Summary
Overview
Work History
Skills
Timeline
Generic

Candice Cole

Walkersville,Maryland

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

13
13
years of professional experience

Work History

Certified Fitness Trainer

N/A
Walkersville, MD
09.2021 - Current
  • Assisted clients in performing exercises properly to maximize results and minimize risk of injury.
  • Monitored client progress and adjusted training plans accordingly.
  • Created a safe and positive atmosphere for clients to work out in.
  • Conducted initial assessments of clients to determine exercise levels, medical history.
  • Motivated clients by providing encouragement throughout sessions.
  • Incorporated different types of training into workouts when appropriate.
  • Explained the benefits of strength training techniques along with cardiovascular activities.
  • Researched current trends in fitness training methods to stay informed about best practices.
  • Attended continuing education seminars or workshops related to fitness or health topics.
  • Kept abreast of developments within the field of personal training through reading relevant literature.
  • Communicated with clients to determine goals and performed client assessments.
  • Demonstrated safe and proper exercise techniques to clients.
  • Created personal training experiences for clients.
  • Assisted clients with developing reasonable diets and nutritional guidelines.

Customer Advocacy Manager

ServiceMac
Fort Mill, SC
02.2022 - 12.2023
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
  • Expressed appreciation for patronage, inviting and encouraging customer return visits.
  • Completed continuing education and training programs for professional development.
  • Monitored trends and recommended customer service improvements to enhance team success
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.

Executive Resolution Manager II / CCRG IR Team

Wells Fargo Home Mortgage
01.2015 - 01.2018
  • Managed a team of 13 representatives for peak performance and exceptional customer experience.
  • Work with the Quality team to insure compliance and procedures are understood across both teams.
  • Coached my representatives to utilize their empowerment's through our tools and procedures and insure that they submit request for updates when the procedure does not make sense to them.
  • Bring creative ideas on how to create a team of people who want to do their best and who want to learn and grow.
  • Supported onboarding of new employees by supplying key job information, including organizational policies, job duties and employment benefits.
  • Launched wellness plans to reduce stress, boost morale and increase productivity.

Loan Administration Manager / Quality Assurance

Wells Fargo Home Mortgage
Frederick, MD
01.2014 - 01.2015
  • Managed a team of 8 Quality Representatives who review the loans for risk, compliance, and customer excellence issues.
  • Implemented a level release audit plan for reviewing a sampling of loans that have had a customer response from our Customer Excellence Group.
  • Review audit appeals from management through our appeals process.
  • Work closely with upper management to discuss trending and processes that may have gaps.
  • Implemented side by side coaching’s with the QA and the operations team members.
  • Created a satisfaction survey for the QA group to help understand what is being requested of the QA team.
  • Help to implement a risk based scorecard for our maintenance teams.
  • Was nominated and won the Team Excellence Award for our work on the Cease and Desist Cleanup project.
  • Volunteered for the Ft Detrick Alliance food distribution, volunteered for the Kiwanis club wrapping gifts at the mall, and volunteered with the Salvation Army to take applications for holiday assistance throughout 2014 in support of Wells Fargo.

Loan Administration Manager

Wells Fargo Home Mortgage
Frederick, MD
01.2011 - 01.2014
  • Managed a team of 13 Written Customer Contact representatives.
  • I was able to coach the members for peak performance and production.
  • Insured work was done in a timely manner by meeting with the representatives weekly to go over items before they are aged.
  • Tracked the team member’s production so that we could increase their overall production percentage.
  • My team was able to make top Quality amongst other teams two years in a row.
  • I was given new hires to coach and bring up to standards by setting coaching and performance goals.
  • I created the Business Continuity Plan (BCP) for Written Customer Contact group which entailed working closely with the BCP main office in Iowa and doing regular testing throughout the year to ensure we were in compliance and to keep risk low in case of an incident.
  • Creating the BCP plan entailed research on what our company would do in case of a disaster, what fines we would be charged if we failed a RESPA guideline.

Skills

  • Call center
  • Coaching
  • Customer satisfaction
  • Customer Service
  • Customer service training
  • Hiring
  • Insurance
  • Leadership
  • Mentor
  • Processes
  • Quality Assurance
  • Research
  • Supervisor
  • Written

Timeline

Customer Advocacy Manager

ServiceMac
02.2022 - 12.2023

Certified Fitness Trainer

N/A
09.2021 - Current

Executive Resolution Manager II / CCRG IR Team

Wells Fargo Home Mortgage
01.2015 - 01.2018

Loan Administration Manager / Quality Assurance

Wells Fargo Home Mortgage
01.2014 - 01.2015

Loan Administration Manager

Wells Fargo Home Mortgage
01.2011 - 01.2014

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Candice Cole