Candace Humphrey

Customer Care Representative

First Advantage

Jul 2024 - Jan 2025 (7 months)

• The Global Customer Care Associate received, evaluated, and answered customer inquiries in a timely manner. • Interacted with customers via phone, chat and email to provide information in response to routine inquiries about background check searches. • Handled and resolved general issues or complaints. • Success in this role required strong organizational skills, high attention to detail, effective time management, solid decision-making, keen problem-solving skills, and excellent communication. • Documented all interactions using salesforce

W

Member Service Representative

WHEELS UP

Oct 2022 - May 2024 (1 year 8 months)

• Answered member calls regarding private flights • Booked flights, set up ground transportation, and in flight catering • Provided quotes for flights • Provided current day information regarding flights DAY OF • Provided flex/delay updates. • Provided weather updates • Updated missing passenger information • Updated passports for any international travel • Provided information for international travel requirements • Corresponded to members using salesforce • Handled internal and external customer inquiries and support tickets via email, Slack, and our website chat • Facilitated corporate travel on Worldspan

Customer Service Level 3 Advisor

Group

Mar 2018 - Sep 2022 (4 years 7 months)

• Received inbound calls from Advisors with service related issues. • Processed fee increase requests • Processed receipt of revision requests and resolutions • Exercised the appropriate judgment when escalated issues may require a supervisor or manager. ◦ Analyzed problems and followed through to resolution. • Worked collaboratively with other business units to assure satisfaction of the needs of our advisors. • Demonstrated knowledge of investments and financial markets and appropriately apply key principles • Reviewed, process and follow up on brokerage account request including asset movement, IRA distributions, journals between accounts, and other cash and asset processing • Provided Tier 1 password reset support for advisors

Patient Service Representative

MetaSource

Oct 2012 - Aug 2015 (2 years 11 months)

• Verified Enrollment Forms for program • Verified benefits and coverage through Medconnect and Medicare.gov • Conducted electronic eligibility check • Inbound/ outbound calls to patients and/ or patients primary care physician ◦ Created new patient accounts • Created and process triage cases • Educated on Medicare and Low Income Subsidy programs and requirements • Verified benefits and coverage through Medconnect and Medicare.gov • Utilized Salesforce to set up new accounts and verify patient accounts.

M

Client Service Representative

Merrill

• Provided quality customer service support for some Advisory, FAC and MLD clients requesting retail, retirement and brokerage account products/ service • Assisted with features through inbound calls or emails utilizing professional oral, written and problem-solving skills. ◦ Accountabilities included but were not limited to providing account balances and activity, deposit rates, checking information, internal systems assistance, explaining and processing transactions. ◦ Communicate directly with clients daily via email and phone ◦ Managed high email volume and respond to client requests in a timely manner ◦ Educated clients on processes and procedures ◦ Issued client status updates ◦ Demonstrated ability to accurately calcula

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