Candice Newton

• Answer a high volume of calls in a fast-paced environment.
• Communicate with customers via the telephone to furnish information requested by our customers.
• Make recommendations based on customer’s storage needs, determine location and availability of units, and complete rental reservation information.
• Answer questions and complaints concerning billing or services rendered, refer complaints to designated departments or stores for investigation.
• Provide outstanding customer service to customers and internal teammates.
• Consistently meet operational performance standards, goals, and metrics.
• Complete regular courses on Phishing and other security risks
• Active participant during team and town hall meetings
• Maintained Outstanding rating call monitoring quality score
• Gathered data over time to report possible technical issues

• Front line of customer service
• Phone answering, appointment scheduling, client check in
• Completed minimum of 20 outbound calls/day to former clients
• Message delivery
• Payment processing
• Door to door marketing

Client Success Specialist Team 1 Lead

• Direct client contact for book of business containing 384 employers with 5 to 500 participants each from New York through New England and U.K
• Leader of 4 person team specializing in Section 125 and COBRA
• Hosted and scheduled on-boarding calls
• Remained top team for ticket solves and client issue resolutions
• Proactively identified and solved complex problems
• Created and distributed open enrollment information HRA, FSA, HSA, COBRA within deadline
• Scheduled and completed reminder communications to clients and brokers
• Set billing for all clients in book
• Worked with Compliance team on NDT testing
• Cultivated and maintained good rapport with various departmental teams

Implementation Specialist

• Built section 125 plans and COBRA Client portals via sales teams new client application submissions
• Major role in successful and positive renewal seasons
• Worked directly with sales team and clients to ensure accuracy and understanding of Section 125 and COBRA plans
• Enrolled participants both manually and through EDI files
• Performed participant and client account audits
• Supported Team Leaders with operational improvements
• Investigated and corrected plan and portal errors
• Consulted with Healthcare providers and brokers to find resolutions
• Adjusted accounts due to changing laws
• MS Office, SalesForce, Alegeus and COBRApoint proficient
• Assisted with transfer of information from Zendesk to SalesForce

Customer Service Representative

• Answered up to 60 inbound participant calls
• Health Reimbursement Account and Flex Spending Account claim reimbursement processing and denial review
• Resolved participant and client queries via phone and email
• Trained 6 new hires
• HIPAA certified
• Expert in Section 125 plans

Deli

• New hire trainer
• Provided excellent Customer service in high volume department
• Employee of the month

Seafood

• Ordered fresh product 6 days per week
• Minimized shrink and outages using forecasting reports and current demands
• Updated price signage daily and Country of Origin labeling daily
• Fillet trainer
• Led exciting in-store filleting and cooking demonstrations for customers

Card Shop Coordinator

• Sole employee in department
• Worked with vendors to organize overstock drawers
• Merchandised balloons at registers and card shop for impulse buys
• Ordered items(net, helium dolly) to reduce shrink, time spent and increase visibility for impulse purchases

General Merchandise

• Reduced shrink by suggesting flash sales before holidays
• Ordered non-perishable grocery items 3 days per week
• Designed merchandise displays
• Organized department to reduce back stock and drive sales
• Obtained and utilized Walkie-Reach certification
• Sole employee scheduled for department per shift

• Guaranteed positive customer experiences and resolution of customer complaints
• Compiled weekly reports and records for store managers
• Opened store including security check and bank deposit
• Led team of 6 as sole manager on duty for 8 hours
• Ordered fresh product, dairy, cigarettes and gum/mints
• Performed quarterly inventory audits
• Created The All-Star Board for positive cashier goal tracking