Customer Service Contact Center

Candace Pyne

**** ******** ******

Piscataway NJ 08854

*******@*****.***

Objective As a member of your organization, my objective is to provide the best customer experience in the area of customer service or sales. I will use my prior training and skills in departmental leadership to meet the overall business goals while providing the best in class customer satisfaction. Job Experience

2022 Current MUFG Bank Contact Center Administrative Analyst Jersey City NJ

● Representing MUFG LTD Bank as the face and voice of the Customer Service team.

● Contact Center Hotline & Consumer Privacy Hotline

● Created Contact Center Procedure Guides and Process flows for Audit and training purposes

● Implemented changes to the existing Contact Us website

● Analyze and monitor daily calls

● Send Daily Analytic Reporting to Operational Team

● Enhance Contact Center scripting as needed

● Manage team mailboxes by responding,organizing or escalating emails

● Contact Center Analyst- assist clients via phone or web form submission

● KPI’s

2016- 2021 Momentum Solar Call Center Supervisor South Plainfield NJ

● Coordinate Solar Consultations for Homeowners in various areas

● Schedule meetings upon the interest of the homeowner

● Built Team schedules/breaks/lunches

● Developed the Customer Interface Calling Scripts for Sales and Solar Obligations

● Call Center Supervisor roles include:

o Assisted Employees with Questions, Escalated Calls, Credit Checks and Solar Analysis

o New hire Training and One on One meetings/

trainings as needed to meet sales goals

2014-2016 Alorica Partnering Customer Support Services Norfolk, VA

● Verizon Customer Care team leader

● Monitor and update customers accounts as requested

● Offer customers best account options/ new plan packages/ promo deals maintaining an astounding call score

● Review account activity and requests

● Resolve customer service issues and escalated calls 2013-2014 International Marketing Association Norfolk, VA

● Strategic Sales Representative

● Strategic sales for Medical Alert systems

● Emphasize Product benefits

● Discuss alternate payment arrangements

● Stress customer satisfaction with new product.

2012- 2013 Wingate By Wingham Norfolk VA

● Front Desk Head Receptionist responsibilities include:

Process payments v.i.a phone lines

Daily room check in/ check out

Answer phone lines for general questions, or escalations

Check daily maid schedules to ensure rooms are clean and available for use.

Clean the front desk and lobby area daily.

Welcome visitor while being a positive voice and face representing the organization

2011- 2012 Lord & Taylor Westfield, NJ

● Sales Associate- Women’s shoe department

● Assist multiple customers in satisfactory shoe selection

● Assist customers in person and by telephone.

● Manage orders to other stores and online for customers Education 2002–2007 Union Catholic High School Scotch Plains, NJ

● Graduated – 3.5 GPA

● Lead UC Choir Member. Award Recipient.

2007- Union County College Cranford,NJ

● Major- Business Management/ Minor- Early Childhood Development

● Associates Degree in Progress

Reference Available upon request.

Contact this candidate