Sandra Edwards Email & Phone Number

Troy, Michigan

Responsible for providing management leadership in a Contact Center environment regarding the implementation of client programs, ensuring strong client satisfaction as well as providing work direction and guidance to the team on best in class practices, strategies, quality and measurable business results. We utilize six core capabilities to inform and.

• Act as liaison between account team and creative team to advocate, support and empower the process
• Improve delivery thru project audit and ongoing QA, QC and testing improvements
• Internal ISO Auditor
• Due to efficiencies in production, provided year over year cost savings to the clients
• Responsible for the planning and coordinating the development and production process for each deliverable
• Develop and maintain production schedules to provide custom timing scenarios for each deliverable

• Direct liaison with Saturn, Carlson Minneapolis Meetings & Events Team, Source One Distribution Services, Inc. and various hotels and caterers
• Provided logistics for weekly retailer personnel training classes, average 28-31 training classes per month
• Lead weekly and quarterly client meetings
• Prepared financial reconciliation reports for quarterly client meetings tracking all of client’s training budget
• Maintained and managed monthly billing information for payment processing
• Developed and documented workflow processes to maximize team efficiencies

• Direct liaison with Saturn, EDS, Saturn’s advertising agency (Goodby, Silverstein and Partners), GMCRM and Digitas
• Managed the execution of all email program initiatives including brand, cross-brand and owner loyalty
• Prioritized projects for IT and tracked progress
• Maintained and managed monthly billing information for payment processing
• Developed strategy for Saturnteam.com, Saturn Owners Web site and other owner initiatives
• Managed delivery team members, project schedules, scope, budgets, resource allocation and utilization

• Direct client liaison
• Monitored productivity employees
• Prioritized projects and tracked progress for team
• Coordinated payments of incentives for over $38,000,000 to General Motors Sales Consultants and over $3,000,000 for General Motors of Canada Sales Consultants
• Coordinated relaunch of salesperson incentive program to eligible GM dealerships
• Managed Chevrolet incentive programs and a variety of fulfillment programs that include GM College Grad, GM lead fulfillment and several Chevy incentive and brand programs

• Recruited, hired and supervised call center personnel
• Initiated ongoing product and customer service training
• Maintained and reported performance standards
• Maintained ongoing personnel work schedules

• As part of the Automotive team, I:
• Serviced the GM Career Builder Program through written and verbal correspondence
• Maintained monthly Turnover and Enrollment Reports
• Investigated VIN issues through coordination with EDS and General MotorsAs part of the Merchandising team, I:
• Serviced account through coordinating monthly assembly of advertising displays nationwide
• Coordinated monthly mass mailing to merchandisers