SANTELL SANFORD
Kennedale,TX
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
21
21
years of professional experience
Work History
General Warehouse Associate
Home Goods Distribution Center
Fort Worth, TX
09.2025 - Current
- Collaborated with team members to complete daily tasks and ensure smooth workflow in a fast-paced environment.
- Facilitated efficient transportation of shipment materials between designated areas to streamline operations.
- Verified accuracy of received contents by cross-referencing shipping orders and invoices.
- Assisted with the training for new associates on operational procedures and equipment usage to ensure effective onboarding.
- Consistently lifted materials weighing as much as 45 pounds.
Billing Consultant
Aetna/ CVS Health
Arlington, TX
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.
Multi-Team Lead
H&R Block
Arlington, TX
10.2019 - 04.2025
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Facilitated enhancement of productivity by establishing efficient workflow processes and defining clear performance expectations for 30 staff members.
- 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.
- Oversaw team operations to ensure compliance with tax regulations and company policies.
- Collaborated with management to set strategic goals and performance targets for the team.
- Analyzed client feedback to identify areas for service enhancement and operational adjustments.
- Facilitated regular team meetings to discuss challenges, share insights, and foster collaboration.
- Coordinated with cross-functional teams to streamline communication and improve service delivery.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Senior Customer Service Representative
Aetna/ CVS Health
Arlington, TX
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, MONo Degree - Business Administration And Management
Colorado Technical University
Colorado Springs, CO05.2027
Skills
- Meeting facilitation
- Employee scheduling
- Performance coaching
- Staff development
- Problem-solving
- Time management
- Critical thinking
Timeline
General Warehouse Associate
Home Goods Distribution Center
09.2025 - Current
Billing Consultant
Aetna/ CVS Health
10.2019 - Current
Multi-Team Lead
H&R Block
10.2019 - 04.2025
Senior Customer Service Representative
Aetna/ CVS Health
08.2004 - 10.2019
No Degree - Business Administration And Management
Colorado Technical University
High School Diploma -
Southwest Science Math Magnet High School