Open to opportunities

Kandice Grayer

@kandicegrayer

Message

I’m a social service and help desk professional who resolves sensitive cases with accuracy.

United States

Message

What I'm looking for

I’m looking for a role where I can support high-volume cases, de-escalate sensitive situations, and drive resolution with accurate CRM documentation, strong follow-up, and policy-based guidance—while partnering cross-functionally to improve outcomes.

I’m a customer support, social service, and help desk professional with experience supporting sensitive case inquiries, ticket resolution, technical troubleshooting, and remote call center workflows. I’m known for de-escalation, empathy, confidentiality, and a quality-first approach that protects service standards and documentation integrity.

Since Jul 2022, I’ve worked as a Social Service Specialist III with the Mississippi Department of Child Protective Services, resolving high-volume public service inquiries across phone, email, and chat. I manage escalations and sensitive cases, document details for continuity and compliance, and analyze trends and customer feedback to recommend improvements that reduce repeat contacts and improve outcomes.

Earlier, I served as a Customer Service Representative at Conduent, handling inbound calls while using structured troubleshooting, policy guidance, and accurate CRM notes to improve first-contact resolution. I also supported HR as a Mercedes HR Tier II specialist and provided technical support at Mississippi State University, where I diagnosed hardware/software issues and documented solutions to strengthen service quality and reduce downtime.

Experience

Work history, roles, and key accomplishments

Current

Social Service Specialist III

Current

Mississippi Department of Child Protective Services

Jul 2022 - Present (3 years 11 months)

Resolved high-volume public service inquiries across multiple channels, providing clear guidance and timely follow-up. Managed escalations and sensitive cases while documenting details for continuity, reporting, and compliance.

Customer Support Case Management Escalation Handling De escalation Timely Follow Ups

Customer Service Representative

Conduent

Jun 2020 - Jul 2022 (2 years 1 month)

Handled high-volume inbound calls while meeting quality and performance expectations. Resolved billing and account questions using structured troubleshooting, policy guidance, and accurate CRM notes, with detailed interaction documentation for follow-up and first-contact improvement.

Phone Support Email Support Chat Support Technical Troubleshooting Ticket Management Salesforce Complaint Resolution Data Entry

HR Tier II Support

Mercedes HR Tier II

Sep 2014 - Mar 2020 (5 years 6 months)

Provided tier II support for employee relations and HR inquiries, including conflict resolution and confidential documentation. Tracked HR metrics and employee records to support reporting accuracy and process improvements.

HR Support Employee Relations Conflict Resolution Confidentiality Policy Compliance Data Entry Process Improvement Cross Functional Collaboration

Technical Support Specialist

Mississippi State University

Jan 2009 - Aug 2014 (5 years 7 months)

Diagnosed and resolved hardware and software issues, documenting solutions to improve future response time. Collaborated with cross-functional teams to streamline support processes, reduce downtime, and improve service quality.