Customer Service Quality Assurance
Resume:
Candace Virginia Simmons
Duluth, Georgia 30097
email: ***************@*****.***
CAREER OBJECTIVE
To obtain a position that will utilize my administrative and supervisory experience and further develop my managerial skills in a
customer service environment.
SUMMARY OF QUALIFICATIONS
Motivated professional with proven expertise in call center supervision, sales, telemarketing campaigns,
executive support, information management, meeting management and coordination, database maintenance
PROFESSIONAL EXPERIENCE
HB Sheppard Cen-Tex Properties 10/06 – Present
Realtor, Killeen, TX
• Assist clients in determining the value of property they want to sell or purchase. Prepare market analysis statistics to assist
client in making a decision of value.
• Advertise listed property, host caravans and open houses for other Realtors and potential buyers.
• Negotiate contracts with buyers and/or agents acting on their behalf.
• Educating sellers about disclosure requirements and facilitate the closing process on behalf of clients.
• Maintain model home, assign schedule, track progress, schedule walk-through and closings.
Nextel Communications 01/03 – 07/06
National Tier II Technical Support Representative, Temple, TX
• End user support and troubleshooting for all Nextel phone models and equipment supported by Nextel including wireless
modems, phone handsets, and Sprint.com website and user interface applications such as MyNextel.
• End user support and troubleshooting for Boost phone issues limited to text messaging and wireless internet.
• Utilized internal support applications such as NETi, Customer Service Toolkit, TUEE, LDAP and HPG.
Specialized Support Representative, Hampton, VA
• Systems and applications: Ensemble, FDT, ProTrack, Signal Website, iConnect.
• Answer inbound calls regarding Signal Insurance claims: activate replacement units for customers, perform swaps, dispute
charges, and verify coverage for Signal.
• Cross-trained in Denied Claims, In-house Claims and National Negative File.
• Processed follow-ups, apply service discounts per P/G List, discretionary credits, account modifications.
• Assisted in training new hires on everyday job functions.
• Focus on the customer and “One Call” resolution
• ACE Committee member.
Account Services Representative, Hampton, VA
• Responsible for saving customers by building rapport through probing, listening and offering the correct solution for their
concerns.
• Resell the benefits of Nextel products and services against other wireless competitive offerings, while facing ultimate sales
objections. Identifies and qualifies the specific reason(s) the customer is calling to terminate their service.
• Provide responsive customer service and interfaces with Nextel’s regional sales, network and customer operations
market/region contacts to resolve the customer’s account and product issues.
• Met or exceeded company goals every month since day of hire. Member of Hampton Inclusion Council and VP Forum.
Value City Furniture 2/02 – 6/03
Commissioned Sales Associate, Newport News, VA
• Responsible for showcasing furniture to achieve maximum appeal, providing product information, and offering applicable
protection plans.
• Respond to customer calls providing them with product information and/or current sale price.
• Check distribution center to confirm current inventory and estimated arrival date of next shipment.
• Schedule customer for delivery and provide driver with directions to their location.
Dendrite International 8/01 – 2/02
Customer Service Supervisor, Hampton, VA
• Supervise a customer service technical support team overseeing day-to-day operations while providing information on new
software troubleshooting techniques to the client.
• Verified that customer service representatives (CSR’s) phones are working properly and that service level agreements (SLA’s)
were exceeded or met. Utilizing Lucent Technologies CenterVu to monitor call volume, individual performance and retrieve
client on-demand reports as needed for client reviews for call center improvements.
• Implement new software on PDAs, laptops, pentabs, desktops and printers. Trained CSR’s and client field users on the usage of
the contracted hardware and software. Managed CSR’s and created training programs and coaching objectives.
• Created Crystal Reports on call center statistics for client review and discussion. Maintained close contact with internal and
external clients on a daily basis to establish operational procedures and achieve business objectives.
• Traveled regularly to meet with internal and external clients in order to prepare for a complete field force upgrade of over 1100
users. In order to complete this project, in a three-day time frame, a minimum of 16 hours a day was required to meet the SLA.
Spiegel Group Teleservices - SGTS 9/00 – 6/01
Customer Service Supervisor, Hampton, VA
• Supervise a customer service team consisting of 60+ associates for a call center that handles inbound calls for the Spiegel Group
which consist of NNI, Spiegel and Eddie Bauer. Monitors the call volume to ensure that we have an excellent service level.
• Responsible for ensuring excellent quality customer service is received through quality assurance monitorial program and error
tracking system.
• Review daily reports in order to monitor the team progress and create new ideas that will assist in their motivation and overall
team performance. Boosts morale and allows a team who has an unsatisfactory rating to become satisfactory in six weeks.
• Provides recommendations to management on how to welcome new hires to the sales floor. This allowed them the opportunity
to meet their new supervisors, coaches, and giving them the feeling of being a part of the team.
