Candace Lang
Indianapolis,IN
Summary
Customer-focused service leader with 10+ years of experience coaching teams, improving customer satisfaction, and streamlining operations in insurance and hospitality settings. Proven ability to develop talent, manage contingent workforces, and deliver reliable, accurate administrative support. Strong communicator with a track record of motivating teams to meet and exceed KPIs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Contingent Workforce Supervisor
Safeco / Liberty Mutual
05.2025 - Current
- Supervise a team of 21 contractors and temporary employees, setting expectations and monitoring performance against KPIs.
- Ensure accurate weekly timesheets and timely payroll submission, reducing billing discrepancies and payment delays.
- Deliver regular one-on-one coaching and quarterly performance reviews to set goals, document progress, and drive development.
- Partner with trainers to refine class content and logistics, improving new-hire readiness and classroom outcomes.
- Support cross-functional projects to streamline contingent workforce processes and improve operational efficiency.
- Recognition: 2025 Quarterly Impact Award (Q2 Team).
Service Coach
KDS
01.2025 - 05.2025
- Conducted coaching sessions and performance feedback for Customer Service Representatives; mentored new hires to accelerate onboarding.
- Collaborated with management to define KPIs and maintain up-to-date product knowledge for coaching relevance.
- Assisted in developing coach training materials and implemented an organized calendar system for Wilo.
Senior
Contingent Workforce
01.2020 - 05.2025
- Reviewed calls and provided constructive feedback to improve quality and customer outcomes.
- Coordinated with scheduling partners to maintain accurate timecards and monitor attendance.
- Analyzed adherence reports to identify staffing and behavioral concerns and recommend corrective actions.
- Employed de-escalation techniques for complex customer issues and designed engagement initiatives (games/contests) to boost morale.
- Conducted interviews and provided one-on-one support to help team members meet goals.
- Active member and Chapter Leader, Indianapolis LEADA chapter.
Senior Gold CSR
03.2018 - 01.2020
- Served as acting lead during supervisory leave, maintaining team performance and service continuity.
- Mentored multiple new hire classes and developed targeted action plans based on team result analysis.
- Organized employee engagement events (e.g., MLK History Trivia) as part of LEADA activities.
Gold CSR
03.2015 - 03.2018
- Managed personal line policies and provided coverage counseling to customers, acting as a trusted advisor.
- Resolved complex billing issues and recommended appropriate Safeco products to meet customer needs.
- Led Customer Service Week initiatives and contributed to the Employee Engagement Team (ROQS).
- Recognized as CSR of the Month seven times and received national accolades for continuous improvement.
Cast Customer Service Representative
11.2014 - 03.2015
- Assisted customers with online support tasks including bill payments and document management.
- Routed customers to appropriate departments to ensure timely resolution.
Education
Associate degree - Travel and Hospitality Management
International Business College
Indianapolis, INSkills
- Coaching and development
- Performance management
- Customer service expertise
- Timekeeping & payroll coordination
- Onboarding & training design
- Process improvement & cross-functional collaboration
- Experienced in Microsoft Word and Excel
- Efficient typing speed of 75 WPM
Certification
- Property & Casualty Personal Insurance Lines License
- Circle of Excellence Award, 2023
- 2025 Quarterly Impact Award (Q2 Team)
Timeline
Contingent Workforce Supervisor
Safeco / Liberty Mutual
05.2025 - Current
Service Coach
KDS
01.2025 - 05.2025
Senior
Contingent Workforce
01.2020 - 05.2025
Senior Gold CSR
03.2018 - 01.2020
Gold CSR
03.2015 - 03.2018
Cast Customer Service Representative
11.2014 - 03.2015
Associate degree - Travel and Hospitality Management
International Business College