Candice R. Email & Phone Number

- Lead and manage end-to-end projects focused on contact strategy, collaborating with operational stakeholders and analytics teams to design and implement productivity tools and systems that optimize customer interactions.- Conduct in-depth analysis of customer relations, satisfaction surveys, and operational metrics to identify opportunities for process improvement and enhance customer experiences.- Develop and deploy operational project plans, including cross-departmental timelines, to ensure smooth execution of customer care initiatives.- Collaborate directly with managers and senior managers to assess project statuses, define goals, and prioritize initiatives aligned with company objectives.- Maintain comprehensive project documentation (timelines, budgets, contracts, etc.) and ensure effective communication of project status (green, yellow, red) to stakeholders across all levels of the organization.- Identify and proactively address project barriers to ensure on-time delivery and successful project completion- Manage the roll-out of new systems and tools for internal users, facilitating training and ensuring alignment with organizational goals.

- Spearheaded meetings with the stakeholders and effectively communicated QA initiatives to foster a collaborative environment and ensure accountability- Developed task prioritization tools, aligning with business objectives and enabling effective progress tracking- Leveraged reports and dashboards to deliver crucial information to supporting groups, promoting transparency and informed decision-making- Conducted data analysis to identify opportunities for process improvement within QA services, driving efficiency and excellence

Phoenix, Arizona Area

-Provided insights into customer interactions to elevate the customer experience-Focused on advocate development and worked cross-departmentally to provide consistent and effective training material-Identified, analyzed data, and uncovered trends and metrics to improve a processSkills: SQL, Tablaeu, SF data reporting, Monitoring/coaching peers to daily metrics, People management

Accomplishments:-Recognized as the most valuable senior advocate in business operations-Managed daily metrics and tracked progress through Salesforce CRM-Fielded internal questions regarding policies and procedures, guiding verification-Facilitated training and assisted in the development of new hires through mentorship and side-by-side coachingSkills Gained: SQL, Tablaeu, SF data reporting, Monitoring/coaching peers to daily metrics, People management, problem-solving difficult/escalated client situations

Tempe, Arizona Area

Specialization: Pre-Fi, Strategic PartnershipAccomplishments:-Participates developing a mutually beneficial relationship with lenders and all impacted parties-Resulting in increase of sales conversion over 11% (Q1 vs Q4)-Researching and partnering with product website areas of opportunity/process improvements-Performs various underwriting functions and provided support to managerial operations-Study trends of leads and sales and create presentation to present to management -Dedicate nurturing and educating the leads to create an expedited & effortless processSkills Gained: SQL, Tableau, Salesforce reporting, project management, Subject matter expert customer service

Phoenix, Arizona

Accomplishments: -Educate leads about Carvana resulting in increase conversion from leads to sales-Demonstrate strong interpersonal communication while simultaneously exuding professionalism in a high energy environment-Organizational & detail-oriented with the ability to prioritize and manage differing the needs of the business-Meeting required QA and Adherence threshold performance-Aptitude to multi-task and prioritize within multiple systemSkills Gained: Salesforce reporting, Daily Data Report, Microsoft, G-Suite

Accomplishments: -Demonstrate ability to work with and support cross-functional project teams-Collaborate with the teams to develop and implement an effective customer management strategy-Research the current market values among the millennial and assisted to built a data report-Manage & develop a visual support to an executive presentationSkills Gained: working cohesively with a cross functional team, communicating with C-suite executives, project management, Salesforce reporting

Arizona State University

-Leading a cognitive-dissonance based program-Collaborated with other peer leaders with instructing the participants-Assisting with participant recruitment and collect data-Communicated with professional staff on a regular basis and provided feedback

Phoenix, Arizona Area

-Lead a group of K-6th grade youths and encouraged students to participate in class activity-Provided clear direction and guidelines to students to achieve the daily goal-Ensure a safe and healthy environment and complete daily tasks assigned-Mediated conflict between students through open listening and objective judgement-Maintain classroom organization and rotate materials on a regular basis

Mesa, Arizona

-Prepared the course materials and lead the classes individually-Acknowledged individual’s learning differences and accordingly planned weekly course material-Created visual aids and flashcards for enhanced learning experience-Created an exams occasionally with their verbal and written skills