Candice Edwards
Arima
Summary
Experienced Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximize repeat business opportunities and utilize proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Proven track record of collaborating with sales teams to achieve goals, increase revenue gains and advance the sales cycle of the company. Excel in scaling customer engagement and driving adoption of SaaS products, customer growth and retention.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Account Manager
TSTT – Corporate Services
11.2014 - Current
- Drove growth and retention for a portfolio of 50+ corporate clients, exceeding $17 million annually in revenue.
- Illustrated detailed cost/benefit analyses for new product suite, increasing customer adoption rates and reducing churn through effective customer relation management
- Recognize sales prospects through customer engagement and analysis of their needs and requirements
- Act as a catalyst for enhanced customer service levels; collaborate with the support team to provide and receive customer feedback, then implement necessary actions; oversee and follow through on service orders and issues with other departments to guarantee the prompt and effective delivery of promised products and services
- Staying updated on technology, understanding customers' industries, and being aware of economic trends that may affect customers
- Utilized Salesforce to track customer activity and identify upsell opportunities
- Monitor customer accounts and proactively address outstanding balances
- Collaborate with presales and engineering teams to develop and implement solutions that exceed customer expectations.
Snr. Customer Service Representative
TSTT Premium Customer Services
01.2008 - 01.2014
- Reviewed customer account information to determine current issues and potential solutions
- Oversaw and guided team of 18 to handle customer call escalations, training and mentoring new employees on customer service and order processing
- Managed customer conflicts and challenging situations by staying calm and accessing internal to develop strategic solutions
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Customer Service Representative
TSTT
01.2006 - 12.2008
- Provide customers with updated details of company products and services
- Processed orders for the provision of different product and services.
Education
BSc. Biology -
ANDREWS UNIVERSITY
01.2000
Skills
- Communication
- Problem Solving
- Leadership
- Time Management
- Decision Making
- Customer Service and Customer Satisfaction
- Teamwork and Collaboration
- Account Management
- Relationship Building
Highlights
Led the implementation of Business Wifi solutions for the National Free Wifi Initiative at 13 locations across Trinidad with a contract value of 4.6 million.
Generate new business though customer win backs work over 500k annually.
Certification
- Giving Clear Work Priorities, TSTT, Jan 2021
- Master Difficult Conversations, TSTT, Jan 2021
- Prioritizing Your Task, LinkedIn, Aug 2021
- Value Selling, 2019
Volunteerleadership
- The Hosanna SDA Church, MONTH 2018, PRESENT, Sabbath School Superintendent, Work with other departments of the church for special services such as Community Guest Day, Thanksgiving services and other services. Meet with the Church Board on a monthly basis to coordinate church programs and take the lead in financial and operational decisions.
- The Kidney Recipients Support Group of Trinidad & Tobago (KRSGOTT), 2017, PRESENT, Communication Officer/Executive Member, Manage the Groups Facebook Page and email communication. Planning and executing various activities such as, Annual Health Fair and Walkathon, Mall outreach programs, School Outreach programs and other activities with the objective of building awareness of kidney disease and kidney transplant awareness in Trinidad and Tobago.
References
Upon request
Timeline
Account Manager
TSTT – Corporate Services
11.2014 - Current
Snr. Customer Service Representative
TSTT Premium Customer Services
01.2008 - 01.2014
Customer Service Representative
TSTT
01.2006 - 12.2008
BSc. Biology -
ANDREWS UNIVERSITY
- Giving Clear Work Priorities, TSTT, Jan 2021
- Master Difficult Conversations, TSTT, Jan 2021
- Prioritizing Your Task, LinkedIn, Aug 2021
- Value Selling, 2019
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