ALEXANDRA SANCHEZ
Orlando,FL
Summary
Strategically-driven professional with a passion for steering operational excellence and guiding data-driven solutions to enhance operations and organizational productivity. Proven track record of leading initiatives to improve processes, optimize workflows, and achieve cost savings. Skilled in managing process automation, transformational leadership, and delivering exceptional customer service.
Overview
15
15
years of professional experience
Work History
AMI Account Analyst
Kissimmee Utility Authority
12.2019 - Current
- Led strategic efforts to explore and implement cutting-edge analytics solutions within the utility sector, guiding KUA's membership in the Utility Analytics Institute and leveraging data to improve operational efficiency
- Managed process automation initiatives using Tableau, SQL, and Excel, resulting in significant processing time reductions and cost savings
- Guided a coalition of peers to tackle complex challenges collaboratively, drawing on expertise from multiple departments and promoting a culture of continuous improvement
- Advocated for user-centric design principles and change management strategies in the development of tools and enhancements, emphasizing the importance of aligning technology with organizational goals.
- Conducted a department-wide review of manual processes, identifying and eliminating waste, leading to a 90% reduction in processing time.
- Contributed to efforts aimed at addressing customer pain points, leading to a reduction in processing time for new accounts and fostering discussions on further process improvements.
- Cultivated strong inter-departmental relationships to foster cross-functional collaboration, facilitating the sharing of expertise and resources across teams
Collections CSR
Kissimmee Utility Authority
02.2018 - 12.2019
- Ensured compliance with company policies and regulations while managing daily collections processes and optimizing strategies for improved cash flow
- Acted as a liaison between the call center and field workers, managing effective communication channels and translating technical procedures for better customer service
- Collaborated with the IT department to design and manage an integration platform, enhancing system performance and efficiency.
Customer Service Representative
Kissimmee Utility Authority
03.2009 - 02.2018
- Provided exceptional customer service, demonstrating in-depth knowledge of products and services to meet customer needs effectively
- Mentored and trained new customer service representatives, managing their learning and development within the role
- Managed efficient problem-solving and resolution of customer inquiries, consistently meeting or exceeding performance targets.
Education
Masters of Business Administration -
Southern New Hampshire University
Manchester, NHBachelors of Business Administration -
Southern New Hampshire University
Manchester, NHSkills
- Change Management
- Business Intelligence
- Process Improvement and Automation
- Tableau
- Transformational Leadership
- Workflow Optimization
Languages
Spanish
Native or Bilingual
Timeline
AMI Account Analyst
Kissimmee Utility Authority
12.2019 - Current
Collections CSR
Kissimmee Utility Authority
02.2018 - 12.2019
Customer Service Representative
Kissimmee Utility Authority
03.2009 - 02.2018
Masters of Business Administration -
Southern New Hampshire University
Bachelors of Business Administration -
Southern New Hampshire University
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