Candice Muncy
Gilbert,WV
Summary
My name is Candice Muncy. Focused on achieving demanding service, quality and performance objectives. Remarkable work ethic with a solid career history of working effectively with cable, internet and phone bundles. Dedicated to giving customers unsurpassed service and support. Proficient in keeping to schedules, managing work time and completing work in all areas. Experienced in helping both residential and commercial customers. Skilled installer with expertise in repairing, maintaining and improving systems. Knowledgeable, organized and able to learn new processes and procedures quickly. You can contact me for work at muncyc324@gmail.com or by phone 3047855676. I look forward to hearing from you. Have a wonderful day, and God Bless.
Overview
14
14
years of professional experience
Work History
Technical Support Technician
Conduent Business Services
Remote
03.2023 - 07.2023
- Established a strong rapport with clients, leading to increased referrals & repeat business due to exceptional technical support services.
- Broke down & evaluated user problems, using test scripts, personal expertise, & probing questions.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high-pressure situations with professionalism & empathy, leading to increased client trust & loyalty.
- Resolved diverse range of technical issues across multiple systems & applications for customers & end-users across various time zones.
- Responded to customer inquiries & provided technical assistance over phone.
- Configured & tested new software &hardware.
Outbound Sales Representative
Targeted Results, INC.
Remote
11.2021 - 03.2022
- Educated customers on product and service benefits, explaining features and answering questions.
- Provided information about available products and services, membership details, and purchase advantages.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Leveraged customer feedback to relay product improvement suggestions to the development team, driving continuous innovation and maintaining a competitive edge in the market.
Technical Support Representative
Teleperformance USA
Remote
05.2021 - 11.2021
- Installed, configured and maintained computer systems and network connections.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
CNX WAH PS/TS Expert Intuit Turbo Tax
Concentrix, Inc.
Remote
01.2021 - 08.2021
- Verified all customers.
- Identified all customer issues & exceptional resolutions
- Completed Tax returns & successfully filed returns.
- Completed multilevel verifications.
- Excellent communication skills, both verbal and written.
- Gained strong leadership skills by managing projects from start to finish.
- Resolved problems, improved operations and provided exceptional service.
- Problem solving techniques.
- Went above and beyond for all customers.
- Identified issues, analyzed information and provided solutions to problems.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Skilled at working independently and collaboratively in a team environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
CNX WAH Advisor I Support Cabela's and Bass Pro Shops
Concentrix, Inc.
Remote
09.2020 - 01.2021
- Verified all customers & Identified customer issue resolutions.
- Completed multilevel verifications.
- Completed Problem solving techniques. Completing customer returns & shipping process.
- Went above and beyond for all customer clientele.
- Used standardized assessments to evaluate abilities, interests and characteristics of different clientele.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Worked effectively in fast-paced environments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Gained extensive knowledge in data entry, analysis and reporting.
- Applied effective time management techniques to meet tight deadlines.
- Participated in networking events to expand professional connections and attract new clientele.
Phlebotomists Student - Clinicals
Uniontown Hospital
Uniontown, PA
06.2015 - 07.2015
- Introduction to patients & verification.
- Prepared specimens for analysis.
- Explanation of Phlebotomy Process.
- Followed all safety & bio-hazard guidelines.
- Label all specimens immediately.
- Followed order of completion.
- Restocked when necessary.
- Passionate about learning and committed to continual improvement.
- Identified issues, analyzed information and provided solutions to problems.
- Strengthened communication skills through regular interactions with others.
- Proven ability to learn quickly and adapt to new situations.
- Worked flexible hours across night, weekend, and holiday shifts.
- Self-motivated, with a strong sense of personal responsibility.
- Developed and maintained courteous and effective working relationships.
Phlebotomists Student - Clinicals
Cheat Lake Physicians
Cheat Lake, WV
05.2015 - 06.2015
- Introduction to patients, & completed Verification of all patients.
- Prepared specimens for analysis & Explanation of Phlebotomy Process.
- Follow all safety & bio-hazard guidelines.
- Label all specimens immediately.
- Followed order of completion.
- Restocked when necessary
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Proven ability to learn quickly and adapt to new situations.
- Applied effective time management techniques to meet tight deadlines.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Phlebotomists Student - Clinicals
Milan Puskar Health Right
11.2014 - 03.2015
- Verifying all customers, Identifying customer issue and resolution, Completing multilevel verification, Problem solving techniques, Completing customer returns, Going above and beyond for all customers
Customer Service Representative
Teletech
Morgantown, WV
06.2014 - 09.2014
- Verified all customers.
- Identified customer issue & resolution.
- Completed multilevel verification & problem solving techniques.
- Completed customer returns.
- Went above and beyond for all customers.
