Customer Service Real Time

Candice Williams

Remote Customer Service Representative

225-***-**** ****************@*****.*** Houston, TX Highly motivated and results-driven Customer Support Specialist with a demonstrated track record of exceeding KPIs and driving customer satisfaction. Skilled in managing customer life cycles and ensuring exceptional experiences at every touchpoint. Adept at leveraging data, technology, and customer insights to drive product adoption, renewal, and expansion. A strong communicator and relationship-builder, able to lead robust conversations with customers and collaborate effectively with internal teams. Possesses a deep understanding of product nuances and can align them to solve customer pain points. Experienced in client success planning and skilled in asking discovery questions to uncover hidden needs and address root problems.

AREAS OF EXPERTISE

Needs Assessment Implementation Integration Stakeholder Management Process Mapping Retention Negotiation Product Adoption Cross-Functional Collaboration System Implementation SaaS Strategic Planning Organizational Leadership Presentation Facilitation Conflict Resolution Schedule Coordination Data Management Project Management Process Improvement Data Analysis Research Reporting Problem Solving Training Facilitation Interpersonal Skills Verbal & Written Communication Zendesk Salesforce JIRA Microsoft Office Suite Google Suite

PROFESSIONAL EXPERIENCE

Client Services Specailist 08/ 2021 - PRESENT

Paychex Baton Rouge, LA

● Serve as a strategic partner to customers by defining and monitoring success criteria within an account and collaboratively building towards those goals

● Developed and implemented strategies to improve customer retention and satisfaction, resulting in a 17% in customer retention over a 6 month period.

● Utilized customer relationship management (CRM) software to track and manage customer interactions, identify trends and issues, and develop personalized solutions to address customer needs

● Conducted regular customer check-ins and reviews to assess customer satisfaction and identify opportunities for improvement.

● Successfully managed and resolved customer issues, resulting in a 95% satisfaction rate among clients

● Collaborated with sales and marketing teams to identify and pursue upsell and cross-sell opportunities with existing customers. Blended Class Coordinator 01/ 2018 - 06/ 2020

K12 Baton Rouge, LA

● Analyzed customer data and trends to identify areas for improvement and to develop targeted strategies to increase customer satisfaction and retention.

● Worked with cross-functional teams to resolve complex customer issues and escalate urgent matters as needed.

● Facilitated customer feedback sessions and worked with product development teams to incorporate customer insights into product roadmap.

● Demonstrated strong problem-solving and communication skills, with the ability to effectively communicate with customers at all levels.

● Assisted in the development and execution of customer onboarding and training programs to ensure a smooth transition and successful integration of new customers.

Real-Time Analyst 02/ 2015 - 12/ 2017

24/7 In-touch Aurora, CO

● Promoted to Real Time Analyst in two months and reported for 18 teams in two different sites

● Provided exceptional customer service, problem-solving, listening skills, and empathy by responding to all Inbound calls, Email and/or Chat

● Assisted customers with new and existing accounts, website navigation, and account billing

● Helped analyze trends including contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and uses the analysis results to make real-time decisions regarding contact center staffing.

● Provided ongoing internal communications with call center staff and leadership on staffing requirements on a real-time, and historical basis, including the ability to schedule meetings, training, coaching, etc.

● Provided real-time and historical contact center data to the management team, including call volumes, staffing, historical call trends and key performance indicators such as AHT, Shrinkage, Adherence, Conformance, Service Level

● Developed recommendations on ways to improve results, based on data and facts. EDUCATION

Bachelor of Arts, Mathematics

Talladega College - Talladega, AL

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