Sandra Turner-Fraser
Port St. Lucie,FL
Summary
Operations professional with strong background in optimizing processes and driving team performance. Proven ability to lead collaborative efforts, adapt to changing demands, and deliver impactful results. Expertise in project management, workflow improvement, and team development. Known for reliability, strategic thinking, and fostering productive work environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Delivery Operations Team Lead
Accenture
02.2021 - Current
- Acting Group Lead; previously managed up to 12 teams each with 20-25 members per team, for a total of over 200+ agents.
- Lead daily team meetings to foster communication and collaboration.
- Improved efficiency with effective resource allocation and management.
- Analyzed performance metrics to identify areas for improvement.
- Monitor and evaluate team member’s performance, providing learning and coaching opportunities to assist in the development and growth of their skills and careers.
- Monitor day to day operations within area of responsibility to meet project goals and performance standards.
Operations Coordinator
Kellogg, Brown, & Root Services
01.2019 - 02.2021
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Boosted productivity by establishing effective communication channels between departments.
- Ensured compliance with industry and country regulations, keeping accurate records and managing audits as required.
- Coordinated logistics activities including transportation arrangements, warehousing solutions, employee clearance documentation.
- Worked with vendors to make purchases and reconcile invoices.
- Optimized operational efficiency, coordinating cross-functional teams to achieve project goals.
Service Delivery Operations Team Lead
Accenture
07.2018 - 12.2018
- Led a team of over 50 agents, enhancing customer satisfaction and service quality through effective supervision of customer interactions across various communication channels.
- Successfully managed the onboarding and offboarding of staff, ensuring seamless integration and access to necessary systems and training.
- Analyzed daily, weekly, and monthly service levels, identifying trends and implementing targeted training to improve personnel performance.
- Conducted daily huddles, weekly wrap-ups, and monthly one-on-one meetings, fostering open communication and continuous improvement among analysts and management.
- Developed and executed performance improvement coaching plans, resulting in measurable increases in production and quality targets.
- Assigned tasks and monitored work quality, ensuring high standards and consistency across the team.
- Optimized agent workloads, ensuring balanced responsibilities and providing opportunities for professional development.
Business Process Analyst
Kellogg, Brown, & Root Services
07.2009 - 02.2012
- Facilitated on-site training, guidance, and served as a POC for 220+ IBM MAXIMO® end-users.
- Built strong relationships with internal clients to better understand their personnel and equipment needs, ensuring ongoing compliance.
- Generated daily, weekly, and monthly reports for cross-functional teams to ensure compliance across various departments and multiple locations, tracking high-value US government equipment.
- Analyzed data for reports ensuring accuracy, consistency, and evaluation of necessary data.
- Documented reported discrepancies to provide resolutions with process adjustments.
- Developed the Standard Operating Procedures for maintenance database operators to streamline the processes and ensure uniformity in business practices for multiple locations.
Education
No Degree - Health Facilities Management
University of Maryland Global Campus
Hyattsville, MDSkills
- Team Management
- Resource Management
- Process improvement
- Cross-functional collaboration
- Supply Chain Management
- Service delivery
- Operations management
- Task Coordination
- Process Evaluation
Certification
- Six Sigma Certification
Timeline
Service Delivery Operations Team Lead
Accenture
02.2021 - Current
Operations Coordinator
Kellogg, Brown, & Root Services
01.2019 - 02.2021
Service Delivery Operations Team Lead
Accenture
07.2018 - 12.2018
Business Process Analyst
Kellogg, Brown, & Root Services
07.2009 - 02.2012
No Degree - Health Facilities Management
University of Maryland Global Campus