Candice Terrell
Detroit,MI
Summary
Client experience professional, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty and value.
Overview
10
10
years of professional experience
Work History
CARES Agent I/Contingent Worker
Prestige Staffing/Chick-Fil-A
03.2022 - Current
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Used ticketing systems to manage and process support actions and requests.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Crafted intelligent, professional responses to emailed customer questions.
- Generated reports to track performance and analyze trends.
- Worked within task management system to receive, manage and close support requests.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality for Chick-Fil-A app.
- Recorded accurate and efficient records in customer database, ServiceNow.
- Researches and grasps technical and on technical information across multiple tools while talking to Customers
- Problem solves and troubleshoots a variety of issues, using technology and a myriad of Customer Support systems.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Developed training Miroboards, computer tutorials and reference materials.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Payoff Specialist
Rock Mortgage
02.2020 - 01.2022
- Processed, verified, and signed off on figures in database for payments.
- Ensured accuracy as well as maintained quality.
- Delivered stellar customer experience to each client.
- Documented client details, and notes into system for interdepartmental access and review.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Attained more than 4.7 hourly production rate maintaining at least150% to goal percentage.
- Engaged in virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- Employed independent research to solve complex issues, utilizing resources such as; internal knowledge bases and documentation.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- Answered live online chats to give quick answers and solve problems faster.
- Responded to website and email inquiries within 1 business day to maintain customer satisfaction and generate positive reviews.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained compliance with privacy and security requirements, as well as federal statutes for refinancing.
Customer Retention Specialist
Comcast
09.2018 - 07.2019
- Evaluated customers information to identify issues, developed potential solutions and excelled in quality.
- Expeditiously and accurately answered customer inquiries, suggested effective solutions, and amplified customer satisfaction by 35%.
- Fostered empathetic client relationships while earning a reputation for superseding service standard goals.
- Customized a consultative sales approach to understand customer needs and recommend relevant offerings.
- Exemplified exceptional customer service to every customer by leveraging extensive knowledge of products and services.
- Generated correct order totals, updated accounts and maintained detailed records for contract agreements.
- Promoted available products and services to customers during service, account management and order calls.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Illustrated effective selling skills while engaging, and presenting solutions to customers.
- Conveyed accurate information about promotions, customer programs, products, and driving retention.
- Demonstrated superior experience by, addressing customer concerns, displaying empathy, and resolving problems effortlessly.
Team Lead/Trainer
Dialog Direct
07.2015 - 01.2018
- Identified and implemented ways to improve and promote quality through accuracy and thoroughness.
- Adhered to all confidentiality requirements at all times.
- Surpassed all customer call guidelines including service levels, handle time and productivity.
- Devised and published metrics to measure organization's success in delivering phenomenal customer experience.
- Maintained payroll information by calculating, collecting and entering data.
- Recruited and screened potential participants.
- Oversaw participant workflow and behaviors throughout training process.
- Revamped training program and recommended improvements to upper management to enhance effectiveness.
- Authored curricula, instructions, documents and written tests for various training modules.
- Created reports and provided administrative support of training systems and databases.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching KPI’s.
- Initiated timely response to emails, voicemails and written correspondence.
- Coordinated weekly meetings for team updates.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Administered first-aid care in emergency situations, remaining level-headed and helping clients feel better.
- Tracked attendance and progress against goals for each participant.
- Recruited and trained over 150 new members of guest service team.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Conducted new hire orientations and training sessions and trained current employees on new equipment and procedures.
- Displayed working knowledge of Microsoft Office programs.
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Helped employees register for benefits programs using online portals.
- Generated and completed personnel action forms for hires, terminations, title changes and terminations.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
- Managed payroll data entry and processing for 45 employees to comply with predetermined company guidelines.
- Operated 10-key calculators, computers, fax machines, copy machines and other office equipment.
- Researched and resolved payroll discrepancies.
- Submitted service tickets for equipment maintenance requests.
- Executed Monthly Performance Plans with representatives and directors to to identify production gaps.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Referred and tracked complex issues relating to system or technology to help desk for further evaluation.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Investigated and resolved all transferred escalated calls pertaining to; account/order inquiries, customer satisfaction complaints, billing, and shipping/delivery concerns.
CUSTOMER SERVICE REPRESENTATIVE
Minacs
04.2014 - 03.2015
- Aided customers with creating new accounts and maintenance.
- Processed payments for services at checkout, through POS.
- Investigated and resolved customer inquiries and complaints.
- Defused volatile customer situations with compassion and empathy.
- Managed customer calls efficiently in complex, fast-paced and challenging call center environment.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Acted professionally and patiently when addressing negative customer feedback.
- Documented customer orders and processed accurate payments for products, warranties and support contracts.
- Consistently achieved or exceed special targets for credit card applications, special donations and specific product promotions.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Managed efficient cash register operations.
- Assisted customers with signing up for store loyalty programs and provided details about key benefits.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in electronics and extended warranty products.
CAREER ADVISOR
Noble Voice
08.2013 - 04.2014
- Promoted special offers and pre-screened job seekers for employment and education opportunities.
- Processed caller's results and referrals.
- Managed high call volume with tact and professionalism.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Met or exceeded service and quality standards every review period.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Asked open-ended questions to assess customer needs.
- Developed reputation as an efficient service provider with high levels of accuracy.
Education
Certification in Administrative Assistant -
Volunteers Of America-Pm
Associate of Business Administration - Advanced Customer Service
Macomb Community College
Warren, MI2025
Skills
- Excellent Communication
- Decision Making
- Data Management
- Microsoft Office Software Proficiency
- Analytical and Critical Thinking
- Attention to Detail
- Excellent multi-tasking ability
- Organization and Time Management
- Interpersonal communication skills
- Customer Service Excellence
- De-escalation Techniques
- Team-Oriented and Cooperative
Timeline
CARES Agent I/Contingent Worker
Prestige Staffing/Chick-Fil-A
03.2022 - Current
Payoff Specialist
Rock Mortgage
02.2020 - 01.2022
Customer Retention Specialist
Comcast
09.2018 - 07.2019
Team Lead/Trainer
Dialog Direct
07.2015 - 01.2018
CUSTOMER SERVICE REPRESENTATIVE
Minacs
04.2014 - 03.2015
CAREER ADVISOR
Noble Voice
08.2013 - 04.2014
Certification in Administrative Assistant -
Volunteers Of America-Pm
Associate of Business Administration - Advanced Customer Service
Macomb Community College
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