Sandra Stephens Email & Phone Number

Arnprior, On, Ca

Arnprior, On, Ca

Applying my experience with startups to establish and improve operational best practices in a new boutique retail environment.

Lyon, Auvergne-Rhône-Alpes, France

Worked independently in the CEST timezone to provide global support to the company's key stakeholders: customers, photographers, and team members. My proficiency and efficiency set the standard for team SLAs. In addition to multitasking the coordination of hundreds of simultaneous shoots worldwide, I regularly contributed to measurable product, service, and process improvements.

New York, New York, United States

The acquisition of Buyer allowed Ramp to provide additional, impactful savings for their clients, measured in both time and dollars. Within the first year of launching the Savings service within the product, we saved over 3 million dollars on SaaS purchases. In this role I made influential contributions during these stages: - Request for Proposal: I co-authored the RFP and participated in discussions with the leadership of Ramp, which contributed to the acquisition of Buyer by Ramp. - Acquisition: Adaptation and improvement of tools and processes, ensuring an excellent level of service while we rebuilt our service into Ramp's ecosystem. I stepped into leadership opportunities to support the team, resulting in zero turnover in team members for the first 14 months post-acquisition. - Pilot Program: I created and directed the "Savings" pilot program with Ramp users. This included developing and facilitating a sales/onboarding pipeline and resources, and executing full negotiation cycles. I collaborated with a variety of client stakeholders: CEOs, CFOs, Controllers, and members of Product, Operations, Human Resources, Security, Legal, IT, and Purchasing departments. - Post-Pilot: Results from the successful pilot helped us adapt a sales-like approach and update our project management tools and processes, while earning great NPS and return-customer scores. I lead the education of the Ramp sales teams, giving presentations and providing thorough resources for customer-facing team members in order to educate and convert more users to our service. Our team produced millions of dollars in savings for the clients program while simultaneously increasing customer spending in the Ramp product, resulting in profits for the company. Read about a satisfied NaaS user's experience here:https://www.g2.com/products/ramp-financial-ramp/reviews/ramp-review-7066836

Victoria, British Columbia, Canada

I joined the start-up as the second hire, providing critical customer-centric strategies for organizing and innovating the Negotiation-As-A-Service model that we created. In addition to directly facilitating the client negotiations, I researched and implemented tools and processes to mature the workflow, and developed robust SOPs as we grew. I was involved in the hiring process for each subsequent team member who joined the company, and am incredibly proud of what we were able to build together. I co-authored the RFP that lead to Ramp's acquisition of Buyer, and was integral to the success of the acquisition transition. I gained valuable experience supporting the team during this challenging time, and enjoyed setting and achieving very ambitious goals. I owned the technology transfer, organizing andadapting the tools and service within Ramp’s spend management ecosystem. I enjoyed contributing to important decision-making discussions as the team lead, advocating for our clients and team members. I ensured excellent customer experiences while maintaining a high level of proficiency and satisfaction for all parties. I gained intricate insight into the product, processes, and field of procurement which helped me be an effective problem-solver for clients and teammates alike.

Ottawa, Ontario, Canada

OVD provides a shopping and delivery service for people in the Ottawa Valley district, created in response to COVID-19. We help people access the goods they need from the comfort and safety of their homes. We are the helpful neighbour they can count on. We support other local businesses as well, promoting and providing their awesome products, and assisting the local grocers and their staff by shopping in a responsible way, reducing traffic of high-risk shoppers in stores. We shop dozens of stores across a 20km radius, and have made over 200 deliveries to families, businesses, and care homes. I joined to optimize the customer journey by updating the Wix website, creating order form surveys, and improved automation and efficiency using Zapier and Slack. I researched and implemented new software tools, established brand voice by writing reference resources, and compiled SOPs and process documentation. I collaborate with the CEO and drivers, advocating for our clients in order to provide exceptional customer service. I directly provided customer support through email and social media communications. Operations performed remotely, part-time. Ottawa Valley Deliveries was acquired in 2021.

British Columbia, Canada

Flytographer offers vacation shoots all around the globe. I coordinated photoshoots between customers, photographers, and travel advisors, providing support through CRMs, social media messaging, email and phone calls. I also headed documentation projects, creating resources and SOPs for the company’s largest team to ensure efficiency and knowledge-sharing. I onboarded new clients, travel advisors, and CX team members. I participated in product and design meetings as the customer and CX team advocate, to discuss UX updates and ensure the best experiences for all parties. The combined changes increased message response rate, hourly message/ticket resolutions, and daily shoot capacities. I contributed to an increase of the NPS to 90+, and the CX team feedback score reached 95. I also enjoyed writing and editing blog posts, with the goal of improving the website SEO.Remote European term: I worked independently in Europe from March - September 2019, expanding the hours of support available to our users. I organized networking meetups with photographers in several cities, encouraging community and brand loyalty.

Victoria Bc

I organized meetings and appointments in the CEO and teammates’ schedules, headed the CEO’s personal projects (hiring a nanny, overseeing home renovations) and professional projects (office hardware acquisition, new CRM software implementation, payroll processing), and provided tech support to our SaaS clients over phone, email, and Intercom.I established the People Operations department in order to support the company and coworkers. I stocked the kitchen with tools and provisions, organized events to build team culture, and participated in recruiting and onboarding new team members.

Victoria

This role was central to the studio's success: relied on by the owners, teachers, volunteers, and clients to maintain the expected excellence of service, this supportive role required a positive attitude and calm problem-solving. Administrative duties included client behaviour data input and tracking, store and cleaning inventory management, and email and phone correspondence. I coordinated the volunteers' schedules, and provided training and guidance to support their success. Strong social, organizational, multitasking, and communication skills were used to positively navigate the needs of several stakeholders.

Victoria, Canada

Organized the cold calling team schedule, materials, and leads. Provided sales training and performed interviews, on-boarding, and off-boarding. Assisted with organizing regional manager's schedule, in regards to new leads acquired.

Essex, Ontario, Canada

Deli and Produce departments

Assisted customers in finding records in the office, in the digital database. Answered customer queries online and over email, directing them to where they may find information and documentation they sought. Filed documents (deeds, leans, mortgages, etc), completed digital reorganization project, assisted land registrar with administrative tasks. Summer Contract.

Assisted customers in finding records in the office, in the digital database. Answered customer queries online and over email, directing them to where they may find information and documentation they sought. Filed documents (deeds, leans, mortgages, etc), completed digital reorganization project, assisted land registrar with administrative tasks. Summer student postion.

Master'S Degree, English Language And Literature, General

Activities and Societies: Conversation Cafe - practicing English speaking skills with ESL studentsFor my Master's Degree I completed.

Bachelor Of Arts (B.A.) Honours, English Language And Literature, General; Minor In Anthropology

Activities and Societies: "Swook" - co-ed intramural soccer 2008-2012The course-based Bachelor's degree exposed me to a variety.