Peggy Sandji
Raleigh,NC
Summary
Customer-oriented professional with immense success in strategically leveraging client data to provide clear, informative, and sound metrics to drive engagement, satisfaction, and retention. Analytically refining processes to boost customer experience and drive client advocacy and value building internally. Champions optimization through automation and providing innovative solutions to improve processes and business outcomes. Committed to analyzing business and industry trends to best inform customer experience strategies while excelling at driving business development, client success, and customer relationships.
Overview
10
10
years of professional experience
5
5
Certifications
2
2
Languages
Work History
SENIOR CUSTOMER SUCCESS MANAGER
NAA
01.2020 - Current
- Advocate for needs of customers by partnering with product, tech, and marketing departments
- Conduct customer touchpoints and executive business reviews, including maintaining consistent interaction with senior management to measure goal achievement and identify areas of improvement
- Nurture performance excellence by conducting quality, timely performance feedback, and performance appraisals, as well as leading and directing team members on effective methods, operations, and procedures
- Leverage industry-specific, best-in-class business practices by delivering regular business reviews and success plans to senior executives and key business partners
- Cultivated deep and trusted relationships with customers, exceeding client expectations during each phase of customer lifecycle by leading a team of customer success team members and leads, providing leadership, guidance, and support
- Acted as strategic "voice of the customer" by monitoring client usage data, health indicators, and growth opportunities, translating into strategies for success
- Bestowed with Manager of the year for achieving 21% improvement in CSAT scores within a year with a steady yearly average of 94% by updating formatting and analyzing data
- Credited for drastically increasing efficiency of P&L management by 5–15% above monthly, quarterly, and yearly goals by pioneering sustainability and amplifying sales
- Garnered 270% growth within 3–4 years by refining CSAT and advocating for organizational growth.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
GENERAL MANAGER/ BUSINESS DEVELOPMENT
Chipotle Mexican Grill
01.2014 - 01.2020
- Mobilized key administrative and financial services by managing profit goals against budget and PY, controlling costs within budget
- Optimized process success and mitigated churn by proactively meeting safety and security standards through overseeing maintenance and repairs
- Increased productivity enhanced with operational efficiency by supervising subordinates and staff relating to employment, compensation, labor and employee relations
- Streamlined database and compiled statistical reports
- Successfully executed business plan by executing sales and operational activities, including setting up proactive HR functions, complying with labor regulations
- Delivered innovative new programs in partnership with key cross-functional teams to ensure continuous business success; implemented open-door communication system, reaching employees across department lines
- Measured, amplified, and sustained productivity by efficiently reviewing financial statements, sales or activity reports, and performance data while handling optimal staff work schedules
- Built brand loyalty and refined operational outcomes using customer feedback, as well as investigated and reported on industrial accidents for insurance carriers
- Met product and service quality standards by conducting ongoing evaluations and investigating complaints.
Education
Bachelor Of Science (B.S.) In Business Administration -
Western Governor University
Salt Lake City, UTAHSkills
Records Management, Data Entry, Conflict Mediation, Project Management, Account Management, Quality Assurance, Sales Methodology Creation, Customer Experience, Pipeline Development, Operational Planning, Process Improvement, Client Relationship Management, Customer Success Metrics, Client Needs Assessment, Agile Methodology, Leadership, Customer Service, Microsoft, G-Suites, Salesforce, Jira, Taleo, Workday, Trello, Asana, Macess, Avaya, Facets, Amisys, and Smartsheet, Trizetto, Facets, Data-driven decision-making, Customer Advocacy, Upselling strategies, Data-driven decision-making
Certification
Business Essentials Certificate
Strategic Thinking/Innovation Certificate
Project Management Certificate
Life Insurance License (North Carolina)
NC Personal Lines (31 States)
Key areas of qualification
- Project Management
- Account Management
- Quality Assurance
- Sales Methodology Creation
- Customer Experience Pipeline Development
- Operational Planning
- Process Improvement
- Client Relationship Management
- Customer Success Metrics
- Client Needs Assessment
- Agile Methodology
Languages
French
Native or Bilingual
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
SENIOR CUSTOMER SUCCESS MANAGER
NAA
01.2020 - Current
GENERAL MANAGER/ BUSINESS DEVELOPMENT
Chipotle Mexican Grill
01.2014 - 01.2020
Bachelor Of Science (B.S.) In Business Administration -
Western Governor University
Business Essentials Certificate
Strategic Thinking/Innovation Certificate
Project Management Certificate
Life Insurance License (North Carolina)
NC Personal Lines (31 States)
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