Customer Service Representative
Resume:
Candace D. Wagner
Shoreline, WA. *****
******@*****.***
https://www.linkedin.com/in/candace-wagner-620769217
Skills: Customer Service experience, account management, documentation, status, strategic planning, relationship management, detail oriented, well organized, time management, self-starter, performance focused, team player, leadership, work collaboratively, growth, multi-task high volume, retention specialist, problem solving, performance, communication, interpersonal skills, empathetic, CRM software, written communication, public trust, quality assurance, revenue growth, product, de-escalation specialist, critical thinking, order processing, relationship building, product expert, upselling, professional manner, multiple screen toggling, analytical-technical-soft skills, software troubleshooting, creative problem solving, attention to detail.
CUSTOMER SERVICE REPRESENTATIVE - REMOTE
Friendly and reliable team player offering experience in Customer service roles. Flexible and responsive to individual customer situations. Skilled in building customer trust to maintain loyalty. Diligent Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Able to enhance customer experiences by employing leadership service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Excellent verbal communication skills.
PROFESSIONAL EXPERIENCE
Verizon Wireless, Remote February 2022 - October 2023
Customer Service Representative-Remote
Assisted customers with billing inquiries, payment options, upgrading devices, accessory purchases, promotion/rebate. offers, rate plan/feature changes.
Product expert; problem solve software and hardware issues to resolve or replacement options via manufacturer, insurance, or upgrade.
Helped customers utilize the company website for self-service and troubleshoot login issues. Create trouble tickets to IT for hardware/software or engineering issues.
Explained how to process port out/ins, transfer service to new owners.
Accurately document accounts of customer changes and inquiries in CRM system.
Strong problem-solving skills to bring inquiries to effective resolution.
Collaborate with team members, management, and clients to resolve client inquiries.
Utilized; Jabber, Slack, ACSS, Blue jeans, Google/Calendar/Gmail.
Achieved 100% feedback on all customer survey’s
I took 9 years off between jobs to help my special needs daughter get through school. Once she graduated in summer of 2021, I went back to work for Verizon Wireless.
ATT Mobility Bothell, WA April 1998-July 2013
Customer Service Representative
Assisted customers with billing questions/issues.
Analyze usage to upsell rate plan and features.
Product expert; problem solve performance of hardware/software on wireless devices for warranty, insurance, or new purchase replacement.
Retention team: Saved 40-50% of customers requesting cancellation.
Large Credit team: Assisted customers with high usage issues, investigated and applied large credits if applicable.
ADDITIONAL RELEVANT EXPERIENCE
1st Interstate Bank/Wells Fargo Bank Monroe, WA June 94 - April 95
Vault Teller
Assisted customers with exceptional customer service: listening, asking questions to meet financial needs and build strong relationships.
Distinguished Balancing record.
Maintained cash drawer and vault, while assisting other tellers with balancing issues.
Follow bank policy and procedure regulations to minimize risk.
The Jameson Group Woodinville, WA April 93 – January 94
Loan Processor
Coordinate loan process, advise how to improve credit score as needed, verify employment, funds on deposit, current mortgage contracts.
Document verified information on Mortgage Ware System.
Compiled all forms/documents for submitting, cleared any conditions stipulated by lender to close loan.
The Bank of Northshore Woodinville, WA May 91 – April 93
Vault Teller
Vault Teller; balance cash drawer and vault, ship cash in/out to stay within branch guidelines.
Loan payments
Bank card assistance
New customer marketing
Verify new accounts and general bank procedures.
Windermere Real Estate Redmond, WA April 90 – March 91
Receptionist
Responsible for answering 11 phone lines for 20 agents
Multi-mailings
Proofread flyers before distribution
Order office supplies and general office procedures.
Rainier Bank/Security Pacific Bank Kenmore, WA Vault Teller January 88 – April 90
Vault Teller; balance vault and cash drawer, ship cash in/out to stay in branch guidelines.
Utilize computer for customer inquiries; foreign exchange/drafts, money orders, cashier's checks.
Order supplies for branch
Follow bank policy and procedures to minimize risk.
Education:
Inglemoor High School Graduate 1984
Business courses; Typing, shorthand, accounting, general office, bookkeeping.
Shoreline Community College Northshore Branch Winter 92, Spring 92
Business Computer Applications, GPA 4.0
Operating Systems, GPA 3.6
Entry Level Microsoft Word 5, Word Perfect 5.0
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