Resume for Sandra Herrera
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Resume for Sandra Herrera

SANDRA HERRERA
South San Francisco, CA |------------| H------------
------------/in/sandra-herrera-0b50532b/



PROFESSIONAL SUMMARY
CUSTOMER SUCCESS MANAGER| MANAGING TEAMS | OPERATIONS

Highly skilled C2C and Customer Success Manager with 15 years� experience in the resource recovery, patient services and biotechnology industries. Serves as liaison between Company and strategic accounts. Proven track record of exceeding company targets within a competitive market. Strategic process owner, supporting organizational goals for providing business process solutions to company executives, and ultimately meeting internal and external customer expectations. Excellent coach and mentor who takes pride in successfully developing and retaining team members. Establishes a consultant role to internal and external stakeholders. Has a �can do attitude� with focus on getting the job done with excellence.
Key Accomplishments:
? Recology. Key driver in the optimization of customer accounts by creating the following improvements: a self-service portal for Bulky Item Collection pick-ups that avoids customers calling the office or emailing requests, developing a Standard Operating Procedure to easily onboard clients, and a Quick Reference Guide that Service Representatives now use to answer questions more competently.
? Recology. Created Quality Assurance training tools to maintain a less than 1% error rate.
? Recology. Appointed Assistant Manager duties including recruiting, screening, onboarding, coaching, and training employees.
? Recology. Consulted and advised senior Executive management on process improvement strategies to make the Company more efficient.

Core Competencies
? Retention ? Leading Teams?? Implementation?? Optimization ? Data Driven Decision-Making?
? Excellent Presentation Skills ? Continuous Improvement?? Coach & Mentor?? Strategic Thinking
? Written & Oral Communication Skills









PROFESSIONAL EXPERIENCE

Recology, San Francisco, CA December 2019� May 2020
C2C Business Process Owner
� Collaborated with management, acting as subject matter expert to execute projects and deliver results including restructuring the debris box departments which led to an increase in revenue, and creating a timely remote employee manual that allowed for a more seamless transition for employee work-from-home environments during the Covid-19 crisis.
� Implemented process improvement initiatives including the standardization of call center duties across all operating companies so that data was captured uniformly to avoid errors, and consolidating the Billing function so that only one team sent all statements to each department on one day rather than several resulting in a unified distribution of bills.
� Conducts research, data gathering and analysis, process design mapping, and monitoring to update standards.
� Appointed to take on Office Manager duties including coordinating the construction of 3 new sites.
Recology, Santa Rosa, CA September 2012 � November 2019
Customer Service Manager
� Supervise day-to-day operations in the customer service department, responsible for recruiting, hiring, training, developing, performance reviews.
� Lead 29 union employees, 1 non-union employees, and 3 supervisors, ensuring operational excellence in accordance with customer expectations.
� Leverages proactive decision-making and timely issue resolution to manage books of business.
� Acts as a partner to the field to educate and advocate for customers within the organization to drive new functionality and process improvement.
� Respond to customer service issues in a timely manner.
� Create effective customer service procedures, policies, and standards.
� Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
� Maintain accurate records and document all customer service activities and discussions.
� Assess service statistics and prepare detailed reports on findings.
� Manage the approved budget of the customer service department.

Lash Group, San Bruno, CA February 2006 � February 2012
Operations Manager
� Strengthened compliance; improved processes; and elevating output, quality, customer satisfaction and employee morale to all-time bests.
� Supervised 90 employees, responsible for recruiting, hiring, training, developing, and performance reviews.
� Maintained the shift and phone schedules for 80 employees.
� Developed and launched a 2-week New Hire Training Schedule that was previously a 45-day process, resulting in new employees able to assist patients sooner.
� Contributed to budget development and applying key financial indicators to help measure program financial performance.
� Assisted with implementing new internal and external systems by performing UAT, conducting training sessions and working with other departments to ensure consistency throughout the Company.
� Participated in on-site visits across the United States.

EARLIER PROFESSIONAL EXPERIENCE

� Reimbursement Analyst. Genentech (Adecco). South San Francisco, CA. (April 2005 � February 2006)

EDUCATION AND CERTIFICATION
� Master of Science, Management & Leadership |anticipated graduation: December 2021| Western Governors University, Salt Lake City, UT
� Certification, Lean Six Sigma Green Belt | 2019
� Bachelor of Arts, Psychology |2003 | San Francisco State University, San Francisco,