Sandra Smith
Duncan
Summary
Results-oriented professional with extensive leadership experience in high-stakes environments. Skilled in strategic planning, operational optimization, and organizational growth. Known for fostering team collaboration and delivering results under changing conditions. Key strengths include strategic vision and stakeholder management.
Overview
13
13
years of professional experience
Work History
Executive Escalation Specialist
Complete Solar
09.2024 - 04.2026
- Directed collaborative efforts among diverse teams to achieve project objectives within established budget and timeline.
- Advised executive management on the strategic direction of regulatory activities, incorporating both short-term and long-term goals for the company.
- Facilitated productive communication between company management and regulatory agencies, fostering positive relationships.
- Analyzed and resolved incidents, ensuring objective management of accessorial charges to maximize revenue.
Executive Escalation Specialist
SunPower Corporation
02.2021 - 09.2024
- Achieved successful resolution of customer complaints escalated to executive leadership and public relations. Managed over 650 cases, acting as the sole point of contact for resolution. Streamlined communication with partners, optimized resource coordination, and developed strategies for customer recovery.
- Led initiatives to identify and resolve internal defects affecting customer satisfaction and resolution efficiency. Analyzed recurring errors in monitoring units associated with specific batch dates. Implemented remediation strategies and replacements, resulting in a significant reduction of cases by approximately 15 weekly.
- Facilitated strategic discussions with senior leadership to enhance customer relationships and tackle emerging challenges affecting service delivery.
- Assisted legal and financial teams in conducting thorough investigations of litigation claims, insurance claims, financial crimes, and regulatory complaints to ensure compliance and risk management.
Customer Service Manager/Buyer
Complete Book & Media Supply, LLC
08.2013 - 11.2020
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement. Improved our service level from 55% to 90% over 90 days by establishing a regular monitoring cadence that would flag non-performance daily. This resulted in positive improvements across the scorecard.
- Supervised and trained 60 new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections resulting in an increase in sales of 15%.
- Assessed trends and inventory using time-series to forecast inventory needs and developed a just in time replenishment mechanism that lowered inventory aging.
- Negotiated prices, discount terms and transportation arrangements with suppliers.
Education
Bachelor of Arts - Law and Society
Penn State University
Skills
- Effective escalation resolution
- Coaching development
- Team collaboration
- Effective communication skills
- Process optimization expertise
- Comprehensive executive coordination
- Client-focused
Timeline
Executive Escalation Specialist
Complete Solar
09.2024 - 04.2026
Executive Escalation Specialist
SunPower Corporation
02.2021 - 09.2024
Customer Service Manager/Buyer
Complete Book & Media Supply, LLC
08.2013 - 11.2020
Bachelor of Arts - Law and Society
Penn State University