Candace Hanna
Amarillo,TX
Summary
Director of Customer Experience with extensive expertise in customer relationship management and team leadership. Demonstrated success in implementing process improvements that enhance service quality. Proven ability to cultivate positive workplace environments that drive employee engagement and satisfaction.
Overview
2026
2026
years of professional experience
Work History
Director of Customer Experience
Vytlone
Amarillo, TX
08.2011 - 10.2025
- Achieved monthly survey response rating of 4.9 stars while leading a team of 7.
- Closed 2850 out of 2900 monthly ticket submissions, ensuring timely resolution.
- Mentored 10 employees, resulting in successful promotions within IT department.
- Maintained low turnover rate through effective team engagement strategies.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Developed and maintained strong relations with customers to meet quality expectations.
- Fostered a positive work environment through effective communication and leadership practices.
- Evaluated operational workflows to identify areas for improvement
- Provided leadership during times of organizational change or crisis situations.and optimization.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Demonstrated advanced product knowledge to solve customer issues.
- Provided technical support for hardware and software issues across various systems.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Collaborated with IT teams to implement system upgrades and patches efficiently.
- Documented technical procedures and solutions for future reference and training.
- Monitored helpdesk ticketing system to prioritize user requests effectively.
- Resolved customer inquiries via phone, email, and chat, ensuring timely solutions.
- Developed training materials for end-users on application usage.
- Conducted remote maintenance on client systems using remote access tools.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement
- Created monthly reports for senior management summarizing operational performance metric
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Ran Quarterly Audits on specified applications to pass SOC2 audits.
Payroll Clerk/Dispatcher
Baldwin Trucking
Amarillo, TX
2010 - 07.2011
- Maintained driver records and processed settlement checks weekly.
- Truck Dispatching
- Set Schedules
- Local IT
- Backed up servers
IT Manager
Upshaw Insurance Agency
Amarillo, Texas
10.1997 - 01.2010
- Managed software implementations ensuring seamless integration with existing systems.
- Conducted regular system audits to ensure compliance with industry standards and regulations.
- Collaborated with leadership to align technology initiatives with business objectives.
- Established IT policies and procedures enhancing operational efficiency within the agency.
- Managed the installation, configuration, maintenance, and troubleshooting of network systems.
- Monitored system performance and identified areas for improvement.
- Worked closely with vendors to negotiate contracts and select appropriate products or services.
- Identified opportunities for cost savings through improved efficiency in IT processes.
- Created detailed documentation for software, hardware, and network configurations.
- Coordinated disaster recovery plans to minimize downtime during system outages or malfunctions.
- Recommended hardware and software acquisitions to help users assess needs and justify equipment and services.
- Provided technical support to end-users on a variety of issues.
- Controlled operational IT budget and expenditures within department parameters.
- Managed backup, user account and helpdesk systems.
- Evaluated organization's technology to recommend upgrades for hardware and software.
Education
Associate of Applied Science - IT Network Security
Amarillo College
Amarillo, TX05-2005
Skills
- Customer relationship management
- Process improvement
- Technical support
- Performance analysis
- Training development
- Vendor management
- Effective communication
- Team leadership
- Staff mentoring
- Scheduling efficiency
- Conflict resolution
- Patience and composure
- Staff management
- Continuous improvement
- Computer proficiency
- Teamwork and collaboration
Accomplishments
Phi Theta Kappa
References
References available upon request.
Timeline
Director of Customer Experience
Vytlone
08.2011 - 10.2025
IT Manager
Upshaw Insurance Agency
10.1997 - 01.2010
Payroll Clerk/Dispatcher
Baldwin Trucking
2010 - 07.2011
Associate of Applied Science - IT Network Security
Amarillo College