Kandice Murphy
Silvis,IL
Summary
Detail-oriented customer support and administrative professional with extensive experience in high-volume phone, email, and online environments. Skilled in dispute resolution, case documentation, CRM and ticketing systems, and data review tasks requiring accuracy, consistency, and confidentiality. Experienced working independently, following detailed guidelines, and maintaining quality standards in fast-paced, compliance-driven settings.
Overview
15
15
years of professional experience
Work History
Household Operations Manager
Independent
Silvis, IL, USA
11.2021 - Current
- Managed scheduling, correspondence, budgeting, and vendor coordination, demonstrating advanced organization and multitasking.
- Maintained detailed financial and operational records with 100% accuracy.
- Implemented process improvements to streamline routines and tracking systems.
- Applied conflict resolution and communication skills to resolve daily issues efficiently.
Household Operations Manager
Independent
Silvis, IL, USA
11.2021 - Current
- Managed scheduling, correspondence, budgeting, and vendor coordination, demonstrating advanced organization and multitasking.
- Maintained detailed financial and operational records with 100% accuracy.
- Implemented process improvements to streamline routines and tracking systems.
- Applied conflict resolution and communication skills to resolve daily issues efficiently.
E-Commerce Specialist
Goodwill of the Heartland
Geneseo, IL, USA
09.2018 - 11.2021
- Handled a high volume of online customer inquiries and disputes related to payments, refunds, and product descriptions.
- Investigated claims thoroughly, documented findings, and communicated resolutions clearly.
- Processed refunds and financial adjustments while meeting strict accuracy and timeline standards.
- Collaborated with operations and shipping teams to resolve complex cases and improve workflows.
- Maintained comprehensive case records to support audits and reporting.
E-Commerce Specialist
Goodwill of the Heartland
Geneseo, IL, USA
09.2018 - 11.2021
- Handled a high volume of online customer inquiries and disputes related to payments, refunds, and product descriptions.
- Investigated claims thoroughly, documented findings, and communicated resolutions clearly.
- Processed refunds and financial adjustments while meeting strict accuracy and timeline standards.
- Collaborated with operations and shipping teams to resolve complex cases and improve workflows.
- Maintained comprehensive case records to support audits and reporting.
Branch Secretary
Royal Publishing
Moline, IL, USA
11.2015 - 07.2018
- Served as primary point of contact for internal and external inquiries.
- Managed contracts, vendor communications, and confidential documentation in compliance with company policies.
- Assisted management with vendor dispute resolution and negotiations.
- Streamlined recordkeeping processes to improve efficiency and reduce errors.
Branch Secretary
Royal Publishing
Moline, IL, USA
11.2015 - 07.2018
- Served as primary point of contact for internal and external inquiries.
- Managed contracts, vendor communications, and confidential documentation in compliance with company policies.
- Assisted management with vendor dispute resolution and negotiations.
- Streamlined recordkeeping processes to improve efficiency and reduce errors.
Customer Service Representative
Fanfare Sports Marketing
Moline, IL, USA
04.2011 - 10.2015
- Handled 70+ inbound calls daily, resolving billing inquiries, disputes, and service concerns.
- Documented detailed case notes for compliance and reporting.
- Educated customers on policies and services to reduce repeat issues.
- Partnered with sales and operations teams to de-escalate challenging situations.
- Consistently met performance metrics for call handling and customer satisfaction.
Customer Service Representative
Fanfare Sports Marketing
Moline, IL, USA
04.2011 - 10.2015
- Handled 70+ inbound calls daily, resolving billing inquiries, disputes, and service concerns.
- Documented detailed case notes for compliance and reporting.
- Educated customers on policies and services to reduce repeat issues.
- Partnered with sales and operations teams to de-escalate challenging situations.
- Consistently met performance metrics for call handling and customer satisfaction.
Education
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Black Hawk College
01.2027
Skills
High-Volume Call Handling
Dispute Resolution
Case Documentation
Customer Escalations
Multitasking Under Pressure
Policies & Compliance
Clear Written & Verbal Communication
Problem-Solving
CRM Platforms & Ticketing Systems
Email & Chat Support Tools
Case Management Systems
Microsoft Office & Google Workspace
Data Entry Systems
Internal Knowledge Bases
Data Labeling & Accuracy Checks
Quality Assurance Review
Technical And Systems Skills
- CRM Platforms & Ticketing Systems
- Email & Chat Support Tools
- Case Management Systems
- Microsoft Office & Google Workspace
- Data Entry Systems
- Internal Knowledge Bases
- Data Labeling & Accuracy Checks
- Quality Assurance Review
Timeline
Household Operations Manager
Independent
11.2021 - Current
Household Operations Manager
Independent
11.2021 - Current
E-Commerce Specialist
Goodwill of the Heartland
09.2018 - 11.2021
E-Commerce Specialist
Goodwill of the Heartland
09.2018 - 11.2021
Branch Secretary
Royal Publishing
11.2015 - 07.2018
Branch Secretary
Royal Publishing
11.2015 - 07.2018
Customer Service Representative
Fanfare Sports Marketing
04.2011 - 10.2015
Customer Service Representative
Fanfare Sports Marketing
04.2011 - 10.2015
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Black Hawk College