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

• 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.

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.

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.