Manager Customer Service

HEATHER DISANDRO

Mount Pleasant, SC 843-***-**** *********@*****.*** https://www.linkedin.com/in/heather-disandro-03181128/ TARGET: MANAGEMENT LEADER

OPERATIONS PROJECT/PROGRAM CUSTOMER RELATIONS

Master at leading people, honing processes, and standards, strengthening professionalism, juggling priorities, and managing multiple complex projects simultaneously to deliver excellent business results. Solutions-driven manager with 14 years of experience in technology and SaaS with a track-record meeting deliverables in- line with operational targets, while working confidently with senior staff and key team members to push timely solutions to multifaceted plans. Proven coordination of project management, EDI implementation, operational readiness, account management, post-production operational maintenance, process improvement, requirements interpretation, and product gap research.

Experience mediating between multi-purpose project teams resulting in original, timely and cost-effective project completions. Strength leading in complex environments while mentoring and motivating individuals from diverse backgrounds, encouraging them to take positive actions and be accountable for their work.

Project Management

Issue Resolution

Implementation

Operations Support

Vendor Management

Resolution Management

Contract Negotiation & Review

SaaS Quality Assurance Review

Data Exchange

Delivery

Leadership

Six Sigma

Technical Skills: Microsoft Office Suite (Word, Excel PowerPoint), Microsoft Project, SmartSheet, JIRA, Outlook, IE, Chrome, Yammer.

PROFESSIONAL OVERVIEW

BENEFITFOCUS – Charleston, SC 5/2006-5/2020

DATA SERVICES, TSO, 6/2016 to 5/2020 (Company reorganization) SENIOR MANAGER, DATA SERVICES, 6/2018 to 5/2020

DIRECTOR OF OPERATIONS, DATA SERVICES, 1/2017 to 6/2018 SENIOR MANAGER, DATA SERVICES, 6/2016 to 1/2017

Managed large-scale projects focused on business growth, technology advancement, and cost savings across multiple departments. Provided SaaS support to direct reports and customers on platform for health benefits management. Repeatedly recognized for top performance through fast-track promotions and selection for high-priority initiatives.

• Team Leadership: Built and managed talented teams of data analysts; global and domestic teams. o Supervised personnel to drive excellent anticipatory service to customers and resolve issues quickly, evaluated progress and milestones of individuals within team.

• Project Process: Ensured strategic direction met by clearly defined schedule and project outcomes, continuously exceeding expectations.

• Utilized extensive skills and experience in production readiness, implementation, operations management, data exchange, vendor management, contract review, process improvements project management, and software release management, including User Acceptance Testing.

• Oversaw initiatives to automate electronic data files, including management of all tasks, issues, and status reporting; provided issue resolution for all issues filed within Data Services Department.

• Managed import date team loading members and data for new customers joining platform, sending data to partner carriers, and third-party vendors.

HEATHER DISANDRO 843-***-**** *********@*****.*** / Page 2

• Improved overall security of EDI (electronic data interchange), project end-to-end process, including tracking, status reporting, customer outreach and communications, and process diagram to capture all scenarios to resolve issues.

• Created and executed associate performance plan to be reviewed with regular check-ins twice weekly, resulting in improved performances and setting direction/tangible goals.

• Led key initiatives to improve efficiency within department and customer support for third-party vendors with mission statement for each team, staffing and training for team members, creation of support documents and process flows, plus determined vendor assignments, and creation of customer-facing communications. CLIENT SERVICES, 5/2006 TO 6/2016

SENIOR MANAGER, OPERATIONS MANAGEMENT, 3/2011 to 6/2016 MANAGER, OPERATIONS MANAGEMENT, 10/2008 to 3/2011

OPERATIONS MANAGER, 5/2007 to 10/2008

MANAGER, GROUP SERVICES, 5/2006 to 7/2007

Managed group performances and individual growth within teams, utilized excellent leadership by empowering direct reports to exceed customer expectations, anticipate and resolve issues quickly.

• Team Leadership: Valued leader—inspired employees to deliver exceptional customer service experiences building strong relationships and customer loyalty.

• Defined clear escalation paths within organization and utilized proven confident, articulate, and professional speaking abilities to deliver clear goals, direction, and evaluations.

• Evaluated and implemented initiatives to improve customers—turning yellow/red to green—through team communication of all facts, updated status and communication with customer, and documenting action plan to include issue, proposed solution, tasks to obtain solution, target dates, and ownership VERIZON WIRELESS – Charleston, SC 11/2004-5/2006

SENIOR REPRESENTATIVE, CUSTOMER SERVICE, 3/2006 to 5/2006 CUSTOMER SERVICE REPRESENTATIVE, 11/2004 to 2/2006 Handled all administrative aspects of sales, including completing customer contracts and warranties, pulling products from inventory, accepting payments, maintaining strong knowledge of products and pricing. JASON’S DELI – Charleston, SC & Atlanta, GA 12/2000-11/2004 MARKETING DIRECTOR, JASON’S DELI FRANCHISE, 9/2003 to 11/2004 CATERING DIRECTOR, DELI DEVELOPMENT, INC., 9/2002 to 9/2003 CATERING DIRECTOR, DELI MANAGEMENT, INC., 12/2000 to 9/2002 Managed all catering staff and orders, prepared and completed all orders on time each day (100+), and marketing to increase sales.

• Drove positive customer experiences with each catering order, resulting in continued customer loyalty. EDUCATION & CREDENTIALS

One Place Conferences – BENEFITFOCUS

Manager’s Certification Program – BENEFITFOCUS

Certification of Lean Six Sigma – VILLANOVA UNIVERSITY, 2014 BS, Recreation Fitness Management – LOCK HAVEN UNIVERSITY, LOCK HAVEN, PA

Contact this candidate