Candice Maldonado
Nampa,ID
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
Aqua-Hot Heating Systems, Inc.
01.2022 - 02.2024
- Developed and implemented customer service policies and procedures.
- Enhanced customer experience with proactive problem-solving techniques, leading to higher satisfaction.
- Facilitated ongoing staff training sessions on product knowledge, company updates, and customer service best practices.
- Developed and maintained strong relationships with key clients, resulting in increased retention rates.
- Optimized department workflows by identifying inefficiencies and implementing effective solutions.
- Main point of contact for escalating complex customer concerns requiring managerial intervention.
- Collaborated cross-functionally to develop innovative strategies for continuous improvement of service quality.
- Took ownership of customer issues and followed problems through to resolution.
Service and Warranty Manager
Big Chill LLC
03.2018 - 10.2020
- Provided exceptional technical support services, troubleshooting complex issues with minimal need for follow-up visits or additional repair work required under manufacturer's warranty coverage.
- Led continuous improvement initiatives by identifying opportunities to enhance existing processes based on feedback from both internal and external stakeholders.
Delivery Analyst Team Lead
IBM
08.2015 - 03.2018
- Utilized proactive problem-solving skills by trend analysis to avoid service outages along with major incidents for clients.
- Organized and drove service recovery calls to facilitate quick incident recovery.
Customer Service Representative
Otter Box
07.2014 - 08.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Master of Science - Business Administration
Colorado Technical University
Colorado Springs, CO02.2019
Bachelor of Science - Business Administration
Colorado Technical University
Colorado Springs, CO07.2017
Skills
- Team Leadership & Management
- Communication skills
- Problem-Solving
- Conflict resolution techniques
- Relationship Building
- Staff education and training
- Research and due diligence
- Cross-Functional Collaboration
- Computer Skills
- Teamwork and Collaboration
- Customer Service
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Manager
Aqua-Hot Heating Systems, Inc.
01.2022 - 02.2024
Service and Warranty Manager
Big Chill LLC
03.2018 - 10.2020
Delivery Analyst Team Lead
IBM
08.2015 - 03.2018
Customer Service Representative
Otter Box
07.2014 - 08.2015
Master of Science - Business Administration
Colorado Technical University
Bachelor of Science - Business Administration
Colorado Technical University
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