Sandra Chassé

Mobile: 845-***-****

ad494i@r.postjobfree.com - linkedin.com/in/sandra-chasse-MBA/

Sales Operations Analyst

Operations Support Customer Experience Customer Service Project & Program Management

QUALIFICATIONS PROFILE

Multi-Faceted Skill Set & Work Experience: Appraisals, Business Analysis, Call Center, Data Analysis, Database Building, KPI & Dashboard Analysis, Managerial, Operations Support, Process Management, Program Management, Project Management, Sales Support, Start-up, Supervisory Training & Technical Writing, which I have used to successfully perform in a variety of industries: Automobile, Direct Mail Marketing, Information Technology, Promotional & Rewards Marketing, Retail, Start-up, Telecommunications & Wholesale.

CORE COMPETENCIES

Analytics (large data sets)

C-level Executive Communication

Call Center

Client facing

Computer Literacy

Coupon Carrier

Cross functional team collaboration

Customer Retention

Customer Success

Customer Support Team Management

Data Entry

Dot Digital

Escalations

Exemplary verbal & written communication skills

Exemplary organizational skills

Fluent English

Gamify/Gizmo

Knowledge Acquisition

KPIs

Mail Chimp

Managing Offshore Teams

Multi-tasking

Onboarding

Organization Skills

People Development

Power BI

Presentation: verbal & written

Project Delivery

Project Implementation

Project Onboarding

Promotions

Risk Mitigator

Team Building (Internal & External)

Training

Training Materials Creation

Troubleshooting

Self - Motivated

Start-up Experience

Stripe

Zendesk

PROFESSIONAL EXPERIENCE

TLC Worldwide

Customer Service / Community Coordinator 04/2022–11/2023

Customer Service

Customer Surveys

Campaign Fulfillment

Customer Satisfaction: Cultivate & maintain strong relationships.

Foster a collaborative & positive environment of teamwork & accountability

Work with Sales Delivery Team

Point of contact for customer inquiries & issues

Participant of regularly scheduled customer check-ins

Digital Media

Sweepstakes winner verification

Travel Booking

Shipping

Weekly ticket & redemption reporting (pulling data from a variety of sources)

Address billing concerns in Stripe.

Respond to Zendesk tickets.

Respond to and troubleshoot via email and phone with customers redeeming rewards.

Receipt validation and reward distribution (Coupon Carrier, Gamify/Gizmo/Power BI).

Receipt data capture.

Work with Account Managers to support campaigns.

Use of Excel

Community Management

Assist with partner onboarding process.

Customer outreach

Keep records updated

Point of customer contact for inquiries & issues

Provide program details and troubleshoot via email and phone.

Assist with partner marketing efforts.

Work alongside product execution team.

LS Direct Marketing

Traffic Manager/Operations Support 02/2019-06/2020

Working with IT I designed, architected, & implemented interactive database which provided change notifications of work load & status. This database is still currently in use. It allowed all departments to update work tickets, allow assignment of work as well as allowing users to query assigned work. The database was accessible to management and to members of all departments. The database was similar to standard ticketing systems (Monday.com,Netsuite, Zendesk) with the addition of having the functionality of Sharepoint

After successfully launching the Time & Change Mangement System (TMS). I held group & individual training sessions. Training continued as the ticketing system was included in New Hire On-Boarding

Foster a collaborative & positive environment of teamwork & accountability

Database clean-up and information update. This was achieved via Excel & SQL exports & inports

PowerPoint documention was created and presented to support both the TMS & New hire On-boarding

Design & Instruct New Hire On-Boarding

National campaign management using Data analysis using Excel, Access & SQL.

Facebook campaign management (Facebook data loading & performance anlsysis)

Campaign media proofing. Provide sanity check

Utilization of Salesforce & Microsoft Office to assist various internal departments.

Datapipe/Rackspace, Jersey City, NJ

Billing Specialist/Account Management 04/2016-09/2018

Communicate customer health and performance to internal sales & account management teams.

Collaborate and assist customer business leaders to identify, plan & execute strategic objectives.

Customer facing

Assist client in initial set-up.

Point of contact of customer inquiries & issues

Clerical

Analysis of billing

SAAS

Data entry

Work with the sales delivery team

Review customer related documents for completeness and regulatory compliance.

Process changes, additions or requests related to customer accounts. Follow-up to ensure requested solutions were delivered to the consumer and assess the effectiveness of the solutions (customer centricity)

Business support and coordination with different teams

Respond to related Operations and Customer Service inquiries within specified service levels.

Address Salesforce issues: opportunity creation, account updates.

