Customer Service Continuous Improvement

Sandra Knoesel

MBA, APR, Fellow PRSA

**** *** ******, ** ***** 614-***-****

******.*******@*****.***

Profile

Highly accomplished retired professional with experience working in large organizations. Passionate about best-in-class customer service and internal communications as the core components for achieving success. Decisive leader equipped with the vision to see the "big picture" while never losing sight of the smaller, mission-critical details. Focused on partnering with stakeholders across all areas and levels to create cooperation, drive continuous improvement, increase organizational capabilities and maximize performance.

Areas of Expertise

Senior-level Leadership

Communications Management

Strategic Marketing & Public Relations

Cross-functional Collaboration

Program Development & Management

Benefits Administration

Health Care Management

Strategic Planning & Execution

Continuous Improvement

Team Building & Leadership

Staff Training & Development

Customer Service Excellence

Education

Master of Business Administration (MBA)

Ohio University

Bachelor of Journalism

University of Missouri

Volunteer Experience

Columbus Rotary, Columbus, OH

Co-chair of new Rotary Career Path Awards, provides $2,500 awards to 21 selected seniors from Columbus City Schools.

District 6690 Grants Chair – December 2016 to present. Coach, review and approve annual grant applications for 25 Rotary Clubs.

Co-chair of new District 6690 Community Service Projects Committee, 2022-23.

President, Columbus Rotary Foundation with $2 million in assets, 2019-2021

Professional Experience

State Teachers Retirement System of Ohio, Columbus, OH

1991 to retirement in November 2016

Deputy Executive Director of Member Benefits, 1999 to 2016

Served as a strategic business partner and guiding force behind the pension fund’s healthcare, pension, disability and survivor benefit programs for the $79B+ public pension fund that serves 500K+ members and retirees.

Built, trained and optimized the performance of a 150+ member team responsible for executing all departmental operations.

Regularly surveyed/communicated with team members to remain in step with and improve the department’s work culture.

Assembled and directed multiple task forces that dramatically improved internal communications and overall performance.

Key decision maker on all aspects of the $420M retiree healthcare program including benefit structure, pricing and health plan administrator selection.

Transitioned the program to a new prescription benefit administrator, saving over $27M and improving prescription benefits for members.

Streamlined health plan options for non-Medicare retirees.

Spearheaded the largest benefit enhancement in the pension fund's history, positively impacting both active and retired members.

Rolled out defined contribution and combined plan retirement options for new K-12 teachers across the state.

Launched new partial lump-sum payment option for retirees.

Director of Communications, STRS Ohio 1991 to 1998

Succeeded in significantly improving organizational communications for the 22nd largest pension fund in the nation including vital communication programs for non-Medicare and Medicare enrollees in the group's healthcare program.

Oversaw a high-performance team of 20 members and served as spokesperson for media inquiries.

Managed both written and direct oral communications for the CEO related to any pension fund issues.

Developed newsletters, annual reports, benefit summaries and other communications for key stakeholders.

Honored with multiple Central Ohio PRSA Prism awards over seven years in the role.

Developed and managed effective communication to engage staff members in dialogues with retirement board regarding pension benefits, policies, and key health plan changes.

Orchestrated key aspects of the 75th Anniversary celebration including donating two bronze relief artworks to the Ohio State House.

Designed/implemented media crisis plans and facilitated media training workshops for pension fund board members.

Directed critical research projects that used a variety of techniques (focus groups, surveys) to better understand member needs and issues.

Additional experience as Vice President of Marketing, Public Relations & Development, Licking Memorial Hospital, Newark, OH and Public Affairs Representative, U.S. Steel Corporation, Chicago, IL.

Professional Affiliations

Accredited in Public Relations (APR), Public Relations Society of America (PRSA)

Past President, PRSA Central Ohio Chapter

Past Chair, PRSA East Central District

Community Affiliations

Current Chair, Rotary District 6690 grants program

Past President, Columbus Rotary Foundation

Judge for Bateman Competition, Public Relations Student Society of America, 2019-2020

Past President, Columbus Rotary Club, 2010-2011

Honors & Awards

PRSA Silver Anvil Award for Internal Communications; numerous Central Ohio PRSA PRISM awards

Elected to the PRSA College of Fellows (Fellow PRSA)

Award of Excellence for Annual Report, Financial World magazine

"Practitioner of the Year," Central Ohio PRSA, “Outstanding PR Leader,” PRSA East-Central District

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