SANDRA G.

LEADERBRAND
Lees Summit, Mo 64086 sandy.leaderbrand@gmail.com 816-698-6678

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A motivated and dedicated senior-level manager with a proven record of analyzing existing operations, implementing strategies, processes and technologies to improve productivity and efficiency. A passion for building strong client relationships, team building, and setting strategic goals with successful execution of operational initiatives.
____________________________________________________________________________________ Strategic Planning Customer Service Operations Leadership and Team Development Logistics Management Call Center Operations Process Improvement Relationship Management Account Management/Sales Program Development ____________________________________________________________________________________

Professional Experience
Director Client Services - Viracor-IBT Laboratories 2008-2012
Accomplishments Set strategic vision for and operations of best in practice call center customer service consistently meeting performance levels for a $60 million privately held company. Directed and accountable for functions of customer contact for product and services, sales support, problem resolution, lead generation, logistics, billing, customer complaint investigation and key performance metrics o Implemented call center technology supported by IT; Panasonic phone system, Poltys call accounting, SalesForce CRM and Service Cloud CRM o Established organizational structure post 2009 acquisition and merge of two laboratories assigning responsibilities and delegating authority to team members eliminating redundancy developing effective well performing teams establishing operational processes o Originated, established, managed daily operations meeting staffing, productivity, quality, and call center metric goals o Developed inbound/outbound call strategies meeting needs of sales support, hospitals, physician offices and reference laboratories o Built team environment on training, communication and accomplishments to sustain a culture of customer service excellence o Developed National Accounts Specialist team combining sales and services into single support team providing analysis and recommendations resulting in contract extension of services for $1 M o Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines Core team member of Salesforce CRM redesign developed workflows and automation improving customer experience and providing 360 view of customer aligning sales, marketing and customer service/call center o Deployed Voice of Customer program monitoring customer satisfaction scores o Developed strategy on lead generation o Streamlined sales and contract processes o Improved problem resolution investigation and response time Building a consensus of executive support; designed, established, directed strategy supporting organizational service goals o Implemented multiple communication channels (web, chat, email, social media) optimizing agent productivity and customer satisfaction o Utilized Lean Six Sigma principles for continuous improvement - reducing customer response time from 24 hours to under two hours o Increased call center availability from 11hrs/5days to 24/7 exceeding customer expectations while reducing operational costs Negotiated and managed $3 million contract with logistics partner providing a premium network of courier and shipping services to major accounts o Delivered new logistic service program delivering best in industry response time o Retained at risk clients and opened new markets; 7% revenue growth in existing accounts o Managed and coordinated client logistics accountable to clients, sales and executives

Senior Account Manager - Shawnee Mission Medical CorporateCare

2003-2008

Accomplishments Responsible for clinic revenue of $1.5 million in product and services Increased clinic revenue 156% through consultative sales developing employee health and wellness solutions for area employers Collaboration with Clinic managers, physicians, nurses, physical therapists to leverage resources to meet customer expectations Responsible for development, sales, customer service and execution of the Essential Functions program; redefining pre-employment and return to work screenings in the construction and manufacturing industry Established a certified Missouri Emergency Medical Response Agency for a $2 billion industrial construction project; Managed overall project including processes and procedures, daily operations, work priorities, hiring and training staff, purchase of equipment and consumables with oversight of operational expenses Awarded largest employee health contract in Kansas City Metro area Strong public image inspiring high level of confidence and trust o Nominated speaker for the Missouri Safety Conference 2005 through 2008 o Nominated speaker for BASIF (Builders Assoc. Self Insurance Fund) Workmans Comp Conference o Speaker: KC Area Construction Group, Chamber of Commerce Workman Comp Committee, MCA (Mechanical Contractors Association) Board of Directors and Member meetings, and American Society of Safety Engineers Sales Representative of the Year 2006 and 2007 delivering outstanding sales results, service and leadership 2003-2007 multiple awards for Outstanding Marketing Representative of the Quarter based on sales, leadership, market analysis and customer service

Director of Business Development - SMB Medical Billing

2002-2003

Managed operations of electronic insurance billing for podiatry clinics Facilitated strategic planning focus groups to enhance business operations and customer satisfaction Adhered to HIPAA, CDC, ADA and EEOC guidelines and regulations

Regional Risk Manager Assistant - Federated Insurance

Responsible for analysis of historical data for trend forecasting of Work Comp claims Managed staff performance of 8 field employees Planned and executed risk management regional meetings, trainings and events

1997-2003

Sales | Project Manager - General Electric

1988-1996

Managed construction and maintenance projects in excess of $4 million/year Negotiated terms of contracts, equipment and labor force for industrial air pollution control equipment Member of Strategic Planning Team in $5 million reorganization of three Field Offices Department Team Leader of Total Quality Commitment project receiving ISO 9002 accreditation Implemented an effective program for employee recognition; focused on Image, Service, Ownership (ISO); emphasis on customer service Awarded Largest Gross Margin Order and Largest Single Order

Education
B.S Industrial Management, Missouri State University

Training
Lean Six Sigma Green Belt certified Call Center Management certified SalesForce CRM Administrator trained Multiple sales and leadership workshops/trainings