Sandra Edwards Email & Phone Number

Coordinated numerous staff augmentation projects with an annual turnover exceeding $20M, managing up to 40 resources simultaneously and serving a diverse client base, including government entities, banks, and major supermarkets. Oversaw all project stages, including forecasting, resource allocation, budget monitoring, and invoicing. Effectively communicated project requirements, risks, and budget status to a wide range of stakeholders. Organised and led monthly stakeholder meetings, fostering open communication and building strong relationships. Prepared regular client reports and provided sales and administrative support to Client Managers, contributing to client retention and satisfaction. Achievements:• Identified process improvements for resource timesheet reconciliation, enhancing accuracy and eliminating errors.• Consistently achieved over 95% accuracy in forecast versus actual revenue, ensuring financial reliability.• Awarded Quarterly Employee Recognition Award in June 2021 for outstanding performance.

Managed a diverse portfolio of IT projects for government and finance clients, ensuring successful delivery and high client satisfaction. Oversaw the entire project lifecycle from planning to evaluation. Coordinated a wide range of project resources, including materials, equipment, personnel, and subcontractors, to optimise resource utilisation and project efficiency. Prepared detailed quotes and Statements of Work for routine IT changes, contributing to precise project scoping and budgeting. Conducted thorough testing and validation of IT changes, ensuring high-quality deliverables and minimising post-implementation issues. Facilitated regular meetings, prepared comprehensive agendas and documented minutes to enhance team communication and project tracking. Achievements:• Consistently achieved over 90% in performance reviews and feedback from clients and internal stakeholders, reflecting high customer satisfaction and performance.• Training new employees and mentoring as part of the graduate program.

Managed the resolution of written complaints and escalations within service level agreements, maintaining high customer satisfaction standards. Investigated complaint causes and provided feedback to reduce recurring issues. Provided performance feedback to Team Managers, contributing to improved employee performance. Ensured compliance with internal procedures and external legislation, achieving a 100% compliance rate in audits. Compiled daily, weekly, monthly, and quarterly reports, enhancing transparency and decision-making. Analysed reports, identified trends, and recommended process improvements, resulting in an increase in operational efficiency. Achievements:• Produced a comprehensive Complaints Team Policies and Procedures Guide, documenting all team procedures including process mapping.• Developed and delivered a formal training program for new team members.• Streamlined reporting procedures, reducing lead times and improving trend identification.• Awarded Quarterly Customer Service Excellence Award in September 2007 for outstanding performance.

Responsible for answering a high volume of inbound calls, ensuring efficient handling and resolution of customer inquiries. Organised emergency travel and medical assistance. Liaised with medical staff and travel agents to coordinate medical evacuations and repatriations. Acted as the key contact for the insurance underwriter, enhancing communication and streamlining processes. Achievements:• Consistently achieved over 95% in client feedback surveys.• Promoted to the key contact for escalating complex cases to the insurance underwriter, demonstrating exceptional problem-solving and leadership skills.

Coordinated a complex compliance project which saw the transition to a new legal regulatory framework. Conducted gap analysis within various business units to define project deliverables and coordinated resources to meet project milestones. Organised information workshops to engage staff and liaised with stakeholders, including executive management and external legal counsel. Prepared board presentations, compiled monthly status and expense reports, and closely monitored budget adherence. Maintained project documentation and conducted post-project evaluations. Achievements:• Successfully delivered the project on time and within budget, resulting in the issuance of a new financial license by the governing body.• Compiled, audited, and centralised training records for over 2,000 staff members into an online repository, enhancing accessibility and compliance.

Reporting to the Contact Centre Manager, led a team of 10 staff in delivering exceptional client services. Managed resource allocation for over 30 Contact Centre staff to optimise service levels. Acted as the primary contact for customer escalations and complaints, ensuring swift resolution and customer satisfaction. Compiled and analysed key performance indicator reports, monitored calls, and provided constructive feedback to staff. Conducted training sessions on complex product material and legislation for new hires and interviewed prospective employees. Achievements:• Played a critical role in the project team that successfully designed and implemented a call monitoring program for the Contact Centre, enhancing service quality and compliance.• Awarded Employee of the Quarter in June 2001 for outstanding performance and contributions to the team.

Bachelor, Business (Marketing)

Diploma, Business Studies