Sandra Sanderson Email and Phone Number

Supervised a team of 20 advisors which provide end to end services to Onstar customers in the United Sates and Canada. Services included providing directions using the Onstar GPS technology, account maintenance and emergency services. Coached team members in order in improve external customer satisfaction scores, average handle time (AHT) and internal compliance areas in quality and sales. Consistently rated as a “Key Contributor” or “Quality Plus Contributor“, the two highest ratings, in my monthly results and annual accomplishments. Team consistently met customer satisfaction goals in the Top 2 box, completely satisfied and very satisfied and was consistently rated in the top 5 out of 17 teams.Voted Team Leader of the year in 2008.

Analyzed and researched cost drivers and benefit for projects in the Mortgage and Telephone Banking groups. Partnered with product support groups across the bank to identify costs of services and to develop a cost pool model. Developed financial model to quantify a $12 million cost savings over a 2 year period for the Toll Free Optimization project. Optimization was realized when Bank of America merged with Nations Bank. Supervised and coached 1 Junior Analysts.

Managed a $2 billion revenue stream by providing end to end financial support to business product managers which included, client support, long and short term planning, results tracking, business case development and ad hoc project management. Analyzed and reported month end results and consistently met reporting deadlines.Consistently exceeded expectation by providing timely results which lead to internal customer satisfaction.Supervised and coached 2 Team Leaders and a Reports Clerk.

Lead analyst in separating the impact of the International Dedicated Services transfer to the federal government. Negotiated the details of the transfer and developed alternate scenarios depicting the financial impact to IDS line of business. Responsible for day-to-day contact with client groups and exhibited strong leadership among peers.Prepared monthly income statements by region, variance analysis, revenue and expense journalization of $300 million. Supervised 4 Reports Clerks.