Associate Full Service Representative

Candice Christina Thomas

Gulfport, MS *****• Tel: 228-***-**** • *******************@******.***

QUALIFICATION SUMMARY

More than 10 years of professional administrative experience with excellent customer service skills to all stakeholders by responding timely, professionally, and as the subject matter expert.

Employs high levels of communication, collaboration, negotiation and problem-solving skills to resolve complicated and sensitive issues while ensuring compliance with established privacy policies and regulations.

RELEVANT WORK EXPERIENCE

October 2021 – Present Continuum

Gulfport, MS Customer Service Representative Full-Time: 40 Hours

Responsibilities

Advises customers regarding a full range of products offered and demonstrates product features based on customer’s specific needs.

Prepares and processes customer orders in-person, via telephone, and/or electronically.

Answers customers questions in-person, through email and over phone as the subject-matter expert on product offerings, current promotions, exchange guidelines, payment policies, and security practices.

Determines eligibility, extra alternatives and explains limitations, exclusions, and costs as appropriate based on customers specific needs.

Explains product(s) benefits, pricing, and availability.

Ensures the accurate and timely processing of contracts and order forms for new and existing customers.

Resolves order issues and de-escalates dissatisfied customers while implementing service recovery techniques to improve the customers’ experience.

Documents and maintains customer communications in Customer Relationship Management (CRM) software to track requests, problems, and resolutions.

Ensures quality control policies and procedures are followed to ensure customer satisfaction.

Engages with new and long-standing customers to ensure quality assurance is optimized and solutions are established to overcome deficiencies.

Represents Supervisors on escalated customer calls due to knowledge and subject matter expertise.

January 2021 – October 2021 Kelly Services (Temp. Agency)

Gulfport, MS Customer Service Representative Full-Time: 40 Hours

Responsibilities

Advised Apple customers regarding a full range of product tech solutions and schedule in-store appointments for issues unresolved through call-center tech support or for new purchases.

Troubleshot Apple system and software tech support issues such as software updates.

Resolved negative customer interactions with accurate and efficient service recovery techniques.

Answered customers questions via a call center as the subject-matter expert on product offerings, current promotions, exchange guidelines, payment policies, and security practices.

Documented and maintained customer communications in Customer Relationship Management (CRM) software to track requests, problems, and resolutions.

January 2020 – January 2021 Wal-Mart

Biloxi, MS Deli Associate Full-Time: 40 Hours

Responsibilities

Suggested deli products based on customers’ diets and prepared a variety of cold foods such as slice meats, slice cheeses, sandwiches, and meat & cheese trays.

Used established safe food handling procedures, labels, and stored food properly in compliance with Hazardous Analysis and Critical Control Points (HACCP) guidelines.

Prepared and assembled customers’ deli trays and orders in a manner that made them appealing which included attractive garnishes and various cutting techniques.

Provided customers with nutritional information and pricing for deli orders.

Checked deli trays and deli orders for accuracy and compliance with customer order specification.

Maintained appropriate food temperatures during tray assembly and took appropriate action to correct tray errors in a timely.

Maintained sanitary and organized work area to ensure compliance with safe food handling procedures and HACCP guidelines.

Operated food service equipment in a safe manner.

Cleaned, sanitized, and maintained foodservice equipment in accordance with established standards.

Recorded and maintained refrigerator and dishwasher temperature logs.

Removed trash and maintained machinery with the deli.

Operated POS device, which accepted, cash, credit/debit, and check payment for customers purchases.

August 2015 – December 2019 Comcast Cable

Madison, MS Customer Service Associate Full-Time: 40 Hours

Responsibilities

Provided excellent customer service by providing accurate product and services information and bundling opportunities.

Vetted phone calls in a courteous and timely manner, processed sales orders, and obtained personal identifiable information (PII) as required in accordance with federal privacy laws and standards.

Provided clear, succinct, and accurate responses to customer inquiries and advised on appropriate products and services specific to their needs which increased sales.

Mastered of customer service call scripts with short learning curve.

Built sustainable relationships and trust with customers through open and interactive communication.

Met and exceeded customer service and team sales targets and call handling quotas.

January 2013 – August 2015 Xerox Corporation

Madison, MS Customer Service Representative Full-Time: 40 Hours

Responsibilities

Worked as a Subcontractor on the Humana Health Account providing call center services.

Communicated with Members and Member Representatives to resolve healthcare account issues while offering excellent customer service.

Used interpersonal, analytical, and negotiation skills to resolve Member complaints timely by providing appropriate solutions and alternatives with follow-up to ensure successful resolution.

Determined eligibly and enrollment status for potentials Members, administered preexisting memberships, and issued refund adjustments for lapsed memberships.

Processed Member identification and billing for all enrollment products.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

January 2012 – December 2012 CEFCO (Gas Station)

Jackson, MS Cashier Full-Time: 40 Hours

Responsibilities

Established, updated, and maintained office records of various types that may be needed or will assist in the efficient operation of the office.

Operated cash registers and related financial systems.

Cleaned and sanitized shelves, counters, and tables.

Prepared merchandise for display and implemented all visual merchandising standards including loss prevention methods to prevent leakage and theft.

Tracked and prepared a variety of reports in support of management objectives.

Conducted inspections of physical inventory and reported discrepancies and vulnerabilities.

Assisted co-workers in collecting complete and appropriate data for generating revenue.

Provided Truck weight scale reports and documented receipt of gas shipment from provider.

EDUCATION

Wingfield High School

Jackson, MS High School Diploma – Customer Service

TECHNICAL SKILLS

Microsoft Office Suite (Excel, Word (45 wpm typing), PowerPoint, Outlook, Teams, Publisher); Salesforce, Point-of-Sale System

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