Candice Hatter
Lewisville,Texas
Summary
Professional with robust background in conflict resolution and customer service. Skilled in navigating complex issues, implementing solutions, and ensuring client satisfaction. Strong collaborator with focus on team synergy and adaptability to changing demands. Proven ability to communicate effectively, mediate disputes, and achieve results-driven outcomes.
Overview
13
13
years of professional experience
Work History
Lease Experience/ Resolution Specialist
Toyota Financial Services
01.2023 - Current
- Assist members of Lease Experience team in resolving escalation issues and handling conflicts with existing customers to attain positive outcomes. This includes managing a high volume of inquiries from both internal team members and customer escalations, ensuring efficient solutions that enhance the overall customer experience.
- Collaborating closely with my immediate team to remain informed about the latest and evolving policies and procedures related to any calls concerning our department.
- Kept comprehensive records of all interactions and resolutions for future reference and analysis, enhancing overall efficiency in managing similar cases in the future.
- Created a specialized subgroup within my team to examine customer escalation trends related to our department. We reviewed calls made by team members and offered constructive feedback, along with effective de-escalation strategies.
- Selected for a unique project aimed at addressing dealer grounding issues and potential payment delays that could impact customers' credit. This involves conducting case research, as well as providing a comprehensive overview and analysis of the gathered data.
- Recognized for demonstrating respect, friendliness, and a proactive approach in providing assistance wherever necessary
Lease End Experience Specialist
Toyota Financial Services
07.2021 - 01.2023
- Manage incoming lease-end inquiries for Toyota and Lexus Financial Services.
- Address customer questions as their lease term comes to a close, offering solutions for accounts nearing the end of their contracts with Toyota and Lexus Financial Services. Provide assistance beyond the contract period, including settling outstanding balances, preparing documents, and facilitating negotiations.
- Offer backup support for the resolution line, aiding team members with issues and addressing conflicts with current customers to achieve positive outcomes.
- Provide support and mentoring strategies for both existing team members and new hires, enhancing knowledge and elevating customer satisfaction standards.
Customer Experience Supervisor
Delta Air Lines, Inc
11.2011 - 10.2020
- Managed all customer escalation calls related to complaints Delta’s service, policies, and staff.
- Resolved service concerns for impacted passengers in accordance with First Point of Contact guidelines. This included providing monetary compensation, refunds, reimbursements, travel credits, and award miles.
- Worked together with local service operations team to track call volume, plan off-phone periods, examine reports on mishandled calls, and tackle issues related to call avoidance.
- Handled website escalations via email, phone, website live chat and in forums.
- Chosen to join a specialized team collaborating with directors and developers for the Delta.com project, focusing on the implementation of online chat and messaging features for their website.
- Conducted 25+ training classes in Learning & Development for over 300 new Customer Experience Agents.
- Implemented an in-office pilot program to support Experience agents in improving their statistics and metrics. The program aimed to enhance quality scores, ensuring compliance with all DOT requirements, optimize call handling and after-call times, maintain schedule adherence, improve post-call survey scores, and increase overall knowledge.
Education
High School Diploma -
Dixie Heights
Edgewood, KY06-1992
Skills
- De-Escalation Techniques
- Assertiveness
- Conflict resolution skills
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Problem-solving abilities
- Adaptability and Flexibility
- Team building
- Reliability
Timeline
Lease Experience/ Resolution Specialist
Toyota Financial Services
01.2023 - Current
Lease End Experience Specialist
Toyota Financial Services
07.2021 - 01.2023
Customer Experience Supervisor
Delta Air Lines, Inc
11.2011 - 10.2020
High School Diploma -
Dixie Heights
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