Candace Williams
Customer Service Representative
Fayetteville,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Vatica Health
01.2017 - Current
- Utilizes strong phone skills when speaking with customers. Has the ability to listen, sympathize, and respond in a friendly manner to customer issues.
- Records all inquiries in the Customer Call database.
- Responsible for maintaining all necessary records while keeping current on the day-to-day workload. Responses to customers in a timely manner.
- Ability to work well within a team environment as well as independently.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided excellent service by addressing customer questions and resolving concerns.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Coordinator
Envera Healthcare
01.2014 - 01.2017
- Managed high call volumes while maintaining accuracy and professionalism.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Resolves customer complaint issues by phone, e-mail, and letters.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Participated in quality improvement initiatives to increase departmental efficiency.
- Explained charges, fees, terms of sales, and service agreements to over 90 customers daily.
Customer Care Specialist
Alorica
01.2010 - 01.2014
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Directed customers to appropriate departments for additional support.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer inquiries via phone, email and web-based platforms.
- Assessed and offered solutions to improve procedures and customer experiences.
Disability Eligibility Specialist
Grady Health Systems
04.2006 - 01.2010
- Collaborated with departments to expedite claims and ensure compliance.
- Collaborated with team members to develop and refine procedures, optimizing the overall effectiveness of the eligibility process.
- Resolved client complaints with professionalism and clear communication.
- Verified and updated client information, ensuring accurate documentation.
- Maintained up-to-date knowledge of program policies and regulations, providing accurate guidance to both clients and colleagues.
- Provided comprehensive support to colleagues during high volume periods or staff absences, demonstrating adaptability and teamwork skills.
- Addressed potential issues proactively by conducting regular audits of case files and rectifying discrepancies as needed.
Education
Associate’s Degree - Business/Entrepreneurship
Strayer University
Washington, DC06.2025
High School Diploma -
North Clayton High School
College Pk., GA05.2004
Skills
- Active listening
- Problem Solving & Critical Thinking
- Teamwork & Collaboration
- Multitasking & Time Management
- Customer Service & Support
- Flexibility & Adaptability
- Call management
- Product knowledge
- Time management
- Data entry
- Call center experience
- Customer relations
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Supported a team of 15 staff members to improve workflow efficiency.
- Recognized for exceptional problem-solving and commitment to customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative
Vatica Health
01.2017 - Current
Customer Service Coordinator
Envera Healthcare
01.2014 - 01.2017
Customer Care Specialist
Alorica
01.2010 - 01.2014
Disability Eligibility Specialist
Grady Health Systems
04.2006 - 01.2010
Associate’s Degree - Business/Entrepreneurship
Strayer University
High School Diploma -
North Clayton High School