Summary
Overview
Work History
Education
Skills
Timeline
Generic

SANTELL SANFORD

Texas

Summary

Determined and experienced in mentoring and challenging team members to meet and exceed company goals.

Experienced with team leadership, fostering productive and cohesive work environment through clear communication and conflict resolution. Utilizes strategic planning to guide teams toward achieving organizational goals. Track record of improving team performance and driving successful project completion.

Team management professional with robust background in guiding teams to achieve operational goals and improve performance. Known for strong focus on collaboration and adaptability to changing needs, ensuring consistent and reliable results. Skilled in conflict resolution and strategic planning, valued for organizational and leadership qualities.

Qualified Team Lead with proven history of leading teams to success through effective management and clear communication. Demonstrated ability to oversee projects from inception to completion, ensuring high standards and timely delivery. Adept at fostering team collaboration and resolving conflicts to maintain productive work environment.

Overview

20
20
years of professional experience

Work History

Multi-Team Lead

H&R Block
10.2019 - Current
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
  • Guided staff of 30 employees to enhance productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Led employee relations through effective communication, coaching, training, and development.
  • Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
  • Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
  • Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.

Billing Consultant

Aetna/ CVS Health
10.2019 - Current
  • Generated an average of 20 invoices upon receipt of billing information and tracked collection progress.
  • Established a strong rapport with clients, fostering long-term relationships built on trust and effective communication around billing matters.
  • Communicated with clients to review and verify client billing requirements.
  • Maintained detailed records of all client interactions regarding billing matters, contributing to a comprehensive customer relationship management database.
  • Prepared itemized statements and bills and invoices, recording amounts due for purchases or services rendered.
  • Worked closely with finance department to reconcile accounts receivable balances, providing accurate financial reporting for decision-making purposes.

Senior Customer Service Representative

Aetna/ CVS Health
08.2004 - 10.2019
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Trained and directed new hire classes with 15-20 employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

High School Diploma -

Southwest Science Math Magnet High School
Kansas City, MO

No Degree - Business Administration And Management

Colorado Technical University
Colorado Springs, CO
05-2027

Skills

  • Customer focus
  • Workload management
  • Motivational skills
  • Influencing skills
  • Meeting facilitation
  • Remote team management
  • Employee scheduling
  • Staff development
  • Performance coaching
  • Recruitment support

Timeline

Multi-Team Lead

H&R Block
10.2019 - Current

Billing Consultant

Aetna/ CVS Health
10.2019 - Current

Senior Customer Service Representative

Aetna/ CVS Health
08.2004 - 10.2019

High School Diploma -

Southwest Science Math Magnet High School

No Degree - Business Administration And Management

Colorado Technical University

Similar Profiles

CREATE PROFILE
SANTELL SANFORD