CANDILICIOUS GAFFNEY
Phoenix,AZ
Summary
Dynamic professional with extensive experience in financial services and call center management. Focused on enhancing service quality through effective team leadership, compliance adherence, and streamlined client communications. Proven ability to mentor staff and manage complex projects while maintaining high standards.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Executive Manager
Esquire Capital Partners
Mesa, Arizona
11.2020 - 09.2026
- Managed borrower support requests, resolving inquiries to enhance service quality.
- Guide loan term negotiations while maintaining compliance with regulatory guidelines.
- Oversee review and maintenance of client documentation for accuracy and completeness.
- Completing notarizations and data entry to support current and accurate records.
- Integrated telephony and productivity platforms, streamlining client communications for improved interactions.
- Manage multiple projects simultaneously while meeting tight deadlines without compromising quality standards.
- Oversee team performance, mentoring staff to improve skills and productivity.
Manager
Bank of America
Phoenix, AZ
02.2007 - 10.2024
- Led call center operations, ensuring adherence to protocols and service excellence.
- Monitored and coached customer service representatives, enhancing team performance and service quality.
- Delivered training and fostered a collaborative team environment, strengthening team dynamics.
- Maintained financial accounts and ensured service targets were met through accurate data entry.
- Created monthly reports for senior management summarizing operational performance metrics.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
Education
High School Diploma -
Fountain Head Academy
Phoenix, AZ06-1992
Skills
- Customer Service & Support
- Call Center Operations
- Management
- Team Leadership & Training
- Problem-Solving & Issue Resolution
- Communication & Client Relations
- Document Review & Record Keeping
- Data Entry & Attention to Detail
- Time Management & Organization
- Microsoft Word & Excel
- Notary Services
- Business Administration Management
- Brand Management
- Consultant
Certification
- Certified Notary Public, Notary Signing Agent (LSA)
- Officiant
Skills
Bilingual: English & Spanish
Timeline
Executive Manager
Esquire Capital Partners
11.2020 - 09.2026
Manager
Bank of America
02.2007 - 10.2024
High School Diploma -
Fountain Head Academy