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Candice
Shaw
103 A Crown Hill Court Hot Springs , AR 71913 5012764911 abc@xyz.com
Dynamic, articulate and ambitious Business Professional and Military Veteran with broad based experience in training/development, customer service and operations management, eager to contribute strong communication, organization and leadership talents toward supporting the goals of a progressive employer in an Administrative role. Currently pursuing a Bachelors Degree in Business Administration.
Core Competencies
Cultural Awareness/Diversity Initiatives
Business Analysis/Process Improvement
Strong Customer Service Skills
Persuasive and Effective Communicator
Strong Organization and Planning
Develop Relationships/Influence Decisions
Effectively Manage Multiple Projects
Technologically Savvy/Computer Literate
Problem Solving and Resolution
Hold Secret Security Clearance
Professional History
2010 to Present: Sprint, Hot Springs, AR - Training Specialist
Provide critical training, development and staff leadership for 125+ Customer Service Agents; lead classroom facilitation to increase productivity, efficiencies and customer satisfaction indicators in call handling and problem resolution goals.
Support 5 Trainers in the development of measurement benchmarks and instructional design; provide instrumental feedback, coaching and mentoring to enhance performance and impact business outcomes.
Provide ongoing coaching and mentoring and communicate departmental feedback to management team; gain reputation as an effective and knowledgeable trainer with an in-depth understanding of corporate goals and requirements.
2009 to 2010: ACCENT Marketing, Hot Springs, AR - Customer Service Representative
Leveraged exceptional communication, problem solving and client relationship management talents to effectively respond and resolve to a high volume of customer inquiries and complaints.
Managed an influx of daily calls in a call center environment; applied solid sales talents in explaining and influencing decisions on new products, rate plans and services opportunities.
Created a dynamic, interactive customer service experience; achieved exceptional success and received accolades for expertise, named Subject Matter Expert and was selected to assist in training new Customer Service Representatives.
Ranked #1 for First Call Resolution and #2 for Issue Resolution , center-wide.
2002 to 2008: United States Air Force, Malmstrom Air Force Base, MT
Fitness Specialist Supervisor
Provided oversight for 6+ staff members at the base Fitness Center; completed annual performance evaluations, managed inventory and business office duties, and redesigned employee feedback processes which were adopted as best practices , companywide.
Developed on-base activities to engage military personnel and family members.
Education / Military
In Progress: DeVry University - BA, Business Management with a focus on Finance
Member, US Air Force Reserves
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