Summary
Overview
Work History
Education
Skills
Awards And Acknowledgements
Languages
Timeline
Work Preference
Generic

Candis Brown

Redford,MI

Summary

To obtain a position as to where my skills and experience can be utilized to provide exceptional service to guests and contribute to the success of the company. Focused Type professional with success and delivered unbiased perspective to solve disputes. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation and leading agreements to resolve complex problems. Driven to strictly follow applicable laws and ethical procedures for all cases.

Overview

25
25
years of professional experience

Work History

Resolution Coordinator lll

Walmart
07.2023 - Current
  • Requires knowledge of day-to-day activities performed in CONTACT CENTER service operations
  • Ticketing systems and other tools used to handle customer requests
  • Escalation matrices
  • Customer request process life cycles
  • To be able to provide customer service by sharing accurate and timely information with customers, utilizing quality guidelines and resources, and partnering with stakeholders as needed
  • Supports customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support and performs research as needed
  • Documents routine workflows, resource requirements, dependencies, and criticalities
  • Responds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests
  • Escalates systemic issues using available tools (for example, Gemba, Leadership, JIRA).

ABA therapist

Centria Healthcare
12.2021 - 11.2022
  • Prepare and maintain records of clients progress and services performed
  • Reporting changes in clients condition to manager or supervisor
  • Participate in case reviews, consulting with the team caring for the client, to evaluate the client’s needs and plan for continuing services
  • Assess client’s needs and make appropriate referrals to other services available
  • Input data collection into computer system to support the assessments of goal progress
  • Implement academic, behavioral, and life skills goals
  • Schedule parent meetings to touch bases on clients progress.

Online Bank Teller Trainer

Wells Fargo
07.2017 - 08.2020
  • Served as knowledgeable bank teller to clients, managing daily cash loads of over $40,000 in transactions
  • Utilized HRIS software such as Kenexa and Tesseract to manage various employment onboardings
  • Learned and executed fraud training and compliance training to ensure highest quality of integrity across daily interactions with customers
  • Collaborated with cross-functional teams in regions to improve the customer experience and reputation of the company
  • Served as primary point of contact for customers inquiring about new accounts and business products
  • Attended advanced certification courses to stay knowledgeable of cyber threats and phishing attempts.

Adult Caregiver

Ann's Adult Assistant Living
02.2017 - 09.2018
  • Enhanced patient well-being by providing compassionate and attentive care.
  • Assisted patients with daily living activities for improved quality of life.
  • Collaborated with healthcare professionals to develop personalized care plans, leading to better patient outcomes.
  • Monitored vital signs and reported changes to medical team, allowing for timely interventions.
  • Managed medication schedules for multiple patients, ensuring proper dosages and adherence to prescribed regimens.
  • Provided emotional support to patients and families during difficult times, fostering a sense of comfort and trust.
  • Implemented strategies for managing challenging behaviors, resulting in a safer environment for all involved.
  • Facilitated social interactions between patients by organizing group activities and outings, promoting mental stimulation and engagement.
  • Maintained detailed records of patient progress, enabling accurate evaluation of care plan effectiveness.
  • Conducted regular safety checks on patient environments, reducing the risk of accidents or injuries.
  • Promoted independence among patients by teaching self-care skills tailored to individual needs and abilities.
  • Coordinated communication between patients, families, and staff members to ensure consistent understanding of care expectations and goals.
  • Developed strong rapport with patients through active listening and empathetic communication techniques, enhancing overall trust in caregiver services provided.
  • Maintained patient confidentiality while sharing relevant information with authorized parties as needed.
  • Contributed towards creating a clean and hygienic environment by performing light housekeeping duties like laundry, dishwashing, etc.
  • Ensured a safe and comfortable setting by promptly addressing any concerns or hazards within the care environment.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
  • Assisted patients with self-administered medications.

