Kandice Richards
Summary
Customer service representative with over 16 years of expertise in sales, inventory control, and customer support. Demonstrates exceptional skills in active listening, critical analysis, and practical problem-solving to enhance client satisfaction and retention. Known for innovative approaches in streamlining processes and optimizing operational efficiency. Foster strong relationships with cross-functional teams to enhance sales strategies. Contribute to a positive work environment, supporting team goals. Analyze market trends and customer data to identify new sales opportunities. Utilize insights to refine sales approaches and maximize conversions. Achieve significant revenue growth through effective upselling and cross-selling techniques. Consistently rank among top performers in sales metrics. Provide exceptional customer support, addressing inquiries and resolving issues promptly. Maintain high customer satisfaction scores and retention rates.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Rui
07.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Inbound Sales Representative
Spectrum
06.2023 - 05.2024
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
- Increased product knowledge through continuous training, resulting in improved sales performance.
- Responded to customers within required turnaround times.
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Assisted customers with troubleshooting issues related to their purchases, demonstrating exceptional problem-solving skills and empathy towards their concerns.
- Participated in cross-functional teams to share best practices and enhance overall company performance in the market.
- Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
Warehouse Worker
Wolberg Electrical Supply
12.2022 - 06.2023
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
- Managed incoming shipments effectively by inspecting goods for quality control purposes before storing them appropriately.
- Ensured accurate order fulfillment by diligently cross-checking pick lists against packed items for consistency.
Warehouse Worker (Temp)
American Christmas
06.2019 - 11.2019
- Assisted in the training and onboarding of new employees, contributing to a cohesive and efficient workforce.
- Created Christmas decorations for various places.
- Regularly exceeded expectations and goals set
Cashier
Wine and Spirits
11.2018 - 03.2019
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
RGIS (Specialist)
RGIS
01.2018 - 03.2019
- Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
- Educated staff on organizational mission and goals to help employees achieve success.
- Counted inventory effectively at various locations
Assistant Manager
Right Spot Grocery
09.2008 - 08.2016
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Education
Bachelor of Psychology - Psychology
Methodist University
Fayetteville, NCMedical assisting -
Sanford Brown Institute
01.2013
REGENTS DIPLOMA -
MOUNT VERNON HS
Mount Vernon, NY06.2008
Skills
- Warehouse Associate
- Picker
- Packer
- Shipping
- Receiving
- Order Puller
- Shipping Inventory Control
- Load & Unload
- RF Scanner
- Pallet Jack
- Logistics
- Materials Handling
- Order Picker
- Machining
- Pricing
- Microsoft Word
- Sales
- Warehouse Distribution Experience
- Retail Sales
- Inside sales
- Customer service
- Cash handling
- Typing
- Windows
- Cash register
- Accounts receivable
- Problem-solving
- Communication
- Team collaboration
- Customer relationship management
- Data entry
- Problem resolution
- Relationship building
- Critical thinking
- Active listening
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Staff training
- De-escalation techniques
- Building rapport
- Live chat support
- Order fulfillment
- Store maintenance
- Brand representation
Timeline
Customer Service Representative
Rui
07.2024 - Current
Inbound Sales Representative
Spectrum
06.2023 - 05.2024
Warehouse Worker
Wolberg Electrical Supply
12.2022 - 06.2023
Warehouse Worker (Temp)
American Christmas
06.2019 - 11.2019
Cashier
Wine and Spirits
11.2018 - 03.2019
RGIS (Specialist)
RGIS
01.2018 - 03.2019
Assistant Manager
Right Spot Grocery
09.2008 - 08.2016
Bachelor of Psychology - Psychology
Methodist University
Medical assisting -
Sanford Brown Institute
REGENTS DIPLOMA -
MOUNT VERNON HS
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