Candace Hinsch

Marcus, IA ***** 507-***-**** ad4dqw@r.postjobfree.com

Customer Service Specialist

Provide exceptional customer service and support to internal and external customers,resolve complex caller inquiries. Provide solutions that meet or exceed customers expectations. Utilize analytical and problem-solving skills to identify the root cause of the issue and provide a resolution. Collaborate with cross-functional teams and maintain detailed records. Skills

Excellent communication skills Strong analytical and problem-solving skills Ability to work in a fast-paced environment Attention to detail Active Listener Customer Focused Mindset Collaboration Strong Customer Service Skills

Experience

Sedgwick Claims Management

LOA Case Manager

10/2023-2/2024

Responsible for handling leave of absence claims from beginning to end. Worked in multiple software applications to manage claims and review medical documentation. Proficient in Microsoft Teams, JURIS, TAMS, SIR and Avaya.

-Reviewed all documentation including all medical documentation submitted by associate to determine if the leave is for a serious health condition and that the dates coincide with the dates that the associate requested.

-Worked closely with the accommodation department to assist associates that could return to work with accommodations. Advised associates of needed documentation to assist with the placement for accommodations.

-Communicated with associates via phone, email and text messaging to provide professional, exceptional and compassionate customer service.

Amazon Customer Service Call Center 03/2022 -

06/2023

Specialized Support Group Case Manager 01/2023 -

06/2023

Promoted to position due to meeting or exceeding call center metrics within this Fortune 500 company. This includes average after call work (ACW) of 2 minutes, average call time under 12 minutes and excelling above 80% on customer satisfaction surveys. Received average of 25 calls daily from our internal shareholders. Collaborated with them to review if a medical leave, personal leave or an intermittent leave of absence claim should be created.

• Educated callers on the leave of absence documentation requirements, due date and options that the documents could be submitted for review. Adhered to HIPPA federal guidelines to protect their privacy .

• Utilized Medical Diagnosis Guidelines and reviewed internal policy data once received to determine qualifications and approval for the leave of absence.

• Approved and processed the leave of absence and Short Term Disability payments if eligible through Dali software.

• Expressed empathy and active listening skills with each call.

• Assisted employees with the Return-to-Work process. This includes verifying the employee status is showing active and that their schedule and badge are active in PeoplePortal and Dali applications.

• Educated callers on how to utilize the self-service portal to report time missed and to report bereavement pay and intermittent time coding. Also utilized ADP and WorkForce Management systems to verify Vacation and Personal Time Off for current employees. Disability Leave Service Agent 03/2022 -

01/2023

Received an average of 30 inbound calls daily from employees with payroll, missed time reporting, vacation balances and inquiries about leave of absence options.

• Accessed multiple screens and programs to accurately educate and answer callers questions.

• Worked closely and transferred calls with internal departments when questions where out of scope for our department.

• Assisted Team Lead during the daily team huddle to update fellow team members of policy and procedure updates.

• Responsible for meeting and exceeding department metrics including Average Talk Time of 14 minutes, After Call Work of 2 minutes and customer satisfaction surveys of 85%.

• Back-up Chat support when chats in que exceeded more than 20 chats. While supporting chats had to toggle between 2 separate chats answering the questions efficiently and accurately.

• Exceeded Quality Assurance metrics by scoring 90% or higher on 5 calls a month that were graded on greeting, empathy expressed, resolution met, educating on self-service, answering all questions the caller has correctly and ending the call per departmental policy. FUN.com 09/2021 - 02/2022 and

09/2022-11/2022

Remote Customer Service-Seasonal position

• Received on average 55+ inbound calls during 8 hour shift from current and potential customers wanting to place an order, sizing questions, tracking a package and started the return process when requested.

• Reviewed multiple web sites to accurately and efficiently answer callers questions.

• Managed escalated calls regarding shipping or return issues which included working closely with Team Leads to provide a resolution by reshipping product, sending a replacement or offering an immediate discount to optimize the caller's experience. Split Rock Burgers Brews

07/2019-08/2022

Lead Waitress

Responsible for creating a welcoming environment during start up for the business. Oversaw 4 waitresses and assisted with continual training for all waitresses.

• Able to pivot quickly while handling an average of 8-10 tables a shift.

• Assisted owner to efficiently handle private parties for 50+ people for various events. Created an effective way to place orders during private parties by creating cards with the meals offered and the customer chooses their selection and then the waitress creates a chart for the kitchen so no meals are missed. This also makes it easier for the waitresses to distribute the meals accurately.

Costco Wholesale Inc.

08/2013-05/2019

Receiving Manager

01/2017-05/2019

Received all merchandise to open a new warehouse. Developed a relationship with weekly vendors. Supervised forklift drivers and Return to Vendor associates.

• Verified all shipping manifest and invoices were accurate.

• Scheduled incoming merchandise shipments.

• Opened the warehouse on time, ensured all departments were ready and on call for after hours security calls from the alarm company.

• Participated in weekly management meetings discussing previous week’s earnings and methods of improving the same.

Front End Assistant Manager

01/2015-12/2016

Responsible for SSOP (Sanitation protocol) for the food court, meat, and bakery departments.

• Analyzed membership upgrades, sales of items per minute, members per hour for the management team.

• Supervised closing procedures.

• Interviewed and hired employees and managed personnel for all departments of the warehouse.

• Set individual goals to meet company standards.

Supervisor

08/2013-01/2015

Oversaw the workings of 50+ employees in a warehouse atmosphere.

• Created weekly schedules for multiple departments based on sales and payroll budget.

• Assisted the front-end manager with hiring, training, and developing employees.

• Served on the safety committee. Worked with the membership department to upgrade memberships.

• Provided information to potential members regarding which membership suited their needs. Education

Post-secondary education through University Center & Augustana College in Sioux Falls, SD focused on Nursing

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