• Counsel associates on attendance, schedule adherence, call work time, average handle time and overall performance.
• Implement, create and coordinate with managers on how to reward associates that exceed company goals. Monitor each
employee to ensure that they are adhering to company guidelines and procedures.
Foodbank of the Virginia Peninsula 10/99 – 08/00
Administrative Assistant, Newport News, VA
• Responsible for all public reception activities, correspondence, monetary donor records, account receivables, bank account
deposits receipt management, and coordination of all mailing lists and organizational files.
• Supervised volunteers and staff performing administrative functions. Coordinated master calendar of meetings and events.
• Processed and distributed all incoming mail and bulk mailings. Designed and proofread all invitations, newsletters and flyers.
• Set-up all meetings for the Board of Director’s and Executive Committee which included catering, attending meetings,
transcribing minutes and compiling reports.
• Screen telephone calls, greet visitors, maintain supplies, and support the Executive Director, Associate Director and
Development Director. This included special events, invitations, personnel attendance, and donor deliveries.
Association of Trial Lawyers of America-NJ 2/99 – 5/99
Assistant Meeting Coordinator, Trenton, NJ
• Assisted the Meeting Coordinator with the Educational Foundation’s educational seminars and membership meetings for
attorneys, judges, paralegals and support staff. Assisted the Meeting Coordinator in the coordination of the annual state
convention, Boardwalk Seminar 1999, (budgeted at $330,000) which included 9 concurrent seminars, 85 exhibit booths and
drew over 850 attendees. Duties included corresponding with the program chairs, speakers and exhibitors, co-managing the
exhibitors booths and exhibit floor logistics. Handling exhibit contracts, give away incentives and payments.
• Backed up meeting planner in communicating all seminar logistics with the hotel to include: hotel rooms, AV requirements and
meeting attendance. Created name badges and dinner coupons. Managed information desk during the convention and acted as
on-site coordinator for program chairs and speakers. Supervised temporary office help prior to the state convention.
• Assisted in the coordination of the Three Concurrent Seminar series with exhibit hall, including 40 exhibit booths.
American Airlines 10/95 – 11/98
Agent, Norfolk International Airport, VA
• Managed ticket counter, ensuring gate procedure guidelines were followed, responsible for ticket payments and daily register
close out, filed international documentation paperwork and ensured baggage checked to final destination with 100% accuracy,
used SABRE computer program.
• Trained in HAZMAT procedures for identification and safe transport of materials.
• Prepared pilot and flight attendant paperwork for flight arrivals and departures. Greeted plane and operated Jet Bridge.
Resolution Desk Representative, San Antonio, TX
• On-floor supervisor of domestic sales customer service representatives (CSRS).
• Assisted CSRS with the resolution of challenging customer service issues.
• Provided training in the correct usage of Qik Res applications.
• Balanced cost containment for the unit with complete customer satisfaction.
Quality Assurance Representative, San Antonio, TX
• Participated in the development and co-wrote the dress code requirement adopted by the San Antonio Customer Service Center.
• Monitored and evaluated CSRS handling of inbound calls from the American Airlines Domestic Reservations Campaign.
• Coached and counseled CSRS on policies and procedures for call handling as prescribed in Quality Assurance (QA) guidelines
and provided feedback on customer expectation surveys. Calculated and input statistical data for bi-monthly verification process.
• Implemented and managed employee incentive program for the QA Team which increased overall moral.
• Scored 200/200 on Performance Evaluation for time management and organizational skills.
Realtor, San Antonio, TX 2/94-6/98
• Licensed by the state of Texas to sell and lease real property.
• Promoted and negotiated property sales, initiated contract negotiations, closed contracts with title and mortgage companies.
• Interviewed clients to establish needs and wants for prospective property searches, including qualifying client to advise them of
their buying power. Used Multiple Listing System (MLS) and Realty One Software for property searches.
• Analyzed market to assist clients in setting a base price. Entered information into MLS and maintained constant contact with
clients presenting contract offers and counter offers from prospects.
• Increased client base through direct mailings and networking campaign.
United States Air Force 10/84 - 2/92
Technical Administration Supervisor, Ellsworth AFB, SD
• Supervised and trained specialists in administrative support for maintenance group
• Oversaw final preparation of employee fitness reports, technical & statistical data, special awards & decorations and special
projects.
• Managed publications library. Maintained overall efficiency of the office.
Technical Administration Assistant Supervisor, Ellsworth AFB, SD
• Selected as an administrative assistant and information manager for an inspection team comprised of executive level managers,
observing and evaluating operational effectiveness.
• Selected to organize and monitor administrative documentation in support of the largest aircraft maintenance group in the
command.
• Created filing systems and publications libraries.
• Implemented new data entry procedures to more effectively utilize the available software.
• Designed training guidelines for junior personnel on preparation of highly technical information reports.
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