Candace Dalessandro
Broken Arrow,OK
Summary
Experienced Director of Customer Care specializing in the development and execution of innovative customer care strategies. Proven track record of leading high-performing teams, cultivating positive workplace cultures, and significantly enhancing customer satisfaction rates. Core competencies include strategic planning, exceptional interpersonal communication, and adeptness in using technology to optimize operations. Achievements include notable improvements in customer experience and streamlined business processes that drive organizational success.
Overview
28
28
years of professional experience
1
1
Certification
Work History
ARG - Women in Action National Lead
US Cellular
Tulsa, OK
03.2022 - Current
- Analyzed data from past events in order to develop strategies that would enhance future experiences.
- Organized and managed complex events, including large-scale conferences, fundraising galas, corporate meetings, and private parties.
- Assessed post-event surveys in order to gain insights into customer satisfaction levels.
- Provided guidance on best practices in event management and customer service standards.
- Developed and implemented innovative strategies for successful event planning.
Director of Customer Care
US Cellular Wireless
Tulsa, OK
06.2016 - Current
- Developed key performance indicators such as average handle time and first contact resolution rate, which were used to gauge team performance.
- Developed and implemented customer service policies and procedures to ensure consistent, high-quality service.
- Participated in cross-functional projects related to product and service launches or major updates.
- Provided guidance and mentorship to team members in order to increase their effectiveness in leadership and responding to customers' inquiries.
- Recruited, hired, trained, managed, coached, evaluated, motivated and disciplined employees within Customer Care department.
- Established relationships with external vendors providing services related to customer care operations.
Operations
US Cellular Wireless
Tulsa, OK
08.1996 - 06.2016
- Coordinated daily operations within the department.
- Developed positive relationships with customers through friendly interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided accurate information about products and services to customers.
Education
MBA - Business
University of Phoenix
Tempe, AZ10-2009
Skills
- Innovation and creativity
- Call Center Operations
- True problem-solver
- Staff management
- Performance Improvement
- Customer service background
- Fiscal management
- Human Resources Management
Certification
- Brief Boot Camp - High Impact Communication Certification
- Harvard Leadership Excellence Program
Timeline
ARG - Women in Action National Lead
US Cellular
03.2022 - Current
Director of Customer Care
US Cellular Wireless
06.2016 - Current
Operations
US Cellular Wireless
08.1996 - 06.2016
MBA - Business
University of Phoenix
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