Kandy Gilbert Email & Phone Number

Responsible in developing supervisors and team leads to effectively motivate, coach and develop a team• Meeting KPIs; quality, member experience, performance, productivity, efficiencies • Monitor inbound and outbound calls for quality control and coaching• Involved in the oversight of new hire training, and responsible for new hire transition to operations environment• Responsible for payroll management• Assess hiring, staffing, and training needs of team and make… Show more Responsible in developing supervisors and team leads to effectively motivate, coach and develop a team• Meeting KPIs; quality, member experience, performance, productivity, efficiencies • Monitor inbound and outbound calls for quality control and coaching• Involved in the oversight of new hire training, and responsible for new hire transition to operations environment• Responsible for payroll management• Assess hiring, staffing, and training needs of team and make recommendations to Senior Manager• Show less

Handled outbound/inbound customer service calls• Responsible for meeting program KPIs• Maintained company quality standards

Charleston, South Carolina Metropolitan Area

Operate the telephone, phone/headset, keyboard/computer system accurately using the company’ssoftware.• Timely and efficient communication in order to effectively document each call.• Type accurate messages into the system that correctly summarize callers’ needs.• Handle each account based on the instructions for that account.

Engage in verbal and written communication with Costco members.• Handle voice and chat conversations with members on inquiries for price checks, inventory, packagelocation, order resolution, and returns.• Secure appointments for scheduling deliveries.• Meet and exceed daily goals.• Outbound calls, inbound calls, and chat messaging to ensure member satisfaction.

Placed and received calls informing people of their medical test results.• Identified caller's needs and provided support information as needed.• Ensured verification of patient identification before sharing health information.• Trained in HIPAA compliance and customer service.• Documented the information correctly and in a timely manner.• Exceeded metric goals and 100% of queue was completed daily.• Worked to end of contract.

Fayette County, Georgia, United States

Provide administrative and clerical duties.• Maintain a high level of client satisfaction and confidence.• Develop and maintain a database to book and track appointments.• Ensure payments are received for deposits and photo packages.• Deliver completed images to clients.• Create attractive displays and arrange lighting.• Collaborate with clients to create flattering photographic images.

Colorado Springs, Colorado, United States

• Received 90 plus inbound customer inquiries daily.• Consistently surpassed established goals and metrics per call.• Transferred customers to appropriate departments.• Ensured high levels of customer satisfaction.• Edited and proof read Yellow Pages advertisements for print and online.• Resolved complex highly charged situations in a positive manner.

Colorado, United States

Assisted stranded motorists in high stress situations.• Dispatched towing services to disabled vehicles.• Assisted in fuel delivery and battery jumps.• Dispatched tow trucks for winching services during snow storms and emergency situations.• Used Google maps and all available resources to assist tow truck drivers in finding the location wherevehicle was disabled.• Provided members with directions to their destination using Google maps

Morrow, Georgia, United States

• Prepared educational technical information packages for members.• Maintained member database using Microsoft Access.• Answered all incoming calls and directed calls to appropriate departments.• Proof read all outgoing literature.• Scouted locations for meetings and conventions.• Assisted in organizing catering, registration, meeting space, Audio visual equipment, eveningentertainment and spouse activities for conventions.