Candice Richards
West Valley City,UT
Summary
Results-driven management professional with proven track record of fostering team collaboration and driving results. Consistently delivers on organizational goals through effective leadership and adaptability. Known for strong interpersonal skills and ability to manage changing priorities with ease.
Overview
11
11
years of professional experience
Work History
Server
Longhorn Steakhouse
West Valley City, UT
10.2025 - Current
- Provided exceptional customer service by engaging with guests and anticipating their needs.
- Efficiently managed multiple tables, ensuring timely order taking and food delivery.
- Collaborated with kitchen staff to coordinate meal preparation and presentation standards.
- Assisted in training new servers on menu items and customer service protocols.
Operations Manager
Walmart.com GoLocal
Remote
01.2024 - 06.2025
- Facilitated end-to-end deployment of systems and tools, optimizing workflows and integrating technology solutions effectively.
- Coordinated efforts with product and engineering teams to transform client and internal feedback into actionable Jira tickets and comprehensive product requirement documents.
- Implemented strategic improvements to contact center systems, enhancing productivity and data accuracy in Salesforce and DAAS/Client Center.
- Engaged with diverse teams to tailor Salesforce solutions, enhancing workflows and driving operational efficiency.
- Enhanced Salesforce with detailed reporting and analytics tools, providing valuable insights into customer interactions and supporting strategic decision-making.
- Conducted ongoing assessments of GoLocal enterprise client support center platform performance, implementing strategic improvements to optimize service delivery and elevate customer satisfaction.
- Executed monthly Gemba process to identify improvement opportunities and implement system enhancements.
Team Manager
Walmart.com Customer Care
Remote
11.2016 - 01.2024
- Managed CRT Beta Specialty Team, overseeing training and skill development for 50+ agents to consistently deliver exceptional customer service.
- Applied Lean methodologies to implement a new company initiative that allows our associates to contact 3rd party vendors on behalf of our customers to reduce interaction rates and improve the Customer experience
- Successfully manage through change created by continued company acquisitions and e-Commerce brand integration
- I led the team to identify over 70+ master Jira tickets that led to customer experience improvement
- I supported the expansion of glass to Tier 1 as a SME
- Responsible for training execution for each Specialty LOB, monitor daily intervals to ensure SLA goals are met and move HC where needed to mitigate SLA misses
- Delivered MBR with internal business partners and key stakeholders to align on business results, identify trends, and lead calibration sessions
- Partner and collaborate with multiple leaders across all the lines of business I support to consistently enhance customer and associate experience
- Top leader amongst my peers in AES & Care Everyday scores by achieving an 85% or higher through effective engagement and collaboration across my teams
SAM Project Manager II
Walmart
Draper, UT
01.2023 - 07.2023
- Lead numerous W+ Care initiatives impacting all W+ members
- Cross collaborated with project sponsors and key stakeholders to ensure project readiness for a seamless project rollout
- Project leader of 4ITB meetings with various business partners and affected teams involved in the program to ensure new initiative implementation
- I've supported incoming funnel management & Prioritization with organized documentation
- Created new SOP communication for all W+ initiatives as well as to track program requirements and track all
Team Lead
Jet.com Inc. - Walmart
West Valley City, UT
07.2015 - 11.2016
- Provide positive direction and communication to employees daily
- Peer leader
- Pull metrics and reports daily for agents
- Take escalated calls / emails
- Provide empowering feedback and support for my team members
- Assisting my supervisor with coaching opportunities to ensure consistently great service
Education
HS Diploma -
Granite Peaks High School
Skills
- Lean six-sigma
- Relationship Management
- Organizational Development
- Process Improvement
- Project Management
- Strong work ethic
- Exceptional customer service
- Quality control
- Relationship management
- Problem-solving
- Time management
- Multitasking and organization
Timeline
Server
Longhorn Steakhouse
10.2025 - Current
Operations Manager
Walmart.com GoLocal
01.2024 - 06.2025
SAM Project Manager II
Walmart
01.2023 - 07.2023
Team Manager
Walmart.com Customer Care
11.2016 - 01.2024
Team Lead
Jet.com Inc. - Walmart
07.2015 - 11.2016
HS Diploma -
Granite Peaks High School