Candice N. Lloyd
Madison
Summary
Results-oriented leader with over a decade of experience driving organizational improvement across diverse industries, including sales, healthcare, and service sectors. Proven track record in developing training programs, optimizing processes, and enhancing customer satisfaction. Adept at building high-performing teams that foster collaboration and improve client engagement. Strong analytical skills and a strategic mindset enable effective problem-solving and decision-making. Currently pursuing a Master’s in Human Resource Management to further enhance my ability to lead and develop talent in alignment with organizational goals.
Overview
20
20
years of professional experience
Work History
B2B Air & Energy Team Lead
LG Electronics, Inc.
08.2023 - Current
- Contributions:
- Developed training program for employee proficiency
- Redesigned Overdue Hold Report to promote efficiency for the Sales Team
- Created Business Standards manual to set expectations for new hires
- Responsibilities:
- Train/Coach new and current employees for Air & Energy department
- Manage AE and EVC Zendesk Email Ticket Program
- Manage vendor contracts, facilitate vendor contract from start to finish to include account setup in GERP and GSFS systems
- Serve as a case manager, utilizing GSFS system
- Troubleshoot PTAC products to include dispatching repairs and sending out parts
- Utilize Warranty Claims Report to determine claims that need to be manually released; send results to Claims Department.
Community Outreach Specialist
ITC Defense
08.2020 - 03.2024
- Contributions:
- Audio Engineering Consulting for multiple Hub Zone companies
- Responsibilities:
- Contribute knowledge and expertise to nonprofit organizations in support of ITC Defense Hub Zone support program.
Legal Contracts Administrator / Travel Visa Administrator
ADTRAN, Inc.
07.2018 - 05.2023
- Contributions:
- Developed Power Forms for more efficient process flow in DocuSign
- Redesigned filing system for physical Contract Retention
- Assisted with Development of Sales Force creation and implementation
- Developed new process for employee Travel Visa program
- Responsibilities:
- Manage Contracts and notes in the Contract Logix system.
- Create and execute standard Non-Disclosure Agreements (NDAs)
- Assist Legal Counsel and Director of Contracts with obtaining authorized signatures for Contracts, as well as concurrences.
- Manage Group Email inboxes – Contract Services, and ADTRAN Legal
- Create and cascade Weekly, Quarterly, and End of the Year Legal and Contracts Reports
- Manage Legal Firm Invoices and create report for Finance department
- Managed office supplies
- Manage Travel Visa and Passport requests for HR Department; complete process with employee and make payments for Visa/Passports using company issued credit card.
- Create an expense report against charges for company issued credit.
Senior Technical Support Representative
ADTRAN, Inc.
04.2016 - 07.2018
- Contributions:
- Instrumental in developing and implementing new AOE process
- Responsibilities:
- Create and cascade Technical Support tickets to appropriate departments and assist with challenging Key issues on company website.
- Processed ProCare warranty items to include RMA and service dispatch.
- Stand in for receptionists at multiple tower locations when needed.
Supervisor of Special Projects Administration
LG Electronics, INC.
09.2005 - 01.2014
- Contributions:
- Instrumental in saving company over $3000 with proactive service and return prevention methods
- Improved customer-satisfaction ratings through development, and implementation of new customer service protocols
- Implemented manual for Special Projects process aimed at training and effective execution for employees.
- Acted as coach and mentor in training and development of new customer service personnel
- Responsibilities:
- Utilized corporate databases and Microsoft Office Suite to manage customer communications and provide administrative and service support to the Executive Service department and President’s Office as Level 2 manager
- Received several awards for consistently maintaining above average quality and adherence metrics
- Instrumental in development of procedural standards for departmental processes utilizing Alterian and BrandWatch Tools
- Performed as influential liaise for President and Public Relations cases.
Supervisor, Home Depot Escalations/Dealer Support
Home Depot
01.2006 - 01.2008
- Consistently achieved superior quality assurance metrics and received Customer Service Award for outstanding track record of positive customer feedback
Customer Service Representative
01.2005 - 01.2006
- Provided exceptional customer service to customers calling regarding product information, troubleshooting and service.
- Consistently achieved superior quality assurance metrics and received Customer Service Award for outstanding track record of positive customer feedback
- Promoted less than three months after entry, due to exceptionally vast learning abilities and proven results.
Education
Master of Science - Human Resource Management
Western Governors University
Salt Lake City, UTAssociate of Science - Music Production
Full Sail University
Tampa, FL01.2021
Bachelors of Science - Human Resources Management
Athens State University
Athens, AL01.2015
Associate of Science - Computer Science
Calhoun Community College
Decatur, AL01.2010
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Affiliations
- Society for Human Resource Management
- 2016
- North Alabama Chapter
Timeline
B2B Air & Energy Team Lead
LG Electronics, Inc.
08.2023 - Current
Community Outreach Specialist
ITC Defense
08.2020 - 03.2024
Legal Contracts Administrator / Travel Visa Administrator
ADTRAN, Inc.
07.2018 - 05.2023
Senior Technical Support Representative
ADTRAN, Inc.
04.2016 - 07.2018
Supervisor, Home Depot Escalations/Dealer Support
Home Depot
01.2006 - 01.2008
Supervisor of Special Projects Administration
LG Electronics, INC.
09.2005 - 01.2014
Customer Service Representative
01.2005 - 01.2006
Associate of Science - Music Production
Full Sail University
Bachelors of Science - Human Resources Management
Athens State University
Associate of Science - Computer Science
Calhoun Community College
Master of Science - Human Resource Management
Western Governors University
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