Sandy Leaderbrand

About Sandy Leaderbrand

I have over a decade of award-winning experience achieving remarkable results in all aspects of Operational Management | Call Center | Customer Service | Account Management | SalesI have two career passions, first my passion to develop long-standing client relationships that build on trust, honesty, and long-term partnership. Secondly, is management of successful teams by developing, mentoring, and coaching. I believe in capitalizing on the strengths of team members that directly influence the success of the organization providing employees the feeling they make a difference every day.I admire any company dedicated to creating and sustaining a culture of advancement, empowerment, celebration, and FUN for their employees!If these are important to your organization, I am interested in learning more about joining your team to assist you in motivating teams and improving processes to take your organization to the next level. Are you a small company with your sights on growth and development while providing your associates with a fun place to work? Contact me at s••••••••@gmail.com and I will help you take your organization to the next level.Change Management | Strategic Vision | Program Development | Servant Leadership | Project Management | Operational Turnarounds | Customer Service | Account Management | Sales Operations | Tactical Execution

Experience

1. Manager, Director Leader Call Centers

   Quest Diagnostics

   Oct 2014 — Present · Lee\'s Summit, MO, US

   Results-driven Call Center | Customer Service Leader with a solid history of providing “World-class Customer Service” while at the same time, improving operational efficiencies and reducing operational costs. Driving adoption of multiple service channels for over clients and 1M+ contacts annually.Deployed NICE inContact platform just in time to move 98% of employees from office to work from home.Continually strive to improve customer service and program performance within the basic organization framework, creating a working environment that maintains focus, intensity, and persistence, even under adversityAbility to lead dedicated, productive, efficient teams that align with company’s mission, goals, values, and business needs. A proven track-record of producing exceptional solutions for customers, stakeholders, and employees. Passionate about strengthening customer support and enhancing teams that deliver exceptional service. Call center operations include Quality Assurance, Training and Development, Workforce Management, Employee Engagement.• Operational leadership: Ability to quickly establish the most effective and efficient solutions for the business• Leading Change: Drive development of automation; SMS text, outbound dialer, chat, chatbot, to further drive efficiencies, optimize labor resources, improve the client experience• Leading People: Ability to maximize employee potential • Results Driven: Ownership, accountability, and continuous improvement• Core Competencies: Call Center Operations Management; Development; Workforce Optimization; Strategic Planning; Tactical Execution; Process Oriented; Client Management; Change Management & Innovation; Recruitment; Training; Leadership; Quality Assurance; Project Management; Nice inContact; Salesforce.com; MS Office (Word, Excel, PowerPoint)

Education

• Missouri State University

  BS, Industrial Management

• Missouri State University

  Bachelor of Science (B.S.), Engineering/Industrial Management

Skills

• Project Management
• Salesforce.com
• Medical Devices
• Performance Metrics
• Strategic Planning
• Call Centers
• Healthcare
• Business Development
• Director Level
• Client Service Consultant
• Program Management
• Customer Service
• Management
• Program Development
• Team Building
• Voice of the Customer
• Financial Controlling
• Process Improvement
• Salesforce.com Implementation
• Analytics
• Business Strategy
• Vendor Management Skills
• Competitive Analysis
• Customer Experience
• Operational Turnaround
• Organizational Agility
• Lifesciences
• New Business Development
• Strengthening Client Relationships
• Manage Client Relationships
• Vendor Management
• Cross-Functional Team Leadership
• Pharmaceutical Industry
• Client Relations Skills
• Margin Expansion
• Biotechnology
• Strategic Vision
• Operations Management
• Account Management
• Continuous Improvement Culture