Vendor Operations & Customer Support Leadership

SONJA LEFTWICH VENDOR OPERATIONS SENIOR ASSOCIATE

SONJA LEFTWICH

VENDOR OPERATIONS CUSTOMER SUPPORT OPERATIONS PROGRAM & PROJECT COORDINATION Euclid, Ohio 216-***-**** ***********************@*****.*** Remote • Eastern Time PROFESSIONAL SUMMARY

Vendor operations and customer support leader with 20+ years of experience coordinating external service providers, customer-facing operations, business programs, events, insurance accounts, and community initiatives. Extensive background identifying, vetting, securing, onboarding, and managing vendors; clarifying scopes and service expectations; monitoring deliverables; resolving performance gaps; and escalating complex issues. Data-minded and highly organized, with experience translating operational records, customer trends, compliance findings, and workflow gaps into practical recommendations. Known for disciplined follow-through, clear stakeholder communication, service quality, and continuous improvement in remote, high-volume, and rapidly changing environments. CORE COMPETENCIES

Vendor Sourcing, Vetting & Due

Diligence

Vendor Onboarding, Milestones &

Offboarding

KPI Tracking, Scorecards & Operational

Reporting

Performance Variance Review & Corrective

Action

Root Cause Analysis & Escalation Customer Support Operations & Service Recovery

Quality Assurance & Process Compliance Training, Coaching & Facilitation Cross-Functional Project Coordination Contracts, Scopes of Work &

Documentation

Stakeholder Presentations &

Recommendations

CRM, Salesforce & Data Integrity

PROFESSIONAL EXPERIENCE

J&S Marketing Resources, Inc. Business Operations & Vendor Management Consultant

2013–Present

Northeast Ohio Independent Consulting Remote and Client-Site Engagements

• Lead vendor and service-partner activities for client programs and events, including market research, qualification screening, reference and credential checks, insurance/compliance review, pricing comparisons, scope clarification, selection recommendations, contracting support, scheduling, onboarding, performance follow-up, and issue escalation.

• Develop vendor requirements, request and evaluate proposals, compare cost, capability, capacity, responsiveness, risk, and service quality, and recommend providers aligned with budget, timeline, customer, and regulatory needs.

• Maintain operational trackers, budgets, CRM records, compliance checklists, milestone logs, and follow-up schedules that provide visibility into outstanding requirements, vendor commitments, risks, and next actions.

• Monitor service delivery against agreed expectations; investigate delays, documentation gaps, customer concerns, and quality issues; coordinate root cause discussions and corrective actions with vendors, clients, and internal stakeholders.

• Coordinate multiple concurrent projects for startups, contractors, healthcare providers, real-estate ventures, and nonprofits, balancing shifting priorities while ensuring commitments, documentation, and escalations are handled promptly.

• Translate operational, customer, coverage, and compliance information into clear findings, stakeholder updates, recommendations, policies, workflows, and reusable tools that improve consistency and decision-making.

• Design and facilitate onboarding, workshops, masterclasses, and one-on-one coaching; prepare materials, coordinate participants and service partners, track readiness milestones, and gather feedback to improve future delivery and client service.

Colors Community Resources, Inc. Executive Director 2010–Present Northeast Ohio Nonprofit Operations, Programs and Community Services

• Direct operational planning and partner coordination for housing, hunger relief, employment, entrepreneurship, youth, education, and wellness programs, with accountability for budgets, compliance, service quality, reporting, and continuous improvement.

• Vet and secure businesses, contractors, facilities, trainers, food and event providers, community agencies, and other service partners; confirm fit, availability, costs, documentation, safety expectations, and alignment with participant needs.

• Build and maintain partnerships with businesses, schools, healthcare providers, faith-based organizations, government offices, and social-service agencies; coordinate referrals, deliverables, schedules, communications, and issue resolution.

• Track program activity, participant needs, partner commitments, documentation, and outcomes; identify service gaps, coordinate staff and contractors, review work quality, and escalate sensitive or complex matters to decision-makers. SONJA LEFTWICH VENDOR OPERATIONS SENIOR ASSOCIATE CANDIDATE INSTACART ADDITIONAL CUSTOMER SUPPORT & OPERATIONS EXPERIENCE GMAC Insurance Retention Administrator 2012–2013 Cleveland, Ohio High-Volume Customer Retention Operations

• Analyzed policy, underwriting, billing, and rating data for accounts affected by a major system migration; identified variances, documented findings, and used consultative service recovery to reduce cancellations and preserve customer confidence.

• Coordinated with underwriting, information technology, policy services, and leadership to determine root causes, resolve complex account issues, and communicate accurate, timely outcomes. Sedgwick CMS / American Express Customer Care Professional 2010–2011 Cleveland, Ohio Car Rental Loss & Damage Insurance

• Supported customers in a regulated, high-volume environment; interpreted benefits and eligibility, researched account and claim concerns, documented interactions, tracked requirements, and coordinated timely resolution across service stakeholders.

State Farm Insurance Sales Administrator – Sales, Service, Underwriting & Claims 2008–2010 Cleveland, Ohio

• Coordinated the end-to-end policy service cycle, monitored outstanding requirements, maintained accurate customer records, supported underwriting and claims workflows, and resolved billing, renewal, and service issues. Progressive Insurance Commercial Auto Insurance Representative 2007–2008 Cleveland, Ohio Sales, Service & Underwriting

• Gathered and analyzed exposure information, supported risk selection, explained coverage options, processed account changes, resolved agent and customer inquiries, and maintained detailed documentation for timely decisions. Touch of Elegance Party Center Sales & Center Manager 2004–2006 Cleveland, Ohio Event Operations

• Managed event sales, contracts, budgets, calendars, facility operations, and vendor coordination; vetted and scheduled providers, confirmed deliverables, handled service recovery, and managed multiple events from booking through completion.

SELECTED OPERATIONAL VALUE

• Strengthened operational visibility through standardized trackers, CRM discipline, compliance checklists, milestone follow-up, and reusable procedures.

• Reduced service and documentation gaps by surfacing missing requirements early, clarifying ownership, coordinating stakeholders, and escalating risks before deadlines.

• Built trusted relationships with clients and external partners through clear expectations, responsive communication, detailed records, and solution-focused follow-through. EDUCATION, LICENSE & PROFESSIONAL DEVELOPMENT

• Registered Scrum Product Owner (RPO-5059057) — Agile Education by Scrum, Inc., 2024

• A.A.S. coursework, Liberal Arts / Small Business Management — Cuyahoga Community College, 2013

• Ohio Property & Casualty Insurance License #752538 — Hondros College, 2007

• Master CIW, E-Commerce & Marketing; SEED Entrepreneurial Development Program — Cuyahoga Community College, 2002

• Additional development: leadership, quality training, database applications, Microsoft server administration, and behavioral-style assessment

TECHNICAL EXPERTISE

Analytics, CRM & workflow: Microsoft Excel, Salesforce, HubSpot, AMS/agency management systems, Applied Epic, Monday.com, Microsoft Project, Visio, ACT!, reporting, operational trackers, data review, workflow documentation, and quality/compliance records.

Business & collaboration: Microsoft 365 (Excel, Word, PowerPoint, Outlook, Access), Workday, Zoom, Webex, DocuSign, Okta, QuickBooks, FreshBooks, Wave Accounting, and Adobe Acrobat. Customer and service platforms: Vantive, SupportMagic, HEAT, Remedy, InfoTrak, Conversant, OneSource, claims intake, call tracking, policy service, document imaging, records control, and remote support environments.

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