Support multiple Sales Teams utilizing Salesforce & Microsoft Office

Customer Support

Drive engagement with Sales Teams to synchronize operations.

Maximizing customer satisfaction by becoming the voice of the customer (Customer First mentality)

Effectively communicate any business environment issues or concerns to management

Maintain the integrity of the company ecosystem (knowledge of company policies and procedures)

Proactively communicate with customers

Juggle multiple priorities.

Coordinate with other internal stakeholders to support customer requests.

Perform other duties as required, consistently meeting, or exceeding established quality and productivity goals.

Bertrandt USA Inc. at BMW of North America, Woodcliff Lake, NJ

Process Coordination/Operation Support 03/2012-07/2014

Produced Business and Functional Requirements documentation using PowerPoint in support of system and process changes.

Implemented an error notification system which would notify the operations team of network and IT database failures.

Billing analysis

Billing analysis presentation

Foster a collaborative & positive environment of teamwork & accountability

Success metrics presented via PowerPoint with use of Data Analytics utilizing both Excel & Access

Milestone lifecycle, timeline tracking

Savings generated by uncovering and correcting erroneous termination of BMW Assist TM /Connected Car services.

Training

Validating and identifying customer needs

Collaboration with cross functional team (Engineering, IT, Network Provider, Device Manufacturer, Marketing, Sales) associated with Connected Car services & Telematics Service design.

Produced & presented ad hoc reports to support billing, operations, and future services.

Produced & presented KPI data to sales, engineering teams as well as to C level executives.

Data Analytics

Produced a Methods and Procedure document detailing the responsibilities of Business Operations Support position personnel.

Provided System Support to dealers as needed.

Worked with the IT department to have daily, weekly, and monthly error reports produced.

Effectively address multiple priorities

Experience With: Big Data analytics, Business development, Clerical, Coupon Carrier, Data entry, G Suite, KPIs, Network Security, Marketing program reviews, Mentoring, Milestone lifecycle, Monitoring and addressing customer complaints, Microsoft Office/365, Luxury Brand Marketing, OEM, Phone & email communications, Rapport building, Risk assessment & mitigation, Roadblock removal, ROI, SAAS, Salesforce, Scheduling, SharePoint, Slack, SLAs, SQL, Start-up experience, Stripe, VISIO, Zendesk, ZOOM

PRIOR EMPLOYMENT DETAILS

Mercedes-Benz USA LLC, Montvale, NJ

Project Management/Operations Support

Data Analytics

Performance Reviews

Billing analysis

KPI Creation & Presentation (external, C-level executives)

Foster a collaborative & positive environment of teamwork & accountability

Randstad at Mercedes-Bens USA LLC, Montvale, NJ

Network Operations Support/Process Management

Data Analytics (Excel & Access)

Billing analysis

Report & KPI creation & presentation.

Call Center Contact Critique

Verizon Inc., New York, NY

Project Manager/Customer & Sales Support

Onboarding

Supervisory call center (union & non-union employees)

Performance Reviews

Training Materials Creation

Foster a collaborative & positive environment of teamwork & accountability

Nynex, New York, NY

Call Center Management/Supervisor

Billing analysis

Validating and identifying customer needs

Staffing

Work with multiple stakeholders

Produce Training Materials

Set goals, quotas, SLAs.

Client facing

Hire, Onboard, Mentor, Train, Performance Review

Supervisory

EDUCATION

MBA: Marketing Management, Baruch College, City University of New York - New York, NY

Bachelor of Science: Business Administration, New York Institute of Technology - Old Westbury, NY

Certificates & Training: 2020 – 2022

Introduction to CRM with HubSpot Coursera Mountain View CA

Hiring & Onboarding Employees with ClickUp Coursera Mountain View CA

JIRA: Basics & Fundmentals Pluralsight Draper Utah

Kanban Pluralsight Draper Utah

Introducing SCRUM Pluralsight Draper Utah

Excel: Pivot Tables, Organizing Data Pluralsight Draper Utah

SQL: MYSQL for Data Analytics and Business Intelliegence Udemy Learning Platform San Francisco CA

A Practical Guide to Alteryx for Data Science & Analytics Udemy Learning Platform San Francisco CA

Introduction to SQL Robust IT, Harlow UK

Certificates & Training: 2019 & Prior

Change Management Specialist Management and Strategy Institute LLC Downingtown PA

Six Sigma Lean Professional Management and Strategy Institute LLC Downingtown, PA

Professional Development - CITE University, New York, NY

Diversity Degree Support Services Council Verizon Inc. New York, NY

Telecommunication Management - School of Continuing Education New York University, New York, NY

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