Summary
Overview
Work History
Skills
Timeline
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Candice Pope

Fishers,IN

Summary

Dynamic customer service professional with extensive experience at AT&T, excelling in first-call resolution and relationship building. Proven ability to boost sales and enhance customer satisfaction through effective problem resolution and active listening. Skilled in complaint handling and adept at managing high call volumes while maintaining exceptional service quality.

Professional with strong background in customer support, ready to excel in delivering exceptional service. Proven track record in resolving issues efficiently while maintaining high level of satisfaction. Skilled in communication, problem-solving, and team collaboration. Known for adaptability and focus on achieving results.

Customer service professional with proven history of providing high-quality care and support. Expertise in resolving customer concerns and enhancing service efficiency. Team-oriented and results-focused, adaptable to changing needs, and skilled in communication and problem-solving.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Knowledgeable and dedicated customer service professional with extensive experience in All Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

30
30
years of professional experience

Work History

Customer Care Agent

Inktel Contact Center Solutions
01.2020 - Current
  • Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
  • Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Built rapport with clients, resulting in increased customer loyalty and positive feedback.
  • Managed high call volume while maintaining exceptional service quality for all customers.
  • Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
  • Assisted call-in customers with questions and orders.
  • Responded to customer needs through competent customer service and prompt problem-solving.

Staffing/Recruiter Manager

AT&T
11.2003 - 05.2019
  • Negotiated offers between clients and candidates, ensuring successful placements and long-term retention rates.
  • Built strong relationships with clients to understand their staffing needs and deliver tailored solutions.
  • Utilized social media platforms, job boards, and networking events for sourcing top talent in diverse industries.
  • Developed successful recruitment strategies that resulted in reduced time-to-hire rates across all business units.
  • Enhanced client satisfaction by effectively screening and selecting candidates for various job roles.
  • Maintained a comprehensive database of qualified candidates for timely fulfillment of client requirements.
  • Continuously researched market trends and competitor activities to maintain a competitive edge in the staffing industry.
  • Reduced employee turnover by implementing effective candidate screening techniques and assessment methodologies.
  • Strengthened relationships with key industry partners, attending networking events, and participating in trade shows.
  • Monitored the performance of placed candidates, providing feedback to ensure their success within the organization.

Trainer

AT&T
11.1998 - 11.2003
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Collaborated with subject matter experts to create accurate training content.
  • Enhanced trainee engagement through interactive workshops and hands-on activities.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
  • Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
  • Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
  • Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
  • Lead Trainer over 6 other Trainers
  • Provided coaching and mentoring to employees.
  • Trained and mentored over 700 new personnel hired to fulfill various roles.

Customer Service Sales Representative

AT&T
04.1995 - 11.1998
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Increased customer satisfaction by addressing and resolving complex issues effectively.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
  • Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
  • Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
  • Supported team members during peak periods by sharing workload and providing guidance when needed.
  • Contributed to positive team culture, driving motivation and productivity among peers.
  • Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
  • Participated in regular product training sessions to stay updated on latest features and benefits.
  • Resolved customer complaints, ensuring customer satisfaction and loyalty.
  • Conducted product demonstrations, educating customers and stimulating interest.
  • Customized sales pitches to match customer needs, leading to higher conversion rates.
  • Developed comprehensive knowledge of products and services to provide accurate information to customers.

Skills

  • Call center experience
  • Payment processing
  • Typing speed
  • Complaint handling
  • Appointment scheduling
  • Assertiveness
  • Live chat support
  • Escalation management
  • Customer relationship management
  • Conflict mediation
  • Relationship building
  • First call resolution
  • Documentation and reporting
  • Billing coordination
  • Order processing
  • Custom order management
  • Customer relations
  • Customer service
  • Time management
  • Multitasking and organization
  • Inbound customer service
  • Active listening
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Problem resolution

Timeline

Customer Care Agent

Inktel Contact Center Solutions
01.2020 - Current

Staffing/Recruiter Manager

AT&T
11.2003 - 05.2019

Trainer

AT&T
11.1998 - 11.2003

Customer Service Sales Representative

AT&T
04.1995 - 11.1998

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Candice Pope