Sandra Jacobs
Cleveland,TN
Summary
Experienced in project management, process optimization, and strategic planning. Strong analytical mindset and effective communication skills driving organizational performance. Proven track record of implementing innovative solutions and leading teams to achieve operational success. Expertise in enhancing efficiency and productivity, fostering a collaborative and results-oriented work environment.
Overview
17
17
years of professional experience
Work History
Director of Operations/Client Liaison
Simplified Outsource Services
03.2022 - Current
- Built and scaled call center operations from the ground up including staffing, SOPs, and performance tracking.
- Designed training programs and onboarding materials to support rapid employee development.
- Management of team handling over 20000 calls monthly resolving billing issues for patients.
- Oversaw day-to-day HR functions, including onboarding and benefits enrollment.
- Handled employee relations and resolved workplace issues promptly and professionally.
- Troubleshot and maintained proprietary hardware/software across multiple vendors.
- Ability to communicate with all levels of personnel, vendors and upper-level management.
- Partnered with IT to develop an AI-based solution that centralized and automated training content and standard operating procedures for the Epic vendor, improving accessibility and consistency across departments.
- Served as a primary client liaison, building and maintaining strong relationships through clear communication, timely issue resolution, and a deep understanding of client needs. Acted as the bridge between clients and internal teams to ensure expectations were met, deliverables were on time, and service quality exceeded standards.
- Managed all aspects of Human Resources, including employee relations, benefits enrollment, conflict resolution, and insurance administration.
- Administered insurance plans and ensured timely enrollment and compliance.
Director Online Operations
Loan By Phone, Check Into Cash
07.2021 - Current
- Handling of all hiring and firing of employees.
- Planning and controlling implementations based on business needs and requirements.
- Responsible for the strategic planning and execution of all support operations.
- Ability to manage SLA as business demands.
- Control of budget and reporting on expenditures.
- Tracked project performance, analyzing the successful completion of short- and long-term goals.
- Ability to establish and maintain internal performance standards for teamwork excellence and individual performance.
- Analyzing operational practices for effectiveness and continued quality and performance improvement.
Director Contact Center Support
Loan By Phone, Check Into Cash
11.2019 - 07.2021
- Lead liaison with multiple vendors to ensure compliance and functionality for online development and support.
- Control of budget and report on expenditure.
- Handling of all hiring and firing of employees.
- Planning and controlling implementations based on business needs and requirements.
- Responsible for strategic planning and execution of all support operations.
- Ability to manage SLA as business demands.
Project Manager
Loan By Phone, Check Into Cash
04.2019 - 11.2019
- Ensured online compliance of all software changes.
- Coordinate internal resources and vendor for collections management.
- Managed changes to project scope along with team.
- Measured project performance.
- Tracked project performance, analyzing the successful completion of short- and long-term goals.
- Ability to manage SLA as business demands.
Director IT Support Services
Check Into Cash
05.2008 - 04.2019
- Ensured compliance of all software changes for 1000 stores.
- Handling support of corporate office which employs 889+ employees.
- Control budget and report on expenditure.
- Planning and controlling implementations based on business needs and requirements.
- Responsible for strategic planning and execution of all support operations.
- Ability to manage SLA as business demands.
- Direct and oversee the fulfilment of project assignments, within budget and on schedule directed by business needs.
- Analyzing operational practices for effectiveness and continued quality and performance improvement.
- Driving ongoing process improvement via problem management processes to eliminate systemic root causes of escalations.
- Meets financial objectives by estimating requirements; preparation of annual budget; scheduling expenditures; analyzing variances.
- Ability to establish and maintain internal performance standards for teamwork excellence and individual performance.
- Preparation of performance reports by collecting, analyzing, and summarizing data and trends.
- Reconciliation of monthly charges made outside of normal protocol.
- Accomplishes organization goals by accepting ownership for accomplishing.
- Responsible for development and administration of department to attain business goals with operational stability.
- Administering scheduling systems, communication of job expectations, planning and reviewing compensation actions.
- Monitoring of system performance, identifying, and resolving problems, and managing system and process improvement.
- Deliverables to include measurable ROI, strategic innovation, and performance reporting.
- Preparation of training materials for new hires and current employees.
- Management of team handling over 31000 calls monthly resolving all issues for our field offices.
- Ability to identify the need for upgrades, configurations or new systems and report to upper management.
- Handling of all hiring and firing of employees.
- Proficient daily use of Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Microsoft Flow, Planner, Teams and Evernote.
- Knowledge of SQL Server 2008, VNC software, Remote Administration, Team Viewer.
- Ensure compliance with regulatory guidelines and standards.
- Project management of all New Product rollouts. (Internal Customers and outside Vendors).
- Ability to communicate with all levels of personnel, vendors, and upper-level management.
- Ability to handle multiple schedules. Including break times, lunch, and all scheduled/unscheduled time off.
- Experience in analysis, implementation and evaluation of IT systems and their specifications.
- Devise and establish IT policies to support the implementation of strategies set by upper management.
- Implementation of skill-based VoIP system and chat systems to create new SLA standards for the enterprise.
- Analyze the business requirements of all the departments to determine support needs.
Education
High School Diploma -
Western High School
BaltimoreSkills
- Operational efficiency
- Operational management
- Strategic development
- Effective strategy implementation
Timeline
Director of Operations/Client Liaison
Simplified Outsource Services
03.2022 - Current
Director Online Operations
Loan By Phone, Check Into Cash
07.2021 - Current
Director Contact Center Support
Loan By Phone, Check Into Cash
11.2019 - 07.2021
Project Manager
Loan By Phone, Check Into Cash
04.2019 - 11.2019
Director IT Support Services
Check Into Cash
05.2008 - 04.2019
High School Diploma -
Western High School
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