Sandra Mancini

Interacted with internal customers to understand business needs and translate into requirements and project scope.

Collaborated with stakeholders to define project objectives and criteria.

Performed gap analysis to identify areas of improvement.

Improved business direction by prioritizing customers and implementing changes based on collected feedback.

Generated ad-hoc reports to evaluate specific business requirements.

Business Process Improvements

Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.

Managed multiple project tasks simultaneously daily.

Coordinate project testing in a diverse project team environment, devise test plans, organize and facilitate project meetings, assist in the development of business cases and requirement writing, moderate testing reporting meetings, generate testing data and daily working knowledge of the Quality Center tool.

Collaborated with IT and the Business group to provide support for multiple projects across all company jurisdictions and supported the Project Manager as well as the project team as a whole.

Identify project issues and effectively seek resolution.

Ability to collaborate effectively on business process improvement initiatives and financial process analysis.

Conduct testing of many facets on Projects and SIR's on a regular basis.

Collected, defined and analyzed business requirements.

Trained business personnel in use of systems.

Identified needed business improvements and determined appropriate systems required to implement solutions.

Coordinated data migration and consolidation efforts.

Helped deploy system enhancements to improve field operations.

Created and maintained standard operating procedures governing system functions and features.

Assessed business requirements to create focused solutions.

Analyze customer service associate calls for compliance and quality. Provide training and support to the three Legacy Progress Energy call centers as well as all Legacy Duke centers representatives and supervisors in process improvement. Ensure the extremely high quality of service provided to the company's customers meets company goals and standards and help improve/maintain customer satisfaction survey scores.

Identify process improvement opportunities with policies and procedures

Collaborate with other Quality Analysts to ensure consistency in monitoring.

Collaborate with the Project Management team as a quality expert when requested.

Facilitate monthly meetings with Call Center Supervisors to assist with coaching and feedback to associates; lead calibration sessions with analyst team as well as call center supervisors/managers.

Through time management, ensure daily/monthly quotas for quality monitoring are met.

Provide coaching and training to associates in the use of multiple quality measuring programs (Qfiniti/Veriant)

Successful management and implementation of the Progress Energy Special Medical Needs Program as well as the Braille Bill program.

Assisted with the resolution of Florida Public Service Commission Complaints and Inquiries.

Implemented rapport building skills with Progress Energy's community Assistance Agencies that offer financial assistance to utility customers.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Took ownership of customers issues to follow problems through to resolution.

Verified accuracy of customer account information and updated when necessary.

Responded to customer needs through competent customer service and prompt problem-solving.

Used exceptional communication to connect with customers, assess needs and present solutions.

Built and maintained connections with customers and represented the company by listening to the customer anticipating their needs and offering solutions.

Exceeded all performance targets

Handled customer's needs with integrity

Accurately maneuvered through multiple computer applications and screens simultaneously

Working independently while being a team player

Small Retail business owner/operator.

Building customer rapport thought quality customer experiences

Experienced in public relations/advertising and management and training of staff.

Responsible for accounting of all revenue, merchandising and ordering of retail merchandise and daily data entry.

Conducted interviews and job screened qualified applicants.

Handled customer inquiries and suggestions courteously and professionally.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Answered constant flow of customer calls with minimal wait times.

Answered customer telephone calls promptly to avoid on-hold wait times.

Updated account information to maintain customer records.

Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services, and company information.

Utilized customer service software to manage interactions and track customer satisfaction.

Processed customer service orders promptly to increase customer satisfaction.