Candice Holmes
La Grange,IL
Summary
Dynamic technical support professional with 24 years of experience specializing in social media interactions. Recognized for achieving 100% customer assistance accuracy within 260 seconds over two consecutive quarters. Proficient in simplifying complex concepts and fostering client relationships, demonstrating a commitment to customer satisfaction. Seeking to leverage extensive problem-solving and negotiation skills within a forward-thinking team to drive success.
Overview
15
15
years of professional experience
Work History
Customer Service Associate
Enova
10.2024 - Current
- Processed upwards of 60 calls per day concerning cash advance applications.
- Supported clients in navigating the application for financial assistance through Aperture.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Developed relationships with key clients through regular contact and follow-up communication.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
Software Support Specialist
Storable
Remote, IL
05.2023 - 06.2024
- Provided remote assistance when needed via telephone, email or remote desktop tools.
- Collaborated with team members to identify issues through Salesforce.
- Configured software installation from a remote location.
- Assisted team members in identifying and correcting technical errors.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
Technical Expert
Verizon Wireless
Rolling Meadows, IL
11.2009 - 03.2023
- Assisted up to three customers simultaneously with different technical issues via Sprinklr.
- Applied out-of-the-box thinking to resolve previously escalated, unresolved billing, and technical concerns.
- Analyzed trends and assisted in planning for unforeseen variations to keep workflow consistent.
- Utilized exceptional active listening skills to analyze situations and customers to reach a root cause for issues in under 300 seconds.
- Analyzed customer requirements and designed solutions that meet their needs.
Education
Associate of Arts - Digital Arts
Iowa Central Community College
05-2025
Associates - Network and System Administration/Administrator
DeVry University
01.2012
Skills
- Problem resolution
- Time management skills
- Customer relationship management (CRM)
- Customer service
- Software troubleshooting
- Analytical thinking
- Multitasking capacity
- Communication skills
- Data entry accuracy
- Typing speed of 60 WPM
- Proficient in Google Drive
- Proficient in MS Office
- Proficient in Canva
- Proficient in Adobe Photoshop
- Proficient in Illustrator
- Proficient in Premiere
- Technical support
Timeline
Customer Service Associate
Enova
10.2024 - Current
Software Support Specialist
Storable
05.2023 - 06.2024
Technical Expert
Verizon Wireless
11.2009 - 03.2023
Associate of Arts - Digital Arts
Iowa Central Community College
Associates - Network and System Administration/Administrator
DeVry University
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