1. CANDICE J. TERRELL
11308 PAIGE AVENUE, WARREN, MI 48089 | (C) 586-872-9207 | CANDCIEJTERRELL_81@HOTMAIL.COM
professional summary
Customer Service Manager experienced with all facets of the hiring, training, coaching and development
processes of Call Center Representatives.
skills
Leadership skills Call center metrics decoding aptitude
Flexible Excels in listening to customers
Adherence to high customer service standards Effective problem solver
Microsoft Outlook, Word and Excel Building loyal relationships
Excellent time management skills Process improvement specialist
Recruitment/staffing Quick learner
Employee coaching Payroll administrator
Persuasive speaker Values Accountability
references
References are available on request.
work history
TRAINING COACH/ TEAM COACH Jul 2015 - Current
Dialog Direct Troy, MI
Planned and prioritized to ensure that set deadlines are met
Identified and implemented ways to improve and promote quality through accuracy and thoroughness
Monitored, evaluated and enhanced individual and team performance
Adhered to all confidentiality requirements at all times
Met all customer call guidelines including service levels, handle time and productivity
Cross-trained and backed up other customer service managers
Assumed ownership over team productivity and managed work flow to meet or exceed quality service
goals
Trained staff on operating procedures and company services
Provided accurate, specific and timely performance feedback for CSRs
Identified individual development needs with appropriate training
Fostered an environment which encouraged continual process improvements
Devised and published metrics to measure the organization's success in delivering world class customer
service
Managed work flow to exceed quality service goals
Maintained up-to-date knowledge of product and service changes
CUSTOMER SERVICE REPRESENTATIVE Apr 2014 - Mar 2015
Minacs Farmington Hills, MI
Aided customers with creating new accounts and maintenance
Processed payments for services Provided world-class customer service
Investigated and resolved customer inquiries and complaints in an empathetic manner
Solved unresolved customer issues
Defused volatile customer situations calmly and courteously
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call
center environment
Resolved service, pricing and technical problems for customers by asking clear and specific questions
Acted professionally and patiently when addressing negative customer feedback
Improved call center functionality and service capacity by resolving customer complaints efficiently and
quickly
Addressed and resolved customer product complaints empathetically and professionally

2. Effectively managed a high-volume of inbound and outbound customer calls
CAREER ADVISOR Sep 2013 - Apr 2014
Noble Voice Detroit, MI
Promoted special offers and pre-screened job seekers for employment and education opportunities
Processed caller's results and referrals
Managed high call volume with tact and professionalism
Effectively managed a high-volume of inbound and outbound customer calls
Met or exceeded service and quality standards every review period
Recipient of multiple positive reviews acknowledging dedication to excellent customer service
Asked open-ended questions to assess customer needs
Developed reputation as an efficient service provider with high levels of accuracy
CUSTOMER SERVIE REPRESENTATIVE Apr 2013 - Sep 2016
Micro Center Madison Heights, MI
Built and maintained enduring customer relationships to boost sales and generate repeat business
Processed web orders and credit applications
Promoted special offers, and warranties to customers while earning incentives
Utilized the phone and inventory system to assist customers with product information
Described product to customers and accurately explained details and care of merchandise
Politely assisted customers in person and via telephone
Answered product questions with up-to-date knowledge of sales and store promotions
Helped drive sales goals and achieve monthly quotas
Recipient of multiple positive reviews acknowledging dedication to excellent customer service
education
Business Administration: Current
Macomb Community College Warren, MI
3.0 GPA
Completed Advanced Customer Service training
Office Administration coursework
Coursework in Business Administration, Communications and Accounting