Candra May
Summary
Goal-driven professional with extensive expertise in de-escalation and conflict resolution. Skilled in diffusing complex scenarios by collaborating across departments, working collectively to mediate disputes. Proven ability to work effectively with diverse personalities in a tactful, decisive, and resourceful manner.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Salt River Project
05.2025 - Current
- Reviewed customer account history, billing details, and service records to provide effective resolutions.
- Interpreted and explained SRP rules and procedures in a clear, customer‑focused manner.
- Documented case details thoroughly to ensure transparency and continuity.
- Reported recurring customer issues to leadership, contributing to process improvement initiatives.
Hospitality & Training
Rustler's Rooste
05.2022 - Current
- Trained and coached employees to effectively handle difficult customer interactions and implement service recovery techniques
- Provided real-time guidance to staff, enabling resolution of service issues before escalation
- Led teams during high-pressure situations, ensuring effective coordination and problem resolution
- Developed structured materials that enhanced consistency in communication and service delivery
- Mediated employee and customer concerns to maintain positive working and service environments
Education
Mechanical Engineering
Devry University
01-2029
Some College (No Degree) - Secondary Education
Arizona State University
Tempe, AZSkills
Mediate conflict using policy interpretation, customer advocacy, investigative analysis, and de-escalation
Effectively use problem solving and decision making to address high-tension customer interactions
Currently working on Alternate Dispute Resolution (ADR) training courses online
Multiple certifications involving critical thinking involving drawing sound conclusions and challenging assumptions
Consistently using independent analysis, decision- making, and research on individual case basis
Develop positive rapport with customers using active listening, empathy, and coaching skills
Timeline
Customer Service Representative
Salt River Project
05.2025 - Current
Hospitality & Training
Rustler's Rooste
05.2022 - Current
Mechanical Engineering
Devry University
Some College (No Degree) - Secondary Education
Arizona State University