- Created and maintained detailed database to develop promotional sales.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Cross-trained and backed up other customer service managers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Universal Home Technician
Startek USA
Remote
09.2023 - 02.2024
- Improved customer satisfaction by providing timely and efficient installations of home technology systems.
- Researched and evaluated new technologies for use in cabling and telecommunications systems.
- Worked closely with network administrators and server engineers to deliver quality service.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Coordinated with cross-functional teams to ensure seamless integration of new applications into the existing network infrastructure.
- Designed and evaluated WAN and LAN connectivity technologies.
- Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.
- Tested and evaluated all software to improve performance and usability.
- Diagnosed and executed resolution for network and server issues.
- Implemented regular backups and disaster recovery plans, safeguarding against data loss from unforeseen events.
- Collaborated with IT teams to develop integrated network solutions, resulting in increased productivity.
- Completed remote repairs involving software solutions and hardware repairs.
- Created inventory, report and invoicing databases.
- Provided troubleshooting and diagnostics for networks and servers in this field.
- Updated technical knowledge through industry training courses, ensuring expertise in cutting-edge technologies.
- Handled emergency repairs quickly to minimize downtime and restore full service as soon as possible.
- Monitored system performance indicators closely, identifying potential issues before they escalated into major problems.
- Tested cables using tools such as volt-OHM meters, spectrum analyzers, and signal level meters.
- Repaired and updated equipment to conform to company-wide standards.
- Completed new connects, reconnects, disconnects, and service changes for residential and commercial customers.
- Provided training on use, troubleshooting, and calibration of equipment.
- Developed and implemented plans for installation of new networks and cabling systems.
- Enhanced network performance for clients through regular maintenance and system upgrades.
- Performed troubleshooting of systems with techniques such as speed and ping tests.
- Installed and configured new devices and system components.
- Managed inventory of tools and supplies, ensuring availability of necessary resources for each job site visit.
- Conducted regular maintenance checks on equipment, prolonging its lifespan and reducing repair costs.
- Reduced equipment downtime by performing proactive troubleshooting and identifying potential problems before they escalated.
Customer Service Representative
ACS, Xerox
Pikeville, KY
07.2011 - 10.2011
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Investigated and resolved accounting, service and delivery concerns.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
TRG Customer Solutions, Inc.
Charleston, WV
06.2010 - 01.2011
- Verifying all customers, Identifying customer issue and resolution, Completing multilevel verification, Problem solving techniques, Completing customer returns, Going above and beyond for all customers
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Cross-trained and backed up other customer service managers.
- Provided primary customer support to internal and external customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
Education
No Degree - Degree Pending
Southern WVCTC
2025
Certification for Phlebotomy & IV Therapy - Certification - Phlebotomy & IV Therapy
National Career School
Uniontown,PA01.2015
GED -
Highschool / GED
Williamson, WV01.2004
Skills
- IT Skills
- Data Entry
- Learns at fast pace
- Troubleshooting
- Device configuration
- Device Installation
- Equipment Repairs
- Smart Home Integration
- Network Troubleshooting
- Equipment installation & repair
- System repairs
- Equipment management
- OSHA Compliance & HIPAA Compliant
- Dispatch Communication
- Network configuration
- Technical Support
- Documentation abilities
- Customer relations understanding
- Service Calls
- Safety practices
- Emergency Management
References
- Lindsey Breter, 814-746-8229
- Misty Logan, 304-664-1024
- Michael Sloan, 304-802-4686
- Chris Cunningham, 724-570-2655
Timeline
Universal Home Technician
Startek USA
09.2023 - 02.2024
Technical Support Technician
Conduent Business Services
03.2023 - 07.2023
Outbound Sales Representative
Targeted Results, INC.
11.2021 - 03.2022
Technical Support Representative
Teleperformance USA
05.2021 - 11.2021
CNX WAH PS/TS Expert Intuit Turbo Tax
Concentrix, Inc.
01.2021 - 08.2021
CNX WAH Advisor I Support Cabela's and Bass Pro Shops
Concentrix, Inc.
09.2020 - 01.2021
Phlebotomists Student - Clinicals
Uniontown Hospital
06.2015 - 07.2015
Phlebotomists Student - Clinicals
Cheat Lake Physicians
05.2015 - 06.2015
Phlebotomists Student - Clinicals
Milan Puskar Health Right
11.2014 - 03.2015
Customer Service Representative
Teletech
06.2014 - 09.2014
Customer Service Representative
ACS, Xerox
07.2011 - 10.2011
Customer Service Representative
TRG Customer Solutions, Inc.
06.2010 - 01.2011
No Degree - Degree Pending
Southern WVCTC
Certification for Phlebotomy & IV Therapy - Certification - Phlebotomy & IV Therapy
National Career School
GED -
Highschool / GED