With 25 years experience in Customer Relationship Management as well as Project Management and Team Building, Colleen Donzelli is a visionary in finding unique solutions to complex problems. She spent the first years of her career in Hotel Management working with Marriott Hotels and Resorts and Sheraton Hotels. Moving into the tech sector, and spending over 14 years with Alternative Resources Corporation (today Pomeroy IT Solutions), she worked in varying roles, starting in Customer Service. Through hard work and commitment, she worked her way into senior level management roles in several Call Centers within the company. Eventually moving to Project Management, she worked with clients like Dell Computer, Hewlett Packard, and Fed Ex, to name a few.

Drawing on ingenuity to lead significant IT project teams, she creatively managed the challenges of logistical, fiscal and delivery expectations, and was a favorite among clients, having been recognized for her work with several Service Excellence Awards. Through this wealth of experience, Colleen opened CAC Associates in 2005, to follow her true passion of setting up unique support frameworks for small to midsize business clients. She is focused on keeping CAC’s client base reasonable and partner communication channels open. Through her leadership, CAC’s Teams show consistent, targeted improvement in the areas of subject matter expertise, and issue resolution, providing growth and success for each of their valued customers.

Account Managers

CAC assigns an Account Manager to each new client. In addition to working with our Chief Executive, this is the client’s main point of contact. The Account Manager is instrumental in working with the client to formulate a Support Plan to meet their needs. The Account Manager will implement the plan, including developing a customized training program. Account Managers hire Agent Representative teams, and manage every aspect of their scheduling and work. The Account Manager also provides monthly reporting to the client.

Agent Teams

Agents are selected, based on experience, to match client need. Agents are based 100% in the United States. All staff are background checked and encounter a thorough screening process prior to hire. Agents are required to complete training certification programs. These programs require an 85% pass rate to be certified to work as an Agent for any CAC client. Once hired, all Agents are placed on training status and are mentored until they have proven their expertise.