Candice Debrosse
Plainfield,NJ
Summary
Customer Service Supervisor, with over ten years of experience in a customer service and sales. Possess ability to multitask in a fast-paced environment and aptitude to effectively facilitate escalated customer issues through strong communication, organizational and interpersonal skills.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
BCN Telecom
04.2017 - Current
- Oversee all day- to-day operational activities of office to ensure team goals are met
- Engage daily with team to provide clarity on policy, procedures, and tools
- Develop and implement a timeline to achieve targets
- Conducting training of team members to maximize their potential
- Lead team on-boarding and learning
- Manage and administer database of over 3000 customers
- Recorded 95% customer satisfaction for handling escalations that could not be resolved by front line service team members
- Collaborate with managers to drive continuous improvement
- Regular review of queue reporting to monitor performance levels.
Customer Service Representative
BCN Telecom
04.2015 - 06.2017
- Recorded an average 97% customer resolution score
- Maintained customer records by updating account information
- Maintained financial accounts for over 300 customers
- Upsell score of 94% for recommending potential products to new customers.
Customer Service Representative
Cablevision
01.2012 - 04.2015
Education
BA - Business Management and Finance
Kean College
Associate Of Science - Computer Programming
Borough of Manhattan Community College of The City University of New York
New York, NYSkills
- Google Suite
- Windows
- Continuous improvement
- Time management
- Communication skills
- Microsoft Excel
- Organizational skills
- Microsoft Outlook
- Microsoft Powerpoint
- Microsoft Word
- Customer service
- Microsoft Office
- Leadership
- Project Management
- Interdepartmental Collaboration
- Customer Service
- Key Performance Indicators (KPIs)
- Customer Implementation
- Account Management
- Customer Relationship Management
- New Hire Training
- Employee Scheduling
- Job Assignments
- Verbal and Written Communication
- Team Meetings
- Information Updates
- Customer Escalations
- Professional Phone Etiquette
Timeline
Customer Service Supervisor
BCN Telecom
04.2017 - Current
Customer Service Representative
BCN Telecom
04.2015 - 06.2017
Customer Service Representative
Cablevision
01.2012 - 04.2015
BA - Business Management and Finance
Kean College
Associate Of Science - Computer Programming
Borough of Manhattan Community College of The City University of New York
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