Sandra Suggs Email & Phone Number

Frisco, Tx

Sr Manager leading an organization of customer service professionals with the goal of improving the customer experience, increasing revenue while reducing costs. Improving and enhancing customer satisfaction by leading a third-party call center utilizing vendor management skills to meet the goals and demands of the consumer. Administered a budget of $2.5 million ensuring optimal allocation across projects and teams. Managing, measuring and monitoring contractual agreements. Boost call center efficiency by developing process improvements and training tools Aligning business strategy and objectives by through collaboration with various teams and stakeholders e.g., Marketing, Sales, Customer service, Legal, Corp Comm, etc. Managing concerns and complaints: Utilizing problem solving and soft skills to mitigate escalated situations. Analyzing customer data, researching industry standards & market, understanding customer requirements, and analyzing trends.Key Accomplishments:-Reduced operational costs and eliminate waste by over 40% while leveraging data analytics, technology and standard operating procedures.-Transitioned domestic call centers to offshore locations-Secured company highest Net Promoter Score (NPS) of 4.0 -Reduced call center average handle time by 30%-Improved attendance and sustained a record-low employee turnover rate of <1% -Improved employment engagement scores by 25%

Plano, Tx

Consumer Care leader managing a team of analytical experts responsible for serving the changing consumer and leveraging the power of data to interpret consumer behavior.Key Accomplishments:-Partnered with cross-functional teams (Brand, Marketing, Legal, Corp Comm, R&D, etc.) on business objectives.-Lead the initiative of mitigating 90% of escalated claims.-Streamlined and reduced operational wastes and headcount by 25% with automation and utilization of IVR.-Leveraging the power of data to interpret consumer behavior and trend detection.-Provided high level reports and insights to the executive leadership teams on consumer feedback and behavior.

Plano, Texas, United States

Quality analyst utilizing consumer data to create reports, dashboards, and visualizations to communicate quality findings, improvement recommendations and root cause resolutions to enterprise leadership.Key Accomplishments:-Successfully litigated 99% of escalated consumer contacts-100% success rate for on-time quality reporting.-Assisted in reduction of CCI and CPM to exceed industry standard.

Arlington, Tx

Managed and monitored food safety standards and global supplier quality system for Pepsi's beverage concentrate facility.Maintained compliance of food safety rules, and guidelines as mandated by the federal government (FDA), specific regulations and customer specific requirements.Validated, verified and ensured raw materials specifications met guidelines outlined by Pepsi.Coordinated, planned, and executed internal and external GMP and supplier audits maintaining and establishing relationships with suppliers.Developed and managed a HACCP plan compliant with FDA regulations.Monitored manufacturing processes to ensure the microbiological safety of beverages, raw materials, and facilities.

Fort Worth, Tx

PAPER INDUSTRY - LIQUID PACKAGINGUnion Workforce

Lewisburg, Tn

COSMETICS