Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Candis Carew

Mississauga,ON

Summary

Dynamic and results-oriented professional with a solid background in customer service management, team leadership, and loyalty program development. Proven ability to enhance customer satisfaction and retention through strategic initiatives and effective team management. Adept at fostering positive relationships with customers and colleagues to drive business success.

Overview

13
13
years of professional experience

Work History

Senior Customer Service and Loyalty Manager

CPOS INC
01.2021 - 06.2024
  • Spearheaded customer service and loyalty programs, leading a team of professionals to achieve and exceed company goals
  • Developed and implemented strategies to improve customer satisfaction, resulting in a measurable increase in loyalty and retention rates by 30% and reduce transactional errors by 15%
  • Collaborated with cross-functional teams to streamline processes and enhance the overall customer experience
  • Conducted regular training sessions to ensure team members were equipped with the necessary skills and knowledge to deliver exceptional service.
  • Drove incremental revenue through targeted upsell initiatives designed specifically for high-value customers.
  • Created compelling marketing campaigns to increase awareness of loyalty benefits among target audiences.

Team Lead

Elavon
03.2014 - 10.2020
  • Managed a team of customer service representatives, providing guidance and support to optimize performance and productivity
  • Implemented performance metrics and tracked key performance indicators (KPI's) to evaluate team performance and identify areas for improvement
  • Fostered a positive work environment conducive to employee growth and development
  • Acted as a liaison between frontline staff and upper management, facilitating effective communication and problem resolution.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Conducted performance reviews and provided constructive feedback to support professional development and career growth.

Senior Customer Service and Loyalty Manager

INKAS
01.2011 - 01.2014
  • Oversaw customer service operations, including handling inquiries, resolving issues, and ensuring customer satisfaction
  • Managed a team of service representatives, providing training, guidance, and performance feedback
  • Developed and implemented strategies to enhance customer experience and resolve payment-related issues efficiently.
  • Collaborated with other departments to address customer concerns and improve overall service delivery.
  • Monitored key performance indicators (KPIs) to assess team performance and identify areas for improvement.
  • Coordinated with other departments to ensure seamless integration of payment solutions and address any technical issues.

Education

BA in Political Science -

McGill University
09.2006

Skills

  • Customer Service Management
  • Team Leadership and Development
  • Loyalty Program Development
  • Strategic Planning and Implementation
  • Process Improvement
  • Problem Solving
  • Data Analysis
  • Customer Segmentation
  • Customer Retention Strategies
  • Influencing skills
  • Customer experience enhancement

Accomplishments

  • Completed 3 month training program for management skills "Step into leadership"
  • Winner of "Legends of Possible" award for outstanding service from US Bank (Elavon)

Languages

English
Native or Bilingual

Timeline

Senior Customer Service and Loyalty Manager

CPOS INC
01.2021 - 06.2024

Team Lead

Elavon
03.2014 - 10.2020

Senior Customer Service and Loyalty Manager

INKAS
01.2011 - 01.2014

BA in Political Science -

McGill University

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Candis Carew