Candace Wilson Email and Phone Number

CareIQ Intake specialist

Coaching and Development and Corporate Quality Assurance

Coaching and Development of new hiresCorporate Quality ReviewsRemote call center environment Survey Results and Review with CSR’s

Subject Matter Expert, proficiency coach, escalation resolution

Case Manager for Default Servicing Complaint Resolution in Litigation at Bank of America. A Customer Relationship Manager is the single point of contact for the borrower or appointed internal counsel. My specific focus is to provide a deep understanding of appropriate home retention options for borrowers that are in default, or facing financial hardship that can potentially become imminent default. Solutions focus on collections, repayment plans, special forbearance, loan modifications, short sales, deed in lieu and or foreclosure. Specific Key Responsibilities:*Proactively involved in servicing quality investors and conventional mortgages as well as home equity loans; managing customers through the entire loan process, from data collection and analysis through loan conclusion; and maintaining positive client relationships*Resolve highly escalated complaints that come from the Office of the CEO and President's office*Collect and analyze financial documents that are to be submitted for a loan modification review*Consult with borrowers and advise them of options for home retention by presenting the advantages and disadvantages of different alternatives to foreclosure to determine the best option to meet the customer’s needs and financial circumstances, as well as managing the customer through the entire loan process by setting accurate and precise expectationsKey Metrics:*Timeliness of modification decision and delivery*Timeliness of complaint resolution*Delivery of End-to-End Case Management*Compliance to regulationsLeadership Competencies:*Customer Client Focus*Setting Strategic Direction*Evaluating Process Management Gaps

Lead Sales Associate in Customer Marketing with a record of success in Customer Marketing Line of Business targeted around credit cards.Specific Key Responsibilities*Service inbound calls in regards to credit card products and services such as balance transfers, billing analysis, credit line consolidation, credit line risk management.*Proactively solicit balance transfers to credit card consumers to consolidate external and internal credit card debit at a lower promotional interest rate to resolve balances faster. *Proactively solicit bank products and services that fit customer's needs to enhance overall customer relationship with the bank.

Lead Account Services Specialist where my primary role was in the retention of Sprint's consumer customers. Responsible for improving customer retention through programs and services provided to the customer. Works extensively with the customer to resolve billing problems, account activation, and technical issues in an effort to retain our customers service and relationship with Sprint. High level of overview understanding of the full suite of Sprint products, services and promotions.Specific Key Responsibilities:*Account Services specialist in Retention that focused on churn reduction, rate plan analysis, and cellular devices that fit customers needs.* Execute on one call resolution for customer complaints in regards to rate plan analysis, cellular device or network issues.

Record of success by leading consistently by being recognized as top 5% of sales quota in the call center site overall each quarter.Specific Key Responsibilities* Call center outbound telemarketing calls to prospective local and long distance customers. *Responsible for maintaining intense goals and quotas of local and long distance/international customer base by soliciting benefits of MCI long distance rate plans compared to current provider.*Participated in multiple call campaigns such as local and long distance/international partnership campaigns.