Summary
Overview
Work History
Education
Skills
Timeline
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Candice Baire Najhawan

Reading

Summary

Highly accomplished and results driven leader with over 20 years of extensive and varying CRM experience. I am passionate about leveraging deep knowledge and a proactive, learning oriented approach to significantly enhance organizational effectiveness and drive favorable outcomes.

Overview

7
7
years of professional experience

Work History

Consumer Credit Experience Advocate

Macy's
09.2023 - Current
  • Assist cardholders requesting to remove derogatory reporting from credit bureaus.
  • Assist cardholders with inquiry deletion request from credit bureaus due to fraud allegations.
  • Provide detailed information when cardholder receives adverse action letter.
  • Research and investigate pay history adjustment requests to provide decision-making in line with policy and regulations.
  • Determine FEMA eligibility for al requests.
  • Operate multiple systems at a time to ensure accurate reporting.
  • Correct bank error credit reporting.
  • Use and navigate multiple systems to ensure accurate credit reporting.
  • Process payments and billing adjustments.
  • File and document fraud and dispute claims
  • Maintain customer profiles.
  • Follow SOP for updating customer personal information.
  • Assist in opening and closing customer accounts.
  • Process credit applications.
  • Process, approve and/or deny credit limit increase requests.
  • Escalate unresolved issues to relevant internal teams.

Content Moderator

Webhelp
07.2023 - 09.2023
  • Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
  • Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
  • Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
  • Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
  • Streamlined moderation processes by implementing effective content filtering tools and techniques.
  • Enhanced data-driven decision-making through regular reporting of key moderation metrics to management.
  • Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.

Operations Supervisor

RDI
09.2018 - 02.2023
  • Oversee efficiency of operational processes.
  • Analyze business requirements and patient needs to better assist patients and drive department goals.
  • Research methods to improve operations and implement those changes by leading by example and following through.
  • Analyze agent data to curate individualized coaching and development to support business needs.
  • Assist escalated clients and provide satisfactory resolutions to benefit the patient and business.
  • Participate in strategic planning and goal-setting for various business functions, including IT and new market queues
  • Research methods to improve operations and reduce costs and implement those strategies.
  • Monitor and report on department performance
  • Supervise and train employees
  • Provide administrative support (e.g. attendance tracking, production agenda, etc.)
  • Ensure compliance with company policies and regulations (HIPPA, PCI)
  • Provide coaching and development to agents
  • Identify and resolve remote agent IT issues
  • Remotely monitor agent statuses
  • Identify and address agent outliers in KPIs
  • Live listen and spot coach technical support agents
  • Provide one on one remote assistance for new technical support agents
  • Collaborate with department head to write Standard Operation Procedures

Education

BBA - Business Administration

Southern New Hampshire University
Hooksett, NH
05-2028

High School Diploma -

Little Miami High School
Morrow
06-2004

Skills

  • Document filing
  • Document review
  • Analytical reasoning
  • Client representation
  • Risk mitigation
  • MS office
  • Organizational skills
  • Critical thinking
  • Active listening
  • Relationship building
  • Problem resolution
  • Complaint handling
  • Conflict resolution

Timeline

Consumer Credit Experience Advocate

Macy's
09.2023 - Current

Content Moderator

Webhelp
07.2023 - 09.2023

Operations Supervisor

RDI
09.2018 - 02.2023

BBA - Business Administration

Southern New Hampshire University

High School Diploma -

Little Miami High School

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