KANDICE SEARCY
Minneapolis,MN
Summary
Experienced customer service professional with over 8 years in supervisory and direct care roles, complemented by call center, banking, and cable service experience. Demonstrates effective crisis management, empathetic communication, and precise documentation. Committed to enhancing team performance through problem-solving and active listening skills.
Overview
1
1
Certification
25
25
years of professional experience
Work History
House Supervisor Group Home
Maryt.inc
Coon Rapids, Minnesota
08.2022 - Current
- Facilitated patient care coordination with multidisciplinary teams to enhance service delivery.
- Ensured adherence to safety protocols and compliance with healthcare regulations to protect patient welfare.
- Coordinated daily healthcare operations while monitoring staff performance to ensure quality care.
- Created staff schedules to maintain coverage across all shifts.
House Supervisor
Genesis Group Homes
Brooklyn Park, MN
05.2018 - Current
- Supervise daily operations and staff to ensure quality care and well-being for developmentally disabled clients
- Direct emergency response and crisis interventions with calm, professional communication to resolve issues quickly
- Trained, scheduled, and mentored team members; developed employee retention strategies that enhanced team engagement
- Manage accurate documentation including medication administration, vital signs, care plans, and facility records
- Coordinated transportation and scheduling for medical, dental, and personal appointments to ensure timely access to care
- Served as primary point of contact for families and healthcare providers, offering emotional support and clear instructions
- Plan nutritious meals meeting diabetic, low-sodium, and high-protein dietary requirements
Direct Care Staff
Volunteers of America (V.O.A.)
Minneapolis, MN
01.2015 - 01.2018
- Assisted clients with activities of daily living, fostering independence, dignity, and compassion
- Facilitated communication among clients, families, and supervisors to maintain continuity of care
- Ensured hygienic, safe, compliant environments through regular sanitation and safety checks
Customer Service /Inbound Call Center Representative
TCF National Bank
Minneapolis, Minnesota
01.2014 - 05.2016
- Delivered accurate, confidential customer service for account inquiries, transactions, and financial services, enhancing customer satisfaction
- Cultivated trusting client relationships through clear communication and meticulous attention to detail, fostering loyalty
- Ensured compliance with privacy and security procedures when handling sensitive information, safeguarding client trust
- [Add Dates]
Customer Service Representative
Time Warner Cable
Minneapolis, Minnesota
11.2009 - 01.2013
- Managed high volume of inbound customer calls for billing, service interruptions, and technical troubleshooting, ensuring prompt resolution and customer satisfaction
- Resolved complaints and retained customers through empathetic listening and effective problem-solving
- Documented call details and conducted follow-ups to confirm resolution, enhancing customer experience and retention
- [Add Dates]
Call Center Representative
Aerotek
Minneapolis, Minnesota
02.2002 - 01.2003
- Employed de-escalation and active listening techniques to resolve customer issues on first call
- Handled inbound and outbound calls while consistently meeting quality assurance and average handle time standards
- [Add Dates]
Education
High School Diploma -
Osseo Sr
Osseo, MN06-1986
Skills
- Client relations
- Active listening
- Healthcare Documentation
- Crisis intervention
- Schedule management
- Staff Development
- Problem solving
Personal Information
Driving License: Valid Driver's License with reliable transportation
Certification
Medication Administration, CPR/First Aid [Add/Remove as needed] | Valid Driver's License with reliable transportation
Timeline
House Supervisor Group Home
Maryt.inc
08.2022 - Current
House Supervisor
Genesis Group Homes
05.2018 - Current
Direct Care Staff
Volunteers of America (V.O.A.)
01.2015 - 01.2018
Customer Service /Inbound Call Center Representative
TCF National Bank
01.2014 - 05.2016
Customer Service Representative
Time Warner Cable
11.2009 - 01.2013
Call Center Representative
Aerotek
02.2002 - 01.2003
High School Diploma -
Osseo Sr