Call Center Client Relationship

Candice Gilliam

Columbia, TN ***** 931-***-**** ***********@*****.***

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PROFESSIONAL

SUMMARY

Dynamic professional with a proven track record in operations management and client relationship management, notably at Clean and Comfortable. Excelled in enhancing customer satisfaction and loyalty, while driving staff training and development. Demonstrated a strong work ethic and strategic pricing strategy development, achieving significant operational efficiencies. SKILLS • Operations management

• Documentation and reporting

• Hiring

• Business planning

• Staff training and development

• Operations oversight

• Client relationship management

• Pricing strategy development

• Strong work ethic

WORK HISTORY OWNER/OPERATOR 01/2024 to CURRENT

Clean and Comfortable Columbia, TN

•Facilitated customer-focused support initiatives.

•Resolved customer inquiries while ensuring satisfaction and loyalty.

•Maintained high standards of sanitation in all cleaning tasks.

•Conducted thorough inspections to ensure quality standards are met. RECOVERY HOUSE MANAGER 09/2023 to 02/2024

Transitions Housing Agency Nashville, TN

Evaluated program effectiveness through regular feedback surveys from residents and staff members, making necessary adjustments to enhance overall functioning.

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Promoted a safe and stable living environment by conducting regular room inspections, maintaining cleanliness standards, and addressing maintenance issues promptly.

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Fostered a positive and inclusive atmosphere within the recovery house by promoting open communication among staff, residents, and family members.

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Managed financial aspects of the recovery house operations including budgeting, expense tracking, billing, and revenue collection from residents or insurance providers.

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Enhanced staff productivity through regular performance evaluations, professional development opportunities, and constructive feedback sessions.

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Facilitated group therapy sessions for improved communication skills, conflict resolution, and coping mechanisms among residents.

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Increased resident satisfaction through compassionate support, attentive listening, and tailored guidance during their recovery journey.

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CALL CENTER AGENT 06/2021 to 12/2023

C G

TriCor Nashville, TN

Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.

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Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.

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Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.

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Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.

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Boosted client retention rates by providing exceptional customer service and building rapport with callers.

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Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.

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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

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HOST 06/2023 to 09/2023

Uncle Buds Nashville, TN

Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.

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• Answered customer questions about hours, seating, and menu information. Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.

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Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.

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Supported servers, food runners, and bussers with keeping dining area ready for every guest.

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Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.

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Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.

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FRONT DESK RECEPTIONIST 08/2011 to 12/2013

Sheraton Hotel & Resorts New Orleans, LA

Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

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Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.

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• Scheduled, coordinated and confirmed appointments and meetings. Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.

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Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.

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• Collected room deposits, fees, and payments.

Maintained strict confidentiality of sensitive information, upholding privacy standards.

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EDUCATION Grundy County High School, Coalmont, TN 05/2008

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