Kandace Charles
Houston,TX
Summary
Customer service professional with proven expertise in client relations, problem-solving, and technical support. Recognized for delivering high-quality service, resolving escalated issues, and maintaining strong client satisfaction across diverse industries. Adept at building long-term relationships and providing clear, empathetic communication to drive positive outcomes.
Overview
15
15
years of professional experience
Work History
Client Services Project Coordinator
Epiq Global
Houston, TX
02.2024 - Current
- Delivered high-quality client support by researching case data, identifying issues, and recommending effective solutions to improve client outcomes.
- Responded to complex client inquiries professionally, ensuring timely and accurate communication across phone, email, and written correspondence to enhance client understanding.
- Built strong working relationships with clients and internal partners to achieve project goals, resulting in increased client satisfaction.
- Collaborated with supervisors and project managers to resolve escalated client concerns and improve service delivery.
Customer Care Agent
Above Lending
Houston, TX
10.2022 - 01.2024
- Handled high-volume inbound and outbound calls, addressing customer inquiries on loan products and payment options to enhance customer satisfaction.
- Delivered empathetic support to clients, consistently achieving service-level expectations and contributing to overall team productivity.
- Resolved account discrepancies to uphold client trust and ensure financial accuracy, reinforcing customer relationships.
Customer Service Specialist
Covid Clinic
Huntington Beach, CA
07.2021 - 06.2022
- Professionally handled high-volume calls and emails regarding telehealth services, test results, and scheduling.
- Resolved client complaints by adhering to HIPAA regulations and internal policies, ensuring client trust and satisfaction.
- Processed payments, refunds, and disputes with accuracy, contributing to seamless financial operations.
Field Representative
Linebarger Goggan Blair & Sampson
Houston, TX
12.2017 - 03.2020
- Investigated delinquent accounts through skip tracing and research, achieving accurate resolutions for outstanding debts.
- Provided professional customer service while collecting overdue taxes and negotiating repayment terms, improving compliance and payment rates for business owners.
- Supported county tax office compliance by serving notices and assisting with enforcement activities to ensure adherence to tax regulations.
Collection Specialist
Parallon / HCA Healthcare
Houston, TX
06.2014 - 11.2017
- Delivered financial counseling to patients with overdue accounts, ensuring adherence to HIPAA guidelines.
- Coordinated payment arrangements and addressed billing concerns to enhance client satisfaction and maintain compliance.
Research Associate
Rausch Sturm Israel Enerson & Hornick
Houston, TX
01.2011 - 01.2014
- Supported attorneys with client intake, conducted case research, and prepared documents, ensuring client confidentiality was upheld.
Education
Associate of Arts -
Lone Star College
Houston, TXSkills
- Customer Relations & Client Retention
- Problem-Solving & Conflict Resolution
- Technical & System Support
- High-Volume Call & Email Handling
- Cross-Functional Collaboration
- Payment Processing & Dispute Resolution
- Microsoft Office Suite (Excel, Word, Outlook)
- CRM Tools (Zendesk, Five9, Kustomer, Salesforce)
Timeline
Client Services Project Coordinator
Epiq Global
02.2024 - Current
Customer Care Agent
Above Lending
10.2022 - 01.2024
Customer Service Specialist
Covid Clinic
07.2021 - 06.2022
Field Representative
Linebarger Goggan Blair & Sampson
12.2017 - 03.2020
Collection Specialist
Parallon / HCA Healthcare
06.2014 - 11.2017
Research Associate
Rausch Sturm Israel Enerson & Hornick
01.2011 - 01.2014
Associate of Arts -
Lone Star College