Sandra Maxberry Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Georgia, United States

Provide vision, mentoring, and leadership to grow and develop the team. Manage consumer inquiries and product concerns. Consistently showcase an advanced ability to problem solve and enhance the consumer experience to drive brand loyalty. Manage consumer interactions, transactions through Salesforce.com®. Build working relationships with internal brand teams, capturing and reporting trends and issues to key stakeholders. Train and mentor new employees on call center procedures. Serve as a functional team lead to support the design, testing, training, and implementation of major CRM enhancements. Strong written and verbal communication skills with an ability to present complex information in a clear, business view and simple format to an executive audience. Ability to flex between tactical execution and strategic implementation.Page

Greater Atlanta Area

Led large scale teams through change including restructuring, acquisitions, reengineering, outsourcing, and offshoring. Led US business units with a 95% customer resolution efficiency rating. Improved market level & executive level effectiveness through strategic planning and utilization of trend analysis to determine gaps and root causes. Responsible for client resolution for Executive Escalation Team. Primary point of contact for Better Business Bureau, Consumer Affairs, and social media channel disputes. Coaching and leading approach led to 50% reduction in voluntary turnover and retention of top talent. Traveled internationally for vendor engagement and implementation of best practices for process improvement.

Greater Atlanta Area

Responsible for a 9-state SE Region B2B operational call center with $200 million in annual revenue. Implemented processes and procedures to ensure department objectives aligned with the company’s mission and vision. Assisted senior leadership team through communication and collaboration with Operations, Sales, and Customer Service vendor teams.Exceeded all customer and operations requirements with excellent service and successful resolutions.