Sandra Rebeor

About Sandra Rebeor

I am a customer experience, operations, and program leader with cross‑functional expertise spanning logistics, higher education, health and wellness, military operations, and large‑scale engagement strategy. Across every chapter of my career, one theme has remained constant: I build systems, teams, and experiences that strengthen people, elevate service, and create meaningful connection at scale.I am a U.S. Army veteran and military spouse and would describe my leadership to be grounded in service, operational excellence, and a values‑driven, people-first commitment. In my role as Regional Customer Care Lead at Lineage, I lead multi‑market CX operations—improving SLA performance, streamlining processes, and strengthening customer outcomes. Through Salesforce CRM Analytics, journey mapping, and Voice of Customer insights, I identify trends, drive continuous improvement, and operationalize strategy across teams. My work has improved resolution quality, speed, and delivered measurable cost savings while building a more consistent, customer‑centric experience. Previously, in leadership roles at the University of Arizona Global Campus, I supported thousands of military‑connected learners through program leadership, strategic engagement, and team development. I led teams of 30+, oversaw more than 110 multi‑disciplinary projects, and increased learner engagement by 39%. My focus on culture, belonging, and individualized support resulted in team engagement rising from 75% to 97% and significantly improved learner outcomes.Across roles, I bring: Strategic leadership that translates vision into scalable execution Data‑informed decision making grounded in analytics, trends, and user experience People‑centered leadership rooted in trust, accountability, and empowerment Operational stewardship with strong budget, process, and performance discipline Innovation mindset that challenges the status quo and drives continuous improvement Values-based leadership, modeling integrity, loyalty, service, and collaborationI am energized by mission‑driven opportunities that align with my commitment to improving the health and well-being of people, teams, and organizations. My goal is to continue building high‑performing teams, strengthening connection, and leading with both heart and discipline. If your organization is focused on elevating the human experience, maximizing impact, and driving meaningful connection, I’d love to connect.

Experience

1. Regional Lead, Customer Care

   Lineage

   Aug 2024 — Present · Jacksonville, FL, US

   Leading customer experience strategy (vision to execution) across multiple markets, delivering a 41% CSAT improvement in 2025 through root‑cause analysis, corrective‑action planning, and cross‑functional alignment. Leveraging Salesforce CRM Analytics to analyze request volume, cycle times, CSAT trends, and issue types, using insights to standardize workflows, enhancing first contact resolution (+2% in six months), SLA, and case‑resolution performance. Driving operational excellence by standardizing roles, refining customer care processes, and expanding QA programs across markets, resulting in 12% fewer service errors and measurable efficiency gains. Implementation of forecasting dashboards and KPI tools for 14 sites, enabling data‑driven labor planning, trend monitoring, and early identification of systemic CX gaps. Partnering with key stakeholders to scale programs and processes, and improve technology adoption, resulting in efficiency gains and enhanced service quality across four major markets. Leading region‑wide readiness, transitions, and change‑management initiatives to maintain a positive team culture and ensure continuity of service quality during organizational shifts. Strengthening hiring, onboarding, cross-training, and team satisfaction for a team of 37 through RACIs, structured learning models, buddy systems, communication routines, and leadership coaching.

Education

• The University of Arizona Global Campus

  Doctor of Psychology, Health and Wellness Psychology

  2014 — 2018

• Campbell University

  Bachelor of Business Administration (BBA), Business and Management

  2001 — 2003

• Touro College & University System

  Master of Science in Health Sciences, Emergency and Disaster Management

  2005 — 2006

• Business School, Engelbert-Bohn

  Business, Employment Law

  1996 — 1998