Candace Humphrey
Candidate Information
Email: [email protected]
Phone: 470-708-7403
Salary Expectation: $55K - $80K
Skills: Customer Service & Client Interaction Multichannel Communication: Extensive experience engaging with customers through phone calls, email, live chat, and internal messaging platforms (e.g., Slack). Conflict Resolution: Successfully handled customer complaints and escalations, applying sound judgment and professionalism. Client Relationship Management: Built and maintained strong client relationships, especially in high-touch environments like private aviation (Wheels Up) and financial services (Merrill Lynch, Advisor Group). Day-of-Service Support: Provided real-time updates and proactive support for private flight services, including weather, delays, and passenger data. Client Education: Guided clients through complex procedures and requirements—e.g., international travel documentation, Medicare coverage, or investment service processes. 🧑💼 CRM & Software Tools Salesforce: Used across multiple roles for case documentation, client communication, and new account creation. Slack: Communicated internally to address client issues and collaborate on ticket resolution. Worldspan (Travel Booking System): Used for facilitating corporate travel and flight bookings. Medconnect & Medicare.gov: Verified patient insurance and benefits for healthcare services. My Merrill & Online Banking Systems: Provided technical and service support for online financial tools. 💳 Finance, Banking & Investment Knowledge Brokerage Operations: Handled asset movements, IRA distributions, journals between accounts, and other cash/asset processes. Account Services: Assisted with account balances, deposits, retail and retirement products, and checking info. Tier 1 Tech Support: Provided password reset and basic technical support for multiple advisor platforms. Financial Markets Awareness: Demonstrated understanding of investments and financial principles to support advisors and clients. 🏥 Healthcare & Patient Support Patient Account Management: Created and maintained patient records, processed triage cases, and verified insurance details. Benefits Verification: Conducted electronic eligibility checks and verified Medicare/Medconnect coverage. Medicare/Low-Income Subsidy (LIS): Educated patients on Medicare programs and subsidy requirements. 🧠 Soft Skills & Core Competencies Attention to Detail: Maintained accuracy in data entry, client records, and financial transactions. Time Management: Balanced high-volume workloads across phone, email, and chat channels with efficiency. Problem Solving: Diagnosed and resolved service issues independently and in coordination with internal teams. Organizational Skills: Effectively managed multiple service tickets, scheduling tasks, and system updates. Team Collaboration: Worked cross-functionally with other departments to ensure comprehensive client support. 🧰 Technical & System Proficiencies CRM Tools: Salesforce (case handling, account management) Travel Systems: Worldspan Financial Systems: Merrill online platforms, investment processing tools Healthcare Portals: Medconnect, Medicare.gov Communication Tools: Slack, Outlook Data Handling: Account reconciliation, reporting, transaction support
Current Location: Lithonia
Willing to Relocate?: YES
Relevant Experience: 10+
Work Authorization:
Highlights: Career Highlights
First Advantage – Customer Care Representative (Jul 2024 – Jan 2025)
Handled customer inquiries regarding background checks across phone, chat, and email.
Documented all interactions in Salesforce.
Recognized for attention to detail and problem-solving skills.
Wheels Up – Member Service Representative (Oct 2022 – May 2024)
Booked private flights, coordinated ground transport, catering, and international travel documentation.
Provided real-time updates on delays, weather, and passenger info.
Utilized Worldspan and Salesforce for booking and CRM.
Supported internal teams via Slack and email tickets.
Advisor Group – Customer Service Level 3 (Mar 2018 – Sep 2022)
Provided support for financial advisors, handling brokerage requests, IRA distributions, and asset transfers.
Demonstrated understanding of financial markets and investment principles.
Tier 1 support for application password resets.
Merrill Lynch – Client Service Rep (Online Banking/My Merrill) (Oct 2015 – Feb 2018)
Assisted clients with retail, retirement, and brokerage accounts.
Managed high-volume client emails, explained account transactions, and gave system guidance.
Known for precision in account reconciliation and effective communication.
Metasource – Patient Service Representative (Oct 2012 – Aug 2015)
Educated patients on Medicare and subsidy programs.
Handled benefit verifications, new patient accounts, and electronic eligibility checks.
Used Salesforce for account creation and verification.
🧠 Skills & Tools
CRM: Salesforce
Travel Tools: Worldspan
Communication Channels: Phone, Email, Chat, Slack
Industry Exposure: Financial Services, Private Aviation, Healthcare
Soft Skills: Problem-solving, Attention to detail, Client education, Multi-tasking
🎓 Education
Coppin State University, 2002–2006
Resume: View Resume
Cover Letter: View Cover Letter
