Customer Service Operations Support

Sandra Chassé

Home: 845-***-**** Cell: 917-***-****

************@*****.*** - linkedin.com/in/sandra-chasse-MBA/

Summary

Multi-Faceted Skill Set & Work Experience: Appraisals, Business Analysis, Call & Network Operation Center, Data Analysis, Database Building, KPI & Dashboard Analysis, Managerial, Operations Support, Optical Industry, 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)

Account Management

C-level Executive Communication

Customer Call Center

Client facing

Computer Literacy

Cross functional team collaboration

Customer Service

Data Analysis/Entry

Managing Offshore Teams

Migration

Onboarding

Organization Skills

People Development

Presentation skills: verbal & written.

Process Improvement

Project Implementation

Project Onboarding

Team Building (Internal & External)

Team Leadership

Training

Training Materials Creation

Troubleshooting

Start-up Experience

Supervisory (union & non-union)

UAT/A&B Testing

PROFESSIONAL EXPERIENCE

TLC Worldwide

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

Customer Service

Campaign Fulfillment

Customer Satisfaction: Cultivate & maintain strong relationships.

Foster a collaborative & positive environment of teamwork & accountability.

Interface with Sales Delivery & Account Management teams

Point of contact for customer inquiries & issues

Develop & execute regularly scheduled customer check-ins/follow-ups.

Sweepstakes winner verification

Daily use of Customer Success Management tools

Produced and disseminated of weekly, monthly & yearly campaign, financial, ticket & redemption & escalation data

Address billing concerns in Stripe.

Process & Resolve Zendesk tickets.

Respond to and troubleshoot via email and phone concerns and/or escalations.

Receipt validation and rewards distribution.

Client & customer training

Community Management

Client & Customer onboarding

Records management

Build & maintain strong customer relationships.

Point of customer contact for inquiries & issues

Provide program details and troubleshoot via email and phone.

Conduct scheduled monthly & quarterly and ad-hoc reviews with customers.

LS Direct Marketing

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

I designed & implemented an interactive database which provided change notifications of work load & status. This database allowed all departments to update work tickets as well as see workloads; it allowed for the 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. An added feature of this database was the ability to status updates emailed at criteri based intervals.

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

A new hire onboarding program with documentaion was designed and implemented

Cultivated a collaborative & positive environment of teamwork & accountability.

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

Worked with Facebook (campaign management)

Datapipe/Rackspace, Jersey City, NJ

Customer Expreience 04/2016-09/2018

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

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

Point of contact for customer inquiries

Billing analysis

Salesforce

Data entry

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 & technical support

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

Opportunity creation & account updates in Salesforce

Maintenance of updated customer records

Drive engagement with Sales Teams to synchronize operations.

Maximizing customer satisfaction by becoming the voice of the customer

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

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

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

Generated Business and Functional Requirements documentation.

Implemented an error notification system

Cultivated 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: Document creation & implementation

Customer needs identification

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

Generated and published ad hoc reports in support of billing, operations, and future services.

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

Produced Methods and Procedure documents detailing the responsibilities of Support personnel.

Provided System & Program support to dealers as needed.

Led multiple disciplined teams

Experience With: Big Data analytics, Business development, Clerical, Coupon Carrier, Data entry, Escalations, G Suite, Inventory Management, KPIs, Network Security, Marketing program reviews, Mentoring, Merchandise & Supply Sourcing, Milestone lifecycle, Monitoring and addressing customer complaints, Microsoft Office/365, Logistics, Luxury Brand Marketing, OEM, Phone & email communications, OTA Data Transfer, Power BI, 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

Business Analyst/Operations Support Management

Network & Customer Care Center Migration

Data & Billing analysis

KPI generation & presentation (external, C-level executives)

Call Center Migration & Product relaunch

New Telematic Services launch

Customer Call Center Contact Critique

Escalation Management

Randstad at Mercedes-Bens USA LLC, Montvale, NJ

Network Operations/Process Management

Data & Billing Analytics

Individual contributor & teamwork

Dashboard & KPI generation & presentation

2G->3G Network Migration

Customer Call Center Contact Critique

Escalation Management

Verizon Inc., New York, NY

Business Analyst/Customer & Sales Service & Support/Network Operations Center

Onboarding (new hires & document creation)

Escalation Management

Supervisory (union & non-union employees)

Network Operations Center

Training Materials & SOP creation

Nynex, New York, NY

Customer Call Contact Center Management/Supervisor

Customer escalations, PSC complaints, Presidential letters.

