Candice Townsend
Chicago,IL
Summary
Ambitious, career-focused job seeker, anxious to obtain an entry-level management position to help launch career while achieving company goals.
Overview
11
11
years of professional experience
Work History
Customer Service Retention Specialist
AT&T
Chicago, IL
09.2021 - Current
- Re-established customer's faith in company by providing best retention offers available.
- Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Delivered exceptional customer service by patiently listening to customer concerns or complaints.
- Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns.
- Persuaded customers to retain services by offering discounts and special promotions on products and services.
Accounting Assistant
Kelly Services
Chicago, IL
07.2018 - 09.2021
- Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
- Sorted documents, matching supporting invoices to procurement documents and verifying invoices for payment.
- Received payments from customers via cash, check and credit cards to pay company invoices.
- Communicated with vendors and clients to facilitate timely payments and reduce outstanding accounts receivable.
- Assisted internal accounting team in checking financial statements for accuracy to produce reliable reports.
Customer Relations Coordinator
Avlon
Melrose Park, IL
11.2015 - 07.2018
- Addressed and resolved all escalated issues and maintained service loyalty.
- Consulted with customers to resolve service and billing issues.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Call Center Team Lead
Myfootpath
Chicago, IL
01.2013 - 07.2018
- Directed team of 7 associates handling 150 calls each..
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Education
Bachelor of Science - Business Management
DeVry University
Downers Grove, IL12.2024
Skills
- Customer Service Background
- Proficiency in CRM
- Business Development
- Data Management
- Sales Closing
- Senior Leadership Support
- Product Knowledge
- Medical Terminology Knowledge
- Understanding Customer Needs
- Cross-Functional Collaboration
- Customer Retention Strategies
- Remote Office Availability
- Excellent Communication Skills
- Knowledge of Sales Retention
Timeline
Customer Service Retention Specialist
AT&T
09.2021 - Current
Accounting Assistant
Kelly Services
07.2018 - 09.2021
Customer Relations Coordinator
Avlon
11.2015 - 07.2018
Call Center Team Lead
Myfootpath
01.2013 - 07.2018
Bachelor of Science - Business Management
DeVry University