Candy Casanova
Eagle Lake,FLORIDA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
INKTEL CONTACT CENTEER SOLUTION
01.2024 - Current
- Work Remote inbound customer service calls for Dallas College help desk
- Handle calls for admissions, financial aid, and assist with student information
Notary Public
SELF EMPLOYED
01.2023 - Current
- Checked customer ID documents for completeness and accuracy prior to notarizing them.
- Provided a secure environment for document signings.
Licensed Health Insurance
RESULTS-CX
01.2022 - Current
- Do Plan Presentation and Sell Health Insurance to Medicare Recipients who are 65 and older and disabled who have Medicare Part A and Part B
Licensed Health Insurance Supervisor
RESULTS-CX
01.2017 - 01.2022
- Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
- Identify, Prioritize and Coach agent development areas
- Assist agents with functionality and basic troubleshooting of product or account issues for the customers
- Maintain target levels of performance required by the client
- Help maintain a good team and working environment
- Multitask, listen, input data, probes, and proves solutions to the agents
- Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required
Customer Service Supervisor
RESULTS-CX
01.2014 - 01.2017
- Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
- Identify, Prioritize and Coach agent development areas
- Agent reference materials are up to date
- Undertake duties of a general nature or additional tasks as business requires from time to time
- Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required
- Ensure that agents have working equipment and all items needed to do their job
Customer Service Representative/Account Supervisor
RESULTS-CX
01.2012 - 01.2014
- Providing clear, concise, and thoughtful instructions
- Answering customer questions and providing helpful solutions
- Promoting products and services for our clients
- Resolving and escalating customer complaints with fast, friendly, and courteous service
Education
LICENSED HEALTH INSURANCE AGENT -
FLORIDA SCHOOL OF INSURANCE
WINTER HAVENSome College (No Degree) - Education
HARCUM COLLEGE
BRYN MAWR, PASkills
- Empathy and patience
- Microsoft outlook
- Critical thinking
- Call center experience
- Sales closing
- Typing proficiency
- Customer education
- Data entry
- Call center procedures
- Strong teamwork
- Problem-solving
- Service upselling
References
Available upon request.
Timeline
Customer Service Representative
INKTEL CONTACT CENTEER SOLUTION
01.2024 - Current
Notary Public
SELF EMPLOYED
01.2023 - Current
Licensed Health Insurance
RESULTS-CX
01.2022 - Current
Licensed Health Insurance Supervisor
RESULTS-CX
01.2017 - 01.2022
Customer Service Supervisor
RESULTS-CX
01.2014 - 01.2017
Customer Service Representative/Account Supervisor
RESULTS-CX
01.2012 - 01.2014
LICENSED HEALTH INSURANCE AGENT -
FLORIDA SCHOOL OF INSURANCE
Some College (No Degree) - Education
HARCUM COLLEGE
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