Candice S. McRae
Burtonsville,MD
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
31
31
years of professional experience
Work History
Training Compliance Specialist
MARYLAND FOOD BANK
12.2021 - 01.2023
- Identified, investigated and documented compliance violations and recommended corrective measures.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Developed lesson plans, instructional materials and written practice tests for Maryland State and Feeding America Food Pantry Management Courses
- Designed and delivered web-based, self-directed learning materials.
- Converted all curriculum and programs from print to digital, creating supplementary materials like practice tests, exercises, videos and interactive quizzes for instructors and students.
- Built constructive trainer and vendor relationships for successful program delivery.
Member Account Representative
EDUCATIONAL SYSTEMS FCU
06.2021 - 12.2021
- Received over 100 inbound account and loan inquiries from union members; processed payments, account research/adjustments, and credit card fraud claims.
- Assisted members with correcting account, service, and system issues, and performed tier 1 troubleshooting of the online banking portal.
Account Executive
ALIGNSTAFFING
07.2019 - 12.2020
- Managed temp and permanent staffing accounts for over 50 public and charter schools in Washington DC from July 2019 to March 2020: negotiated staffing contracts, managed talent pool, and coordinated fulfillment efforts with recruitment team and business consultants.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Streamlined account management processes resulting in improved efficiency across the team.
- Developed sales strategies for targeted market growth and increased profitability.
- Negotiated pricing, contracts, and terms with key clients to secure new business deals.
- Conducted regular sales presentations to showcase company offerings and demonstrate product value.
Contractor
LRA DBA DELOITTE
08.2018 - 12.2018
Senior Enterprise Account Manager
VERIZON COMMUNICATIONS
01.2008 - 08.2018
- Managed national business accounts as the main point of contact for the procurement population; effectively managed account churn and analytic reporting including data usage and international charges; performed 360 account management cycle for fortune 500 corporate clients
- Developed and delivered a New Hire program for the Business Government Enterprise group; created a virtual "day in the life" model to assist agents with multi-tasking
- Provided comprehensive monthly and annual reporting on account performance, enabling clients to make data-driven decisions about future lines of service.
- Participated as Lead Trainer for Government Operations - South Division and Acting Trainer during 2 year internship
- Recipient Verizon President's Award
- Developed compelling presentation decks using PowerPoint and Canva to gain approval for ideas and communicate results
- Implemented strategies to increase revenue and line attainment by working with sales to develop competitive contracts and incentives based on deployment
- Maintained a high client retention rate by providing exceptional customer service and anticipating client needs including offering solutions to meet the needs of the growing business
- Implemented Video Conference meetings with clients for quarterly review resulting in department-wide camera upgrade and was added as a performance metric
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
- Championed the adoption of new technologies within the team to streamline workflows, reduce manual tasks, and improve overall efficiency in account management.
- Worked with service and project management departments to provide total support to clients.
Senior Sales Training Specialist II
SANDY SPRING BANK
01.2005 - 01.2007
- Utilized ADDIE instructional design methodology to create effective learning experiences.
- Developed and facilitated new hire training courses for platform and assistant branch managers, specializing in basic to advanced bank training and regulatory guidelines
- Administered entry exams for teller staff including testing and simulations using basic math, client service scenarios, and performing other cash management tasks.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Documented participation and evaluated learning for each participant using Cornerstone LMS
- Developed training handbooks, computer tutorials and reference materials.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Supervisor of Delivery Operations
Sears Roebuck
01.2004 - 01.2005
- Managed 12 inbound delivery specialists for inbound home delivery and returns; monitored and coordinated coverage with ACD system; managed employee scheduling and training; handled escalations, utilizing retention tools for customer satisfaction.
- Streamlined internal communications with the implementation of new tools, improving response times and collaboration between team members.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
- Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
Collector Agent
Ford Motor Credit Company
03.2002 - 09.2004
Call Center Trainer
Riggs Bank
11.1991 - 12.1997
- Promoted from Call Center Supervisor to Trainer in 1995
- Developed and implemented successful onboarding program.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed and delivered 2 week training program for inbound, outbound and correspondence teams
Training Developer
Chevy Chase Bank
09.1997 - 01.2001
- Provided job analysis in line with instructional design principles utilizing the ADDIE Model to develop 4 week, new hire training program for the contact center
- Effectively implemented best training practices and adult learning principles in the planning and creation of instructional materials.
- Collaborated with instructors to prepare online materials, content, and tools to facilitate training program for contact center and outbound sales and service
- Designed manual and course materials, supported implementation, and managed administration tasks required for classroom preparation.
Education
B.A., Instructional Systems Design -
ASHFORD UNIVERSITY
San Diego, CA01.2018
Skills
- Call Center Operations
- Training delivery and coordination
- Data and analytics
- Microsoft Office Proficient
- Customer Relations
- Operations Management
Photography Experience
- PROFESSIONAL PHOTOGRAPHER ASSOCIATION, 2022
- HC PARKS AND RECREATION, Columbia, MD, Photography Instructor, Spring/Summer 2023
- LIFETOUCH/JCP STUDIOS, Columbia, MD, Candid Photographer MCPS/HCPS 2023-Current (Part-Time)
- Portfolio and references available at request
Timeline
Training Compliance Specialist
MARYLAND FOOD BANK
12.2021 - 01.2023
Member Account Representative
EDUCATIONAL SYSTEMS FCU
06.2021 - 12.2021
Account Executive
ALIGNSTAFFING
07.2019 - 12.2020
Contractor
LRA DBA DELOITTE
08.2018 - 12.2018
Senior Enterprise Account Manager
VERIZON COMMUNICATIONS
01.2008 - 08.2018
Senior Sales Training Specialist II
SANDY SPRING BANK
01.2005 - 01.2007
Supervisor of Delivery Operations
Sears Roebuck
01.2004 - 01.2005
Collector Agent
Ford Motor Credit Company
03.2002 - 09.2004
Training Developer
Chevy Chase Bank
09.1997 - 01.2001
Call Center Trainer
Riggs Bank
11.1991 - 12.1997
B.A., Instructional Systems Design -
ASHFORD UNIVERSITY
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