CANDICE D. STOCKDALE

**** ****** **** *****.

Marietta, GA 30067

Phone: 470-***-****

E-mail: ad31nz@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

• Highly skilled in providing information regarding products and services of company

• In-depth knowledge of taking orders, decide charges, and administer billing or payments

• Hands-on experience in reviewing, updating or making changes to customer accounts

• Track record of listening and responding to customers’ needs and concerns

• Able to handle returns or complaints

• Demonstrated ability to record details of client contacts and actions taken in busy call center

• Proven ability to determine answers or solutions

• Personality characteristics, like – patience, poise, tact.

• Self-Presentation and communication skills.

• Attention to detail

• People oriented

• Problem analysis – Problem solving

• Analytical thinking

•Adaptability – Ability to work under pressure

• Computer skills – Customer service software

• High Volume Call Center experience

EDUCATION

Certification

United Education Institute

Morrow, GA

Business Office Administration

WORK EXPERIENCE

Interim Supervisor (3-9-20-Present) Verizon Wireless, Alpharetta, GA

Training and preparing call center representatives to respond to customer questions and concerns and troubleshoot concerns with services and products. Ensuring agents understand and comply with all call center objectives, performance standards and policies.

Support Coach (11-11-2019- 2-1-20) Verizon Wireless, Alpharetta, GA

As a Support Coach my role is to reinforce foundational skills and behaviors’ with our new hires that will enable them to be an integral part of how we ensure Verizon is the trusted brand for consumers' and the employer of choice. I am responsible for their coaching and advising of any new or updated information that is released which is shared in daily connects and team meetings. I am also responsible for coaching reps and providing necessary feedback for growth and development.

Support Coordinator (**-**-**-**-**-**) Verizon Wireless, Alpharetta, GA

Provide call support to frontline agents via the phone and the chat. Additionally, I provided feedback regarding customer interactions to supervisors and managers. Assist with floor support to ensure frontline representatives have the support needed to give the best service.

Customer Service Pro (10-21-18- 04-27-18) Verizon Wireless, Alpharetta, GA

Continue to address customer needs and concerns. Reducing churn and helping customer to find value in remaining with Verizon. Assist customer with troubleshooting devices and answering questions about billing, plans and services. Achieved several customer surveys showing appreciation for finding value for their services being used.

Customer Care/ Advocate (8/2016-present) Verizon Wireless, Alpharetta, GA

Address customer service inquiries in a timely and accurate fashion. Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve concerns. Achieved customer satisfaction rating of 100% within first month out of transition and have kept an exceptional track record. Assist supervisor by leading team huddles when not available and being floor support when needed.

Call Center Supervisor (9/2013 -Present) ProCore Solutions, Marietta, GA

Subject Matter Expert on Good Cents processes and policies. Primary duties are call handling of inbound and escalated calls referred by Agents, providing front line support to Agents and serving as back up to the manager on duty. Resolves operational and interdepartmental problems quickly. Assist with floor support by taking supervisor calls. Coaching Customer Service Professional on performance and other concerns.

Weld Department Line 1 (1/2013 - 4/2013) Honda Manufacturing of Alabama, Lincoln, AL

Changed equipment over for new product on production line. Consulted welding chart specifications to ensure load correction. Worked with managers to implement the company policies and goals. Set up and operated production equipment in accordance with current good manufacturing practices and standard operating procedures.

Builder/Sander (8/2012 - 10/2012) Legacy Cabinets, Eastaboga, AL

Worked independently on projects and tasks within a team of builders. Constructed custom built-in wood projects for residential home office.

Quality Inspector (6/2012 - 8/2012) WKW, Pell City, AL

Responsible for inspecting BMW automobile parts for assembly. Rejecting or approving BMW window frames for shipping. Maintained accurate stock records of quality parts ad rejected parts. Reported extreme mechanical errors.

Office Support (11/2011 - 2/2012) State Farm CIOS Department, Alpharetta, GA

Mail prep, sorting, indexing and filing incoming claims to be uploaded for digital storage. Dispersed incoming mail to correct recipients throughout the office and center. Made copies, sent faxes and handled all incoming and outgoing correspondence. Properly routed agreements, contracts and invoices through the digital storage process.

Corporate Billing Analysis (5/2011 - 10/2011) Crawford and Company Atlanta, GA

Assisted in Excel spreadsheet set ups and maintained electronic and paper files or billing. Served as central point of contact for adjusters needing to gain access to additional billing information. Wrote reports and correspondence from dictation and handwritten notes. Organized files, developed spreadsheets, faxed reports and scanned documents.

Corporate Call Center Supervisor (11/2010 - 4/2011) Crawford and Company, Atlanta, GA

Trained staff on how to improve claimant interactions. Assisted with the development of the

Call center operations, quality and training processes. Provided accurate and appropriate information in response to claimants’ inquiries. Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations. Led a team of claimant service representatives to increase service center integrity.

Commercial Debt Collector (3/2009 - 8/2009) Amsher Collection Services, Birmingham, AL

Renegotiated payment terms with debtors. Researched and resolved debtors accounts. Call owners of delinquent accounts on a monthly and weekly basis to solicit payment, settlement and payment arrangements. Reconcile accounts. Maintain liaison with clients, business partners and internal departments

Nanny/Personal Assistant (6/2007 - 10/2008) Dagney Walker Attorney at Law, Crestline, AL

Organized activities that developed children physical, emotional and social growth. Redirected children to encourage safe, positive behaviors. Physically and verbally interacted with children throughout the day. Made nutritious snacks and meals for up to 5 children. Taught children personal care behaviors, including toilet training and feeding. Ran errands, collected mail and paid bills for employer.

Debt Collector (1/2006 - 6/2007)

Anchor Receivables Management, Birmingham, AL

Over three years of experience working as a Debt Collector following FDCPA laws. Highly experienced in virtual and actual collections of outstanding payments and loans. In depth knowledge of functional areas and standard company procedures and standards. Hands on experience in soliciting payments from delinquent accounts. In depth knowledge of improving processes and procedures by inputting

valuable insight.

Technical Support Representative (9/2003 -5/2005) TeleTech Holdings Inc./Verizon DSL, Fairfield, AL

Assisted in DSL installation and setup for Internet connection. Made reasonable procedure exceptions to accommodate unusual customer requests. Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call center departments through clear communication.

AWARDS AND AFFILIATIONS

• Employees 1st Award, Top Supervisor for July 2020 to January 2021.

• Top Performer for Customer Experience March and April of 2016, Top Performer May 2018, June 2018, August 2018-2020

• Directors Club 2018

• Top Team for October 2016, November 2016, December 2016, January 2016, February 2017, June 2018, August 2018-2020

• CS Elite Q3 2018 Winner

• L.I.F.T Program Participant 2019

• Emerging Leaders Development Program Participant

• Brave Member

• Wave Member

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