Braunfels,TX
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
16
16
years of professional experience
Work History
Solutions Rep
HD Supply
02.2022 - Current
- CSE Solutions
- Started at an entry level position with CSE, worked my way up to the solutions role. Provide coaching and training of SOPs for quality assurance. Provide feedback on calls to improve metrics. Motivate my team to strive for better overall performance results. First tier in resolution of managing escalations’ calls.
Factory Direct Associate
HD Supply
08.2021 - 02.2022
- Factory Direct Dept.
- Established business rapport with numerous vendors, Provided resolution to customer escalations via email, Assisted with ice melt projects, Bridged the communication between Factory direct and other departments.
EBusiness Associate
HD Supply
05.2018 - 08.2021
- EBusiness Dept.
- Participated in the rollout program for Service Cloud, Trained several new hires during side by sides, Resolved customer escalations via email and chat, Updated password resets and login information.
Customer Service Associate
HD Supply
02.2018 - 05.2018
- Customer Service
- Troubleshooting, conflict resolution, data entry, placing new orders. Entry Level customer service, provided soft skills needed and active listening.
Frontier Tech Support/Inside Sales Representative
IBEX Global
New Braunfels, TX
08.2015 - 02.2018
- Cultivated strong client relationships through effective communication and consultative selling techniques.
- Trained and mentored new sales representatives, enhancing team performance and productivity.
- Developed targeted strategies to exceed quarterly sales targets, consistently achieving high performance levels.
- Managed friendly and professional customer interactions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
Sales Representative
EZ Pawn
New Braunfels, TX
12.2012 - 08.2015
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
Montage Sales
Ashley Furniture Homestore
New Braunfels, TX
12.2011 - 12.2012
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Achieved sales targets consistently by implementing effective sales strategies tailored to individual accounts.
- Applied established sales techniques and persuasive communication skills to meet personal sales objectives.
Escalations Lead
Ashley Furniture Home Stores
07.2010 - 12.2012
- Customer Service
- I managed team performance and monitored daily goals. I was in charge of reviewing and de-escalating BBB complaints filed against the company. While delegating, some of these issues to tenured representatives.
Education
General Studies Graduated -
Canyon High School
New Braunfels, TX05-2008
Skills
- Interpersonal Skills
- Communication Skills
- Decision-making
- Conflict Resolution
- Leadership
- Motivated
- Tenacious
- Reliable
- Fluid to change
- Creative solutions
- Customer relationship management
- Time management
- Self motivation
- Goal setting
Timeline
Solutions Rep
HD Supply
02.2022 - Current
Factory Direct Associate
HD Supply
08.2021 - 02.2022
EBusiness Associate
HD Supply
05.2018 - 08.2021
Customer Service Associate
HD Supply
02.2018 - 05.2018
Frontier Tech Support/Inside Sales Representative
IBEX Global
08.2015 - 02.2018
Sales Representative
EZ Pawn
12.2012 - 08.2015
Montage Sales
Ashley Furniture Homestore
12.2011 - 12.2012
Escalations Lead
Ashley Furniture Home Stores
07.2010 - 12.2012
General Studies Graduated -
Canyon High School
Communication
As a CSE Solutions Representative, I am the first line for resolving escalation calls. I have assisted with drop in trainings for Personalized Service, as well as a Tracking Refresher training for CSE. During the start of Service Cloud, I was a pioneer of change and assisted in training my peers on how to navigate the new system. I also jumped at the opportunity to broaden my horizons when I was approached to take on QA evaluations and Side by Side’s.
Leadership
Provided effective coaching and constructive feedback to team members, fostering a deep understanding of processes and driving notable improvements in QA scores. Generated impactful content and facilitated team meetings to enhance collaboration and share knowledge and current events.