Summary
Overview
Work History
Education
Skills
Certification
Timeline
Manager

Candace McAllister

Raleigh,NC

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Manager

IQVIA
08.2021 - 05.2023
  • Managed and motivated 20 employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Defined clear targets and objectives and communicated to other team members.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Launched quality assurance practices for each phase of development

Dispatch Supervisor

Spectrum Cable
07.2019 - 05.2021
  • Directed dispatching, routing, and tracking of 300 fleet vehicles.
  • Supervised team of 15 employees and provided training focused on maximizing overall performance.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
  • Determined number of man hours required to complete assignments after reviewing scope of each project.
  • Managed 15 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
  • Maintained meticulous employee records to accurately track attendance and productivity.
  • Evaluated and adjusted over 500 routes based on daily needs, available workers, traffic hazards, and weather conditions.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.

Quota Specialist

Spectrum Calbe
12.2017 - 07.2019
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Improved office efficiency by effectively managing internal communications and correspondence.

Team Leader

Spectrum Cable
08.2016 - 12.2017
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Held weekly team meetings to inform team members on company news and updates.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Customer Service Representative

Spectrum Cable
10.2015 - 08.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed customer service policies and procedures to meet and exceed industry service standards.

Education

Bachelor of Arts - Business Administration And Management

ECPI University
Virginia Beach, VA
09.2023

Skills

  • Operational Efficiency
  • Account Updates
  • Staff Leadership
  • Requirements Management
  • Account Management
  • Mentoring
  • Customer Needs Assessment
  • CRM Software
  • Agile Principles
  • Salesforce CRM Experience

Certification

  • CNP - Certified Notary Public


Timeline

Manager

IQVIA
08.2021 - 05.2023

Dispatch Supervisor

Spectrum Cable
07.2019 - 05.2021

Quota Specialist

Spectrum Calbe
12.2017 - 07.2019

Team Leader

Spectrum Cable
08.2016 - 12.2017

Customer Service Representative

Spectrum Cable
10.2015 - 08.2016

Bachelor of Arts - Business Administration And Management

ECPI University

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Candace McAllister