CANDACE COLLINS
Columbus,GA
Summary
Dynamic Customer Experience Manager at The Home Depot Inc, skilled in client relationship management and operational efficiency. Achieved significant improvements in customer satisfaction through effective problem-solving and team leadership. Leveraged data analytics to enhance service delivery and drive sales strategy, ensuring a proactive approach to client needs and business challenges.
Overview
20
20
years of professional experience
Work History
Customer Experience Manager
The Home Depot Inc
03.2018 - Current
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Risk Management Analyst AMEX
TSR Solutions
02.2010 - 05.2018
- Conducted regular reviews of company policies and procedures for alignment with regulatory requirements and industry best practices.
- Assisted in the development of a comprehensive risk assessment framework for evaluating potential threats to organizational compliance systems.
- Collaborated with IT department to implement secure data management practices, safeguarding sensitive information.
- Assisted in thedevelopment of internal compliance portal, improving accessibility of compliance resources for employees.
- Investigated allegations to check validity and recommend actions to minimize risk.
Fraud Prevention Specialist
USA Discounters
01.2005 - 02.2010
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Designed and implemented feedback loop with customer service, improving fraud detection and prevention strategies.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
Education
Bachelor of Science - Computer And Information Sciences
Southern New Hampshire University
Hooksett, NH04-2015
Skills
- Customer service
- Data analysis
- Client relationship management
- Project management
- Employee training
- Sales strategy
- Problem solving
- Team leadership
- Operational efficiency
- Data analytics
Timeline
Customer Experience Manager
The Home Depot Inc
03.2018 - Current
Risk Management Analyst AMEX
TSR Solutions
02.2010 - 05.2018
Fraud Prevention Specialist
USA Discounters
01.2005 - 02.2010
Bachelor of Science - Computer And Information Sciences
Southern New Hampshire University
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