Candace Luckett

P.O.Box*** Hooks TX,***** 713-***-**** ad4dxp@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced customer service representative with over five years of experience in telephone, email, and virtual customer service. Highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and customer escalations. Excited to bring my proven skills and customer enthusiasm to any team. TECHNICAL SUMMARY

O/S: Windows, MacOS

ITSM Platforms: Salesforce, Jira, Zendesk, ServiceNow Knowledge & Skills Areas

• Customer Support

• Customer Satisfaction (CSAT)

• Virtual Sales

• Digital Chat

• CRM

• Upselling

PROFESSIONAL EXPERIENCE

Billing Agent, LabCorp 03/18 – present

Take ownership of 50+ inbound calls and email inquiries from customers to assist with portal access, password resets, troubleshooting and escalations to senior management.

Educate customers on disease management, hospital co-pays, and claim statuses related to specific insurance carriers.

Maintained an average of 97% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating.

Review work requests for vendors and company partners responsible for closing out customer account balances.

Facilitate development opportunities for new hires and transitioning team members across multiple business units each quarter to promote cross-collaboration and skill sets.

Escalated customer payment issues to Tier 2 support to achieve quickest resolution and minimize wait times. Follow all company standards regarding paperwork, labor laws, cash management and loss prevention, and revenue.

Provide a secure working environment in accordance with HIPAA standards and maintain a clean and organized accident-free work area.

Review, audit, and electronically scan sensitive documents using specialized handling instructions. Online Customer Service Associate, WayFair 09/17 – 03/18

Assisted an average of 45 customers each day with finding specialized items & provided recommendations for custom projects via chat support, inbound phone support and email support.

Evaluated merchant and partner products to ensure quality assurance metrics were being met on daily basis.

Escalated customer order issues to Tier 2 support to achieve quickest resolution and minimize wait times.

Performed upselling techniques to increase average order values across physical and online-ordered products purchased in store.

Achieved an average of 110% sales goal each quarter for the department and maintained a 97% customer satisfaction survey rating.

Tracked inventory for over 10,000 items by validating stock, SKU’s, customer exchanges and returns. Lead Cashier, Publix 04/14-08/16

● Perform daily transactions of $15,000+ while upselling to meet daily revenue targets and increase average order value (AOV).

● Assist in training 10-12 cashiers and new hires on Point-Of-Sale (POS) and other workforce management systems.

● Build a rapport with regular customers and maintain effective, professional relationships with store employees and vendors.

● Consult with leadership for assigned dining room station, opening side work, and closing side work daily duties.

● Follow all company standards regarding paperwork, time management, cash management and loss prevention, and revenue.

● Provides a safe working environment in accordance with OSHA standards and maintain a clean and organized accident-free work area.

● Take pride in every aspect of work duties and perform it with energy and enthusiasm to create an enjoyable environment for customers.

EDUCATION

Blinn Community College, College Station, TX 08/16 Associate of Business Administration

Certificate in Non-Profit Management

University of Houston Downtown

12/12

Associate of Arts in Communications: Public Relations and Interpersonal, Business Organizational Certificate in Technical Support

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