Candy Butler
Caro,MI
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
20
20
years of professional experience
Work History
Debit Card Fraud Specialist
FIS Global/Genpact LLC
06.2023 - 01.2024
- Enhanced customer satisfaction through prompt resolution of reported fraudulent transactions and clear communication with clients.
- Reviewed transactions and receipts to identify any suspicious activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Worked between 50 to 80 claims per day.
Dispatcher
Modivcare
01.2023 - 04.2023
- Streamlined dispatch operations by implementing efficient scheduling and route planning strategies.
- Worked closely with customers to effectively resolve issues and complaints.
- Delivered exceptional customer service to individuals contacting company's call center for support and assistance.
- Monitored vehicle locations to coordinate timely arrivals.
- Managed over 50 customer calls per day.
Customer Service Representative
Goodyear Fleet HQ - Fort Smith, AR
02.2022 - 12.2022
- Streamlined dispatch operations by implementing efficient scheduling and route planning strategies.
- Managed daily trucking operations, ensuring safety compliance and adherence to regulations.
- Collaborated with drivers to address any issues or concerns, fostering positive working relationships.
- Maintained accurate records of dispatch activities, contributing to data-driven decision-making processes.
- Developed strong relationships with clients through proactive communication and problem-solving support.
- Monitored vehicle locations to coordinate timely arrivals.
- Managed over 25 customer calls per day.
Customer Service Representative
Blue Cross Blue Shield of Michigan Medicare Advantage/Morley Companies - Saginaw, MI
07.2021 - 02.2022
- Assisted members and providers with claims and benefits.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Processed debit and credit card and electronic check payments.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed over 50 customer calls per day.
Shift Leader, Management
Forward Corporation - Caro, MI
10.2020 - 06.2021
- Oversaw cash handling procedures, reducing discrepancies and increasing overall accuracy in financial transactions.
- Resolved customer complaints promptly and professionally, fostering positive relationships and maintaining brand loyalty.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Exercised composure under pressure and in escalated customer service scenarios.
Fresh Produce Associate
Wal-Mart - Caro, MI
08.2020 - 10.2020
- Increased customer satisfaction by providing prompt and knowledgeable assistance with fresh produce selection.
- Maintained visually appealing and well-stocked fresh produce department for enhanced customer experience.
- Collaborated with team members to ensure efficient inventory management and restocking of fresh produce items.
- Assisted customers with special requests, locating desired items, and sharing information on product quality, storage, and preparation techniques.
Internal Auditor and Production
Huron Castings, Inc. - Pigeon, MI
05.2017 - 07.2020
- Evaluated compliance with regulatory requirements, mitigating potential risks and protecting organizational reputation.
- Identified and reported audit issues.
- Recommended new methods to improve internal controls and operating efficiency.
- Produced audit reports.
- Trained newly hired employees on company processes, procedures and deadlines.
- Produced over 200 cores per day.
Shift Leader, Management
Forward Corporation - Caro, MI
01.2016 - 05.2017
- Performed duties of management, including taking care of deposits, entering waste, taking inventory, overseeing duties of others, cleaning, prepping food, making sandwiches, and running cash register.
Customer Service Representative
Excell Group - Cass City, MI
08.2011 - 12.2012
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
Clerk and Subway and Shell
Forward Corporation - Cass City, MI
09.2010 - 08.2011
- Made bread, prepared food prep, stocked, and covered registers at Shell when needed.
Direct Caregiver (Healthcare)
Timberline Lodge, Inc. - Caro, MI
02.2004 - 09.2010
- Enhanced client well-being by providing personalized care and assistance with daily living activities.
- Improved clients'' emotional health through compassionate conversation and active listening.
- Supported clients'' physical health by assisting with exercises, mobility, and medication management.
- Promoted safe and comfortable living environment for clients by maintaining clean and organized spaces.
- Monitored clients'' vital signs, reporting any changes or concerns to medical personnel promptly.
- Ensured timely administration of medications as prescribed by physicians, reducing potential complications.
- Provided transportation services for clients to attend appointments, run errands, or engage in social activities.
- Documented client progress regularly, sharing updates with healthcare teams and family members as appropriate.
- Maintained confidentiality of client information in accordance with HIPAA guidelines, ensuring privacy rights were respected at all times.
- Coordinated meal planning for specialized diets while adhering to nutritional guidelines set forth by healthcare providers.
- Performed light housekeeping duties on routine basis to maintain sanitary living space for residents.
Education
High School Diploma -
Cass City High School
Cass City, MI05.1991
Skills
- Adaptive Learning
- Dispute Resolution
- Fraud Prevention
- Investigation Techniques
- Conflict Resolution
- Problem Solving
- Time Management
- Critical Thinking
- Data Analysis
- Multitasking Abilities
- Customer Service
- Fraud Claims Handling
- Verbal and Written Communication
- Telephone and Email Etiquette
Timeline
Debit Card Fraud Specialist
FIS Global/Genpact LLC
06.2023 - 01.2024
Dispatcher
Modivcare
01.2023 - 04.2023
Customer Service Representative
Goodyear Fleet HQ - Fort Smith, AR
02.2022 - 12.2022
Customer Service Representative
Blue Cross Blue Shield of Michigan Medicare Advantage/Morley Companies - Saginaw, MI
07.2021 - 02.2022
Shift Leader, Management
Forward Corporation - Caro, MI
10.2020 - 06.2021
Fresh Produce Associate
Wal-Mart - Caro, MI
08.2020 - 10.2020
Internal Auditor and Production
Huron Castings, Inc. - Pigeon, MI
05.2017 - 07.2020
Shift Leader, Management
Forward Corporation - Caro, MI
01.2016 - 05.2017
Customer Service Representative
Excell Group - Cass City, MI
08.2011 - 12.2012
Clerk and Subway and Shell
Forward Corporation - Cass City, MI
09.2010 - 08.2011
Direct Caregiver (Healthcare)
Timberline Lodge, Inc. - Caro, MI
02.2004 - 09.2010
High School Diploma -
Cass City High School
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