Candyce Rolle Morrison

**** *********** *****

Daytona Beach, FL 32117

Phone - 386-***-****

Mobile - 386-***-****

lt0arc@r.postjobfree.com

Objective

Talented business professional with expertise in customer service, general management, operations management and client services. Recognized for strong leadership skills, a history of rapid promotion to supervisory roles based on understanding of business operations and ability to organize, motivate and develop a team. Highly poised and professional, with superior organizational and communication skills. Additional recognition for meeting and/or exceeding established departmental sales goals.

Areas of Expertise

Customer Service and Customer Relations

Operations and General Management

Program Development

Training Development and Delivery

Problem Assessment and Solution

Employment History

10/2009 - 01/2011 MRB Acquisitions Inc - U-Scoot Port Orange FL

CASE MANAGER SUPERVISOR

Responsible for day to day management of 16 Case Managers in an industry providing service of obtaining power mobility equipment to eligible individuals. Insured adherence to government and company protocol as it relates to determining eligibility for same equipment.

Monitor calls of Case Managers on regular basis, weekly meeting with Case Managers to discuss any concerns and/or introduce new information. Handling of human resource issues of call case managers including approval of leave, disciplinary action ranging from counseling to termination, assurance that all case managers receive rights and protection and is relates to human resources.

Initial and on-going training of all Case Manages on phone and data entry system. Daily check on random selection to insure adherence to protocol. Constant maintenance of phone

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and data entry system to insure all call campaigns run as expected and all calls are handled appropriately by Case Managers. Insure case management staff meets or exceeds monthly department goals to insure sales for company.

Other related and assigned duties.

T-Check Systems Inc (subsidiary of CH Robinson Worldwide), Ormond Bch, FL, 2003-2009

CALL CENTER SUPERVISOR, 2005-2009

CUSTOMER SERVICE REPRESENTATIVE, 2003-2005

With acquisition of Payment and Logistic Services by T-Chek, retained as key staff member to manage merger of operations. Managed day-to-day operations of a high-volume 24-7 call center responsible for providing authorizations and customer support for a high financial services firm providing motor carriers with fuel services and technology services.

Promoted from Customer Service Representative to Call Center Supervisor in two years due to independent contribution and high level of performance of her team. Named Employee of the Month on several occasions due to caliber of Customer Service and upselling services to existing customers. Managed activities of 14 call center representative, monitoring attendance, providing regular performance feedback and creating action plans to address performance problems. Identified training needs and provided training as needed. Monitored calls and maintained daily productivity statistics to ensure optimum service to customers and adequate staffing to realize call center goals. Service levels attained - 80%; Company goals - 70%. Team instrumental in upselling MasterCard product to customers – named top producing team on several occasions.

Partnered with Call Center Supervisory in sister facility in Minnesota to coordinate activities and ensure consistency in hiring, monitoring and scheduling (staffing).

Periodic review of company website to stay abreast of company policy and procedure; provided same to staff as needed.

Maintained Disaster Recovery Plan and trained staff to execute on plan.

Payment and Logistic Services (subsidiary of CHRobinson Worldwide), Ormond Beach, FL

1996 - 2003

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OPERATIONS SUPERVISOR, 1999-2003

TEAM LEADER - TYCO - 1997-1999

DATA ENTRY OPERATOR, 1996-1997

Provided administrative services for this third-party payment services provider, responsible for coordinating invoicing, billing and payment for shipping services for clients.

Promoted after three months from entry level data-entry role to manage a seven-person team responsible for managing payment operations for Tyco - one of Payment and Logistics Services key accounts.

Promoted to Operations Supervisor after change of company management. Responsible for direct supervision of 4 Team Leaders and indirect supervision of 60 staff members.

Halifax Convalescent Center, Daytona Beach, FL, 1994-1996

ASSISTANT TO SOCIAL SERVICES DIRECTOR

Provide all administrative and managerial support for the Social Service Director for this 80 patient skilled nursing facility.

Conducted bi-weekly one-on-one meetings with all residents to ensure social needs - including interaction with other residents, activities, and meal preferences are being met.

Coordinated all information required for quarterly meetings with families of residents held by Social Services, Dietary and Finance Directors.

Partnered closely with Activities Director to coordinate non-medical services, resulting in a comprehensive calendar of events that insured life as normal and full as possible for all residents.

Department of Health and Rehabilitative Services, Daytona Beach, FL, 1986-1993

PUBLIC ASSISTANCE SUPERVISOR, 1987-1993

PUBLIC ASSISTANCE SPECIALIST, 1986-1987

Served as Case Worker in 75-person Department of Health and Rehabilitative Services, reviewing eligibility of applicants for social services including Medicaid, AFDC and SSI. Promoted to supervise 12-person Economic Services unit after one year due to high level of performance and organizational skills.

Developed automated systems and processes to expedite review of eligibility; selected and oversaw implementation of computer system for applicant tracking. Train staff on new processes and procedures.

Coordinated activities for Economic Services Unit, including management of staff. Conducted bi-annual performance reviews; recommended and oversaw any disciplinary

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action required. Reviewed case records to ensure protocol was being followed.

Bethune-Cookman University, Daytona Beach, FL, 1983-1986

ADMISSIONS AND RECRUITMENT COODINATOR

Managed all prospective student recruitment efforts and admissions activities for this private, regional, liberal arts university, supporting the Director of Admissions and Alumni Affairs and supervising a staff of four.

Key point of contact for students and families in admissions processes, conducted on- going review of 400 applications of admissions.

Upgraded manual admissions processes by introducing automated application information-tracking; significantly enhanced quality of tracking and ease of communicating with students and families.

Coordinated a group of 50 paid and volunteer recruiters who attended college fairs at high school and community colleges to inform prospective students about Bethune-Cookman.

Created a training program to inform admissions recruiters about the history of Bethune-Cookman and facilities, to ensure consistency of message.

Evaluated recruitment data to determine effectiveness of recruiters and recruitment venues; used this information to development recruitment strategy for following year.

Embry-Riddle Aeronautical University, Daytona Beach, FL, 1981-1982

ADMISSIONS COUNSELOR AND ACADEMIC EVALUATOR

Coordinated admissions activities for this top-rated aviation and aerospace college, offering a wide variety of air and space-related degrees. Served as key point of contact for prospective students and their families, university personnel and existing students for admissions-related issues.

Conducted on-going review of 250 applications for admissions, coordinating telephone and written communication with students and parents.

Reviewed supporting admissions documentation, including transcripts, military documentation, flight licenses and college courses for potential transfer credit.

EDUCATION AND TRAINING

Bethune-Cookman University, Daytona Beach, FL, 1980

Bachelor of Science - Business Administration. Focus on Marketing and Management

Cum-Laude

COMPUTER SKILLS

Mac and PC platform; Microsoft Word; Excel; Outlook; PowerPoint; Access, WordPerfect

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