Sandra Suggs
SR MANAGER - | SENIOR LEADERSHIP | CUSTOMER SERVICE | CPG - FMCG | CONSUMER INSIGHTS & BEHAVIOR | CALL CENTER DEVELOPMENT & ONBOARDING
- Role
- Sr Manager - Customer Service at Keurig Dr Pepper Inc.
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Sandra Suggs
With over 20 years of CX experience, I am committed to refining customer service through…
Experience
Sr Manager - Customer Service
Jan 2017 — Present · Frisco, TX, US
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. 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. 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-Improved attendance and sustained a record-low employee turnover rate of <1%-Improved employment engagement scores by 25%
Education
University of Tennessee at Martin
Bachelor of Science - BS
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