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