Sandy Neely
Las Vegas,United States
Summary
Accomplished in diversifying training programs and expanding course offerings to handle larger numbers of enrollees. Well-versed in developing courses for new topics and adjusting existing classes to meet changing demands. Hardworking and disciplined leader with advanced conflict resolution skills, good organizational abilities, and proactive approach.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Training Manager
Remerge America LLC
Las Vegas, NV
06.2020 - Current
- Developed and delivered customized customer service training courses for clients.
- Identified potential problems in our current approach towards customer service delivery.
- Reviewed customer complaints and developed strategies to address them effectively.
- Coached team members on how to handle difficult customers in a professional manner.
- Ensured compliance with applicable laws and regulations regarding customer service operations.
- Assisted new hires with onboarding processes related to customer service roles.
- Developed surveys for customers about their experience with our services.
- Analyzed customer service trends to improve the quality of services provided by employees.
Safety Manager
KAPTYN
Las Vegas, NV
06.2021 - 08.2024
- Assisted in the development of emergency response plans in case of accidents or disasters.
- Consulted with external stakeholders regarding their roles in ensuring a safe work environment.
- Organized fire drills on a regular basis to verify preparedness for emergencies.
- Investigated incidents of injury or illness to determine root cause and corrective action plans.
- Collaborated with management teams to develop strategies that promote safe work practices.
- Intervened in unsafe situations to prevent injuries or property damage.
- Monitored employee performance to ensure safe working practices are followed.
- Reviewed incident reports from workers' compensation claims to assess effectiveness of current safety measures.
Customer Service Manager
Mv Transporation
Las Vegas, NV
12.2019 - 06.2020
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Monitored staff performance to ensure adherence to customer service standards.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Developed policies and procedures related to customer service operations.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Quality Assurance Manager
Transdev Transportation
Las Vegas, NV
08.2014 - 12.2019
- Established key performance indicators for evaluating the effectiveness of the company's quality management system.
- Maintained records of all test results and monitored trends over time in order to detect potential problems early on.
- Provided guidance on process improvements and best practices in order to maintain high levels of product quality.
- Participated in meetings with customers regarding product specifications or other quality-related topics.
- Monitored production activities for conformance to established quality requirements.
- Investigated customer feedback and developed strategies for addressing complaints quickly and efficiently.
- Trained personnel on the use of new technologies or techniques designed to improve product reliability or safety standards.
- Coordinated with other departments such as engineering, manufacturing, sales. in order to resolve any issues related to product quality.
- Fielded customer complaints and rectified service issues.
- Managed company onboarding processes, interviewing, and selecting new quality assurance personnel.
Education
Bachelor of Science - Criminal Justice
Brown College
Minneapolis, MN07-2009
Skills
- Feedback Analysis
- Training delivery
- Call Monitoring
- Task Delegation
- Quality Control
- Group facilitation
- New Hire Orientation
Affiliations
- Dog lover
- Swimming/gym
- youth mentoring
Accomplishments
- Recipient of Employee of the Year Award Recognized for exceptional performance and dedication to achieving company goals.
- Leadership Role as Quality Assurance Manager Successfully led a cross-functional team of 25 members to deliver a high-profile project ahead of schedule and under budget.
- Life Coach of the Year, Local Community Center honored for commitment to community service and organizing successful fundraising events.
Certification
- CPR First Aide And AED Instructor Train the Trainer
MADD DADS
- youth mentoring
- facilitate fatherhood class and discussion
- promote positive behaviors in communities
- advocate against drugs and social disorders
Timeline
Safety Manager
KAPTYN
06.2021 - 08.2024
Customer Service Training Manager
Remerge America LLC
06.2020 - Current
Customer Service Manager
Mv Transporation
12.2019 - 06.2020
Quality Assurance Manager
Transdev Transportation
08.2014 - 12.2019
Bachelor of Science - Criminal Justice
Brown College
Similar Profiles
Vanisha BoganVanisha Bogan
Customer Service Representative at Remerge AmericaCustomer Service Representative at Remerge America
Andrea BuonoAndrea Buono
Principal Salesforce Solution Architect at RemergePrincipal Salesforce Solution Architect at Remerge
Ella ChoiElla Choi
HR/ Admin Assistant at GenBody America LLC. (Kwell Laboratories LLC.)HR/ Admin Assistant at GenBody America LLC. (Kwell Laboratories LLC.)