Customer Service Lead

DirecTV
02.2017 - 03.2018
  • Supervise a team of 25 agents responsible for resolving account issues (account access, troubleshooting, transaction refunds) via chat support, phone support and email support
  • Audit and monitor performance of a minimum of 20 agents, and their customer interactions on phone calls, chat interactions and email chains to ensure customer is being treated with empathy and timely resolution
  • Resolved issues escalated to management to achieve quickest resolution and minimize wait times for issues related to software bugs and account management
  • Achieved an average of 99% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating
  • Provide performance feedback to agents regarding call time, escalation rates, hold times, customer rapport and phone behavior
  • Analyze data reports using Google Sheets, Excel, and internal database storage systems
  • Trained new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets
  • Acted as a liaison for cross-functional business units during team trainings, calibration sessions, and leadership meetings, with members from QA, Sales, Product Owners, and Service teams.

Customer Service Agent

Spectrum
03.2016 - 07.2017
  • Assisted an average of 45 customers each day with account issues (account access, troubleshooting, transaction refunds) via chat support, phone support and email support
  • Provided weekly reports via Excel spreadsheets and PowerPoints to team lead for customer CSAT results to bring team awareness of collective performance
  • Evaluated merchant and partner products to ensure quality assurance metrics were being met on daily basis
  • Escalated issues to Tier 2 support to achieve quickest resolution and minimize wait times for issues related to software bugs and licensing
  • Performed upselling techniques to increase average order values across physical and online-ordered products purchased in store
  • Achieved an average of 110% sales goal each quarter for the department and maintained a 97% customer satisfaction survey rating.

Caregiver

Creek Side Manor
07.2013 - 06.2017
  • Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
  • Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
  • Monitored vital signs regularly, detecting any abnormalities or changes in condition to promptly inform medical professionals.
  • Collaborated with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.
  • Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
  • Facilitated smooth transitions between home care settings by coordinating services and communicating effectively with all parties involved.
  • Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
  • Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
  • Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
  • Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.
  • Implemented fall prevention strategies within the home environment by identifying hazards or obstacles that posed risk to patient safety.
  • Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
  • Efficiently organized schedules for multiple clients simultaneously while maintaining high-quality care standards.
  • Assisted in rehabilitation exercises as prescribed by medical professionals, guiding patients towards improved mobility and function.
  • Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
  • Assisted patients with self-administered medications.
  • Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Guided patients to restroom to support bladder and bowel relief requirements.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Recorded status and duties completed in logbooks for management.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Handled incoming mail, bills and invoices and completed appropriate actions.
  • Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.

Frontend Team Lead / Cashier

Home Depot
05.2010 - 06.2013
  • Fast Customer Service, Friendly and accurate, and safe environment
  • Process checkout and/or Return Transactions as well as monitor and maintain self-checkout area
  • Seek products and merchandise for customers
  • Position Cashiers and support them by expediting price checks, approving Point of Sale transactions, and markdowns for mainline registers.

Online Customer Service Representative / Cashier

JCPenney
06.2008 - 05.2010
  • Greets and assists customers in finding products and deliver outstanding customer service
  • Partner with other team members when additional support is needed
  • Actively listen to customer issues in a calm and agreeable manner to resolve problems
  • Promotes Find More with associates to drive sales and enhance customer service
  • Assist with credit, rewards, and gift card programs
  • Engage with customers to support the company’s Instant Credit Application Process (iCAP)
  • Place Online orders and process payments.

Housekeeper

Providence Hospital
12.2005 - 05.2006
  • Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
  • Maintained a spotless environment for guests through diligent daily housekeeping tasks.
  • Reduced the need for deep cleanings by consistently addressing minor maintenance issues.
  • Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
  • Streamlined laundry processes, resulting in faster turnaround times for guest linens and towels.
  • Prioritized guest comfort through attentive service, responding swiftly to special requests or concerns.
  • Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
  • Contributed to property upkeep by proactively identifying and reporting maintenance needs to management.
  • Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
  • Increased room availability by managing time wisely and completing tasks within designated deadlines.
  • Disinfected and mopped bathrooms to keep facilities sanitary and clean.
  • Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Changed bed linens and collected soiled linens for cleaning.
  • Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.
  • Handled requests for extra linens, toiletries and other supplies.

