Sandra Henley
Lorenzo,TX
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
28
28
years of professional experience
Work History
Director of Customer Relations
Visual Edge IT
12.1999 - Current
- Enhanced customer satisfaction by implementing effective communication strategies and conducting regular customer feedback analysis.
- Streamlined customer service processes for increased efficiency and faster response times.
- Developed strong relationships with key clients, resulting in improved account retention and growth.
- Implemented comprehensive training programs for new hires, fostering a positive work environment and well-equipped staff.
- Collaborated with cross-functional teams to address customer concerns, ensuring timely resolutions and satisfied clients.
- Oversaw the development of a knowledge base for common customer issues, facilitating consistent support across the team.
- Championed continuous improvement efforts within the department, driving process enhancements that resulted in increased efficiencies and reduced costs.
- Established performance objectives for team members, providing ongoing coaching and guidance to ensure achievement of goals.
- Conducted regular reviews of team performance against targets, identifying trends and formulating actionable insights for continued success.
- Managed multiple projects simultaneously, ensuring timely completion while maintaining high quality standards.
- Delivered consistent process improvements through the utilization of data-driven decision-making methods.
- Oversaw change management efforts during process overhauls, effectively minimizing disruptions to operations and staff morale.
Medical Office Manager
Pediatric Therapy Inc.
12.1995 - 12.1999
- Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
- Streamlined office operations for increased efficiency and productivity through effective staff training and delegation of tasks.
- Enhanced patient care by establishing strong relationships with medical professionals, including physicians, nurses, and technicians.
- Increased revenue by optimizing billing processes and ensuring timely collection of payments from both patients and insurance companies.
Education
High School Diploma -
Sudan High School
Sudan, TXSome College (No Degree) - Business Administration
South Plains College
Levelland, TexasSkills
- CRM Software
- Customer Satisfaction
- Client Retention
- Customer Service
- Process Improvement
- Employee Development
- Continuous Improvement
- Organizational Skills
- Positive Attitude
- Work Planning and Prioritization
- MS Office
- Reliability
- Employee Coaching and Mentoring
- Adaptability
- Attention to Detail
- Training and Development
Timeline
Director of Customer Relations
Visual Edge IT
12.1999 - Current
Medical Office Manager
Pediatric Therapy Inc.
12.1995 - 12.1999
High School Diploma -
Sudan High School
Some College (No Degree) - Business Administration
South Plains College
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