Candace Walden
Augusta
Summary
Results-driven Customer Service Account Expert with 5+ years of experience resolving complex account and service concerns, strengthening customer loyalty, and exceeding performance goals. Skilled in troubleshooting, account management, revenue growth opportunities, and compliance. Adept at using multiple systems to deliver efficient resolutions and enhance customer satisfaction.
Overview
5
5
years of professional experience
Work History
Account Expert
T-Mobile
Augusta
2023.06 - Current
- Resolve product and service concerns by identifying root causes, selecting appropriate solutions, and ensuring complete resolution through follow-up.
- Troubleshoot billing, technical, and account issues using multiple internal systems while preventing escalations.
- Educate customers on products, features, and service options to increase retention and overall satisfaction.
- Manage a diverse portfolio of accounts, identifying revenue opportunities, assisting with activations, payment arrangements, and collections activities.
- Maintain compliance with company policies while handling sensitive customer information.
Account Manager
ADP
2020.09 - 2022.05
- Managed a portfolio of client accounts, ensuring timely communication and effective issue resolution.
- Supported payroll and wage garnishment processes while maintaining regulatory compliance.
- Strengthened client relationships through proactive account reviews and problem prevention.
- Utilized Zendesk to manage and triage support tickets, ensuring accurate documentation and resolution.
Education
High School Diploma -
T.W. Josey High School
Augusta, GASkills
- Customer Service
- Account Management
- Problem Resolution
- Technical Troubleshooting
- Billing Support
- Retention & Loyalty
- Revenue Growth
- Collections Support
- Compliance
- CRM & Multi-System Navigation
- Communication
- Zendesk
Timeline
Account Expert
T-Mobile
2023.06 - Current
Account Manager
ADP
2020.09 - 2022.05
High School Diploma -
T.W. Josey High School