Validating and identifying customer needs

Work with multiple stakeholders.

Produce Training Materials & SOPs

Customer facing

New Hire, Onboard, Mentor, Train, Performance Review

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:

Production & Operations Management Galway Ireland

Customer Service Skills Galway Ireland

People Analytics Coursera Mountainview CA

Marketing Analytics Coursera Mountain View CA

Introduction to Generative AI Coursera Mountain View CA

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

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

COVER LETTER:

Dear Hiring Manager,

As my resume highlights, I have rich and diverse experiences in a variety of industries, complimented by my multi-faceted skill set which includes business analysis, database building, operations support, supervisory training, and the ability to adapt to an ever-changing technical environment.

I pride myself on my strong work diligence, focusing on respect & empathy; providing quality in everything I do. My ability to function in a fast-moving environment, manage multiple projects all while maintaining strong client relationships & office relationships. This ability is my secret superpower. I have a passion for learning new skills and expanding my experience. I actively foster a collaborative & positive environment of teamwork & accountability.

At TLC Worldwide LLC (a Rewards & promotions Company), we took over the management of the UFC platform. In this role I addressed program servicing of new customers and the migration of existing customers to the new platform. This entailed training, onboarding, and troubleshooting issues. I also had the responsibility of the prompt marketing of UFC events as well as addressing financial concerns which came through STRIPE. In response to benefit package offers and/or prize winnings associated with promotions, I have booked travel both airline and hotel/resort. Additionally, I was a member of a team with the responsibility for auditing existing travel platforms and creating TLC’s proprietary travel platform.

At TLC I also managed the customer service functions associated with companies like Auto Nation, Novamex, Sam’s Club, Tommy Hilfiger, and others.

At LS Direct I created a database which allowed all company organizations access to agent workloads. The database allowed agents to request help and to update projects. After database creation I trained all company personnel in its use as well as setting up a process for onboarding new hires.

I was the manager of the first of its kind network operations center at Verizon which was comprised of both technical & non-technical employees. I directly supervised a team of fifteen with a span of control for an added sixty employees. During this time, I trained, mentored & appraised employees.

While working at Verizon (NYNEX, Bell Atlantic) in addition to handling general customer service I also handled customer escalations, Public Service Commission complaints and Higher Management Letters. While at Mercedes-Benz & BMW I assisted several government agencies as well as assisting the customer service centers in critiquing customer contacts.

For my roles within the Optical Frame industry, I performed a myriad of functions: merchandise marketing, merchandise pricing, merchandise design, merchandise inventory, store staff training, and many others.

In addition to my other work experience, I have worked in the Retail Jewelry Industry. While in this industry I had the opportunity to take classes in diamond & pearl merchandising, ratings, and valuation.

I consider myself Jill-of-all Trades. My work with start-ups allowed me to “step in” where & when needed learning new skills and allowing me to share my experience both work & non-work related. My ability to analyze data and present it in simple to understand language is also a strength. I consider one of my greatest strengths to be my customer satisfaction focus, my ability to solve business issues by thinking outside of the box as well as my ability to successfully build teams by bringing various stakeholders together.

I have exemplary presentation, verbal, and written communication skills. Enhancing these skills is my master’s degree in business administration (MBA), my MS Excel & PowerPoint Both tools have been used when presenting data and making program analysis & assessments, as well as my intellectual curiosity to be satisfied by reading material related to the latest business trends as well as adding to my skill set by enrolling in on-line courses.

Thank you for considering my application. I look forward to the opportunity to further discuss my qualifications and how I can contribute to your team.

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