Server / Housekeeper

Ovation Dining/Cleaning Services
05.1999 - 02.2005
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maximized table turnover rate by efficiently managing reservations and seating arrangements.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Contributed to inventory management by monitoring stock levels and notifying management when supplies were low.
  • Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Utilized expert knowledge of dietary restrictions to assist patrons in making informed menu selections tailored to individual preferences or limitations.
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Cultivated warm relationships with regular customers.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Seated customers in timely manner by managing reservations and waitlists skillfully.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Inspected dishes and utensils for cleanliness.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Supervised set up of banquet food stations and coordinated service to multiple dining areas.
  • Reduced the need for deep cleanings by consistently addressing minor maintenance issues.
  • Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
  • Prioritized guest comfort through attentive service, responding swiftly to special requests or concerns.
  • Contributed to property upkeep by proactively identifying and reporting maintenance needs to management.
  • Disinfected and mopped bathrooms to keep facilities sanitary and clean.
  • Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
  • Engaged with guests on room requirements and amenities to promote overall satisfaction.
  • Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Adhered to professional house cleaning checklist.
  • Dusted picture frames and wall hangings with cloth.
  • Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
  • Restocked cleaning storage cabinets, carts and baskets for easy use.
  • Scrubbed floors with special cleaners and equipment to achieve deep clean.
  • Washed and put away kitchen dishes, utensils and glassware.
  • Resealed floors with wax and kitchen counters with correct applications to minimize staining and damage.

Education

Bachelor Of Science - Business Administration And Management

Penn Foster College
Scranton, PA

Certification - Pharmacy

Penn Foster Career School
Scranton, PA
03.2007

High school diploma - General Studies

Penn Foster High school
Scranton, PA
03.2007

Skills

  • Proven ability to provide exceptional customer service in fast-paced environments
  • Strong organizational and problem-solving skills
  • Experience in Customer Service, Transactions, and Scheduling / Planning
  • Strong communication and interpersonal skills
  • Able to work well in a team-oriented setting
  • Assertiveness
  • De-Escalation Techniques
  • Teamwork and Collaboration
  • Deductive Reasoning
  • Attention to Detail
  • Self Motivation
  • Time management abilities
  • Negotiation Management
  • Written Communication
  • Professional ethics understanding
  • Problem-solving aptitude
  • Team Collaboration
  • Adaptability and Flexibility
  • Multitasking Abilities
  • Medication techniques
  • Problem-Solving
  • Interpersonal Skills
  • Professionalism
  • Legal knowledge
  • Decision-Making
  • Analytical Thinking
  • Information Collection
  • Relationship Building
  • Reliability
  • Organizational Skills
  • Active Listening
  • Task Prioritization
  • Goal Setting
  • Interviewing abilities
  • Continuous Improvement
  • Document Preparation

Awards And Acknowledgements

  • Head Cashier
  • Employee of the month
  • Top Performer Award
  • Team lead Support

Languages

English
Full Professional
Spanish
Limited Working

Timeline

Resolution Coordinator lll

Walmart
07.2023 - Current

ABA therapist

Centria Healthcare
12.2021 - 11.2022

Online Bank Teller Trainer

Wells Fargo
07.2017 - 08.2020

Adult Caregiver

Ann's Adult Assistant Living
02.2017 - 09.2018

Customer Service Lead

DirecTV
02.2017 - 03.2018

Customer Service Agent

Spectrum
03.2016 - 07.2017

Caregiver

Creek Side Manor
07.2013 - 06.2017

Frontend Team Lead / Cashier

Home Depot
05.2010 - 06.2013

Online Customer Service Representative / Cashier

JCPenney
06.2008 - 05.2010

Housekeeper

Providence Hospital
12.2005 - 05.2006

Server / Housekeeper

Ovation Dining/Cleaning Services
05.1999 - 02.2005

Bachelor Of Science - Business Administration And Management

Penn Foster College

Certification - Pharmacy

Penn Foster Career School

High school diploma - General Studies

Penn Foster High school

Work Preference

Work Type

Full TimePart Time

Location Preference

Remote

Important To Me

Work-life balancePaid sick leavePaid time offCareer advancementHealthcare benefitsFlexible work hoursWork from home optionStock Options / Equity / Profit SharingPersonal development programs401k match

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Candis Brown