Candice Williams is seeking a new opportunity that allows her to utilize her strong analytical skills and continue learning. She has over 15 years of experience in quality assurance, process improvement, and vendor management roles at Direct Energy in Tulsa, Oklahoma. Her experience includes identifying and resolving system and process issues, managing vendors, implementing improvements, and acting as a subject matter expert. She has a high school diploma and certification in Lean Six Sigma and Six Sigma.

1. 8920 E Oklahoma St, Tulsa, OK 74115•918-237-0627•Candice.Williams@directenergy.com
Candice Williams
Objective
I am looking for an opportunity that allows me to rely on my strong analytical skill set while still
providing challenges for new learning opportunities.
Experience
December 2011-
Current
Direct Energy Tulsa, OK
Sr. Quality Process Analyst/Vendor Manager
 Identify system issues that have the potential to impact customer accounts and billing
 Handle escalated technical/account related issues.
 Identify and resolve process gaps
 Identify and implement process improvements to reduce cost to serve
 Manage bill print vendor, insure that service level, file processing, and changes are handled
within expectation
 Work as subject matter expert for all functional towers within Operations and Care
 Work as liaison between Operations and Production Support/Development
January 2010-
December 2011
Direct Energy Tulsa, OK
Remittance Supervisor
 Insured SLA/KPI expectations were maintained
 Insured staffing levels were at and below expectations
 Assisted with cross training, project implementations, and process improvements
 Acted as escalation point of contact for various remittance vendors. Insuring that performance
and issue resolution were being maintained.
July 2007-January 2010 Direct Energy Tulsa
Business Analysis
 Performed as SME for Remittance, Billing, and Finance areas
 Assisted with and participated in system changes, process changes, and process improvements
 Prepared accurate and timely technical, statistical and performance reports
Sept 2003-July 2007 Direct Energy Tulsa, OK
Lead, Billing
 Assisted and resolved complex account related issues
 Performed troubleshooting activities to identify system issues and potential impact.
 Performed billing validation and edits
 Assisted with cross training within the billing department.

2.  Created and implemented new or revised desk top processes
 Provided feedback to co-workers around technical issues
 Performed as acting supervisor
Education
1996-2000 McLain High School Tulsa, OK
High School Diploma
1998-2000 Tulsa Technology Center Tulsa, OK
Accounting I, II
2015 Lean Six Sigma Certified
Six Sigma Certified