Candi Grooms
N. Chesterfield ,VA
Summary
To obtain a challenging position as an organized and dedicated Lead/Team player with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
10
10
years of professional experience
Work History
Quality Control
Richmond City Hall
07.2024 - Current
- Company Overview: Robert Half
- Conduct regular reviews and audits of financial data and records to identify any discrepancies or errors
- Develop and implement quality control processes and procedures to ensure accuracy and consistency in financial reporting
- Collaborate with internal teams to establish and maintain quality control standards
- Perform ongoing monitoring and surveillance of financial transactions to detect and prevent any fraudulent activities or irregularities
- Analyze financial data and reports to identify trends and patterns and provide recommendations for improvement
- Train and educate staff members on quality control protocols and best practices
- Stay up to date with industry regulations and requirements to ensure compliance in all quality control activities
- Robert Half
Customer Service Office Assistant Night Leader
Food Lion
10.2019 - Current
- Ensures store office functions are completed accurately and on time using entry of data for accounting packets; communicates all cash variances to the Assistant Customer Service Manager
- Maintain knowledge of office procedures including cash reports, register checkups, deposits, Western Union, Money Orders, pickups, loans, reconciling registers, and closing of office and front at the end of night
- Ensure the workstations and front-end area of the store has a neat and clean presentation
- Maintains proper knowledge of all sales associate register functions and Front-End accounting services
- Performs the task of sales associate and customer lead as needed per the surge plan guidelines
- Observe and correct all unsafe conditions that could cause associate or customer accidents
Default Production Specialist
Truist Bank
12.2022 - 01.2024
- Responsible for monetary or non-monetary transactions, processing, imaging documents / mail
- Provided excellent customer service to all internal business partners and external clients by way of inbound/outbound calling and/or written correspondence following a positive client experience model
- Completed and maintained with accuracy any documentation for any required logs, system notes, dual control tasks, inventory and forms (operational and legal)
- Maintained an understanding of various cross-trained functions to support teammates and any work overflow for seamless execution and business continuity
- Ensured clear and effective communication with leadership and external partners, as applicable, on topics such as inventory, meeting deadlines, reporting and escalating potential production or quality issues and recommendations on improvements
- Met/exceeded established individual and departmental production and quality metrics in accordance with established policies and procedures and ensure proper Federal, State, and regulatory requirements are met
- Processed daily workflow queues to ensure all assigned tasks are completed within established timelines and service level agreements
DDA Recovery Specialist
SunTrust Bank
08.2016 - 12.2022
- Responsible for servicing inbound and outbound collection calls associated with overdrawn and charged off DDA
- Assisted with providing on the job training and ensured bank collection policies and procedures were followed
- Negotiated payment arrangements, payment plans, and settlements on delinquent accounts
- Reviewed legal documents sent to clients to ensure quality assurance and delivery
- Analyzation of commercial business accounts of ledger balances
- Loan portfolio management by documenting transactions, loan modification, payment processing, light stream accts and repo referral
Web Support Team Lead
Teleperformance
09.2014 - 07.2016
- Accountable for achieving business goals for a team of up to 25 associates within unit
- Provided accurate, specific and timely feedback to CSRs to ensure monthly key performance indicators are being met
- Coached and developed to consistently meet monthly MSAT goals
- Motivated and developed associates and helped them achieve their career aspirations
- Worked closely with Operations Manager on how to improve our programs performance
Education
Class A CDL - Hazmat/Tanker Endorsement
CDS
Chester, VA04.2024
Criminal Justice -
Bryant & Stratton
Richmond, VA08.2013
Equivalent Diploma -
Meadowbrook High
Richmond, VA06.2005
Skills
- Critical Thinking
- Leadership and Management
- Exceptional Interpersonal skills
- Staffing and Scheduling
- Ability to analyze & resolve conflict
- Decisive
- Adaptability
- Analytical Skills
- Customer Service
- Attention to detail
- Communication
- Time Management
Timeline
Quality Control
Richmond City Hall
07.2024 - Current
Default Production Specialist
Truist Bank
12.2022 - 01.2024
Customer Service Office Assistant Night Leader
Food Lion
10.2019 - Current
DDA Recovery Specialist
SunTrust Bank
08.2016 - 12.2022
Web Support Team Lead
Teleperformance
09.2014 - 07.2016
Class A CDL - Hazmat/Tanker Endorsement
CDS
Criminal Justice -
Bryant & Stratton
Equivalent Diploma -
Meadowbrook High
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