Sandra Jacobs
Cleveland
Summary
Accomplished Operations Manager with 20 years of progressive experience in the medical, financial, and IT sectors. Recognized for leading high-performing teams of up to 100 employees across dynamic environments. I am adept at developing and implementing training programs, conducting performance evaluations, managing payroll and benefits, and resolving complex interpersonal and operational challenges. I am known for exceptional communication skills, technical acumen, and a results-oriented leadership style that drives efficiency, and fosters a culture of collaboration and accountability. Seasoned Director of Operations with significant experience in overseeing daily operations, improving efficiency, and leading successful teams. Proven leadership skills demonstrated through management of cross-functional teams and strategic planning initiatives. Track record of implementing operational improvements that increase productivity and reduce costs.
Overview
17
17
years of professional experience
Work History
Director of Operations/Client Liaison
Simplified Outsource Services
Cleveland
03.2022 - Current
- Built and scaled call center operations from the ground up including staffing, SOPs, and performance tracking.
- Designed training programs and onboarding materials to support rapid employee development.
- Management of team handling over 20000 calls monthly resolving billing issues for patients.
- Oversaw day-to-day HR functions, including onboarding and benefits enrollment.
- Handled employee relations and resolved workplace issues promptly and professionally.
- Troubleshot and maintained proprietary hardware/software across multiple vendors.
- Ability to communicate with all levels of personnel, vendors and upper-level management.
- Partnered with IT to develop an AI-based solution that centralized and automated training content and standard operating procedures for the Epic vendor, improving accessibility and consistency across departments.
- Served as a primary client liaison, building and maintaining strong relationships through clear communication, timely issue resolution, and a deep understanding of client needs. Acted as the bridge between clients and internal teams to ensure expectations were met, deliverables were on time, and service quality exceeded standards.
- Managed all aspects of Human Resources, including employee relations, benefits enrollment, conflict resolution, and insurance administration.
- Administered insurance plans and ensured timely enrollment and compliance.
Director Online Operations
Loan By Phone, Check Into Cash
Cleveland
07.2021 - 03.2022
- Handling of all hiring and firing of employees.
- Planning and controlling implementations based on business needs and requirements.
- Responsible for the strategic planning and execution of all support operations.
- Ability to manage SLAs as business demands.
- Control of the budget and reporting on expenditures.
- Tracked project performance, analyzing the successful completion of short- and long-term goals.
- Ability to establish and maintain internal performance standards for teamwork excellence and individual performance.
- Analyzing operational practices for effectiveness, continued quality, and performance improvement.
Director Contact Center Support
Loan By Phone, Check Into Cash
Cleveland
11.2019 - 07.2021
- Lead liaison with multiple vendors to ensure compliance and functionality for online development and support.
- Control of budget and report on expenditure.
- Handling of all hiring and firing of employees.
- Planning and controlling implementations based on business needs and requirements.
- Responsible for strategic planning and execution of all support operations.
- Ability to manage SLA as business demands.
Project Manager
Loan By Phone, Check Into Cash
Cleveland
04.2019 - 11.2019
- Ensured online compliance of all software changes.
- Coordinate internal resources and vendor for collections management.
- Managed changes to project scope along with team.
- Measured project performance.
- Tracked project performance, analyzing the successful completion of short- and long-term goals.
- Ability to manage SLA as business demands.
Director IT Support Services
Check Into Cash
Cleveland
05.2008 - 04.2019
- Ensured compliance of all software changes for 1000 stores.
- Handling support of corporate office which employs 889+ employees.
- Control budget and report on expenditure.
- Planning and controlling implementations based on business needs and requirements.
- Responsible for strategic planning and execution of all support operations.
- Ability to manage SLA as business demands.
- Direct and oversee the fulfilment of project assignments, within budget and on schedule directed by business needs.
- Analyzing operational practices for effectiveness and continued quality and performance improvement.
- Driving ongoing process improvement via problem management processes to eliminate systemic root causes of escalations.
- Meets financial objectives by estimating requirements; preparation of annual budget; scheduling expenditures; analyzing variances.
- Ability to establish and maintain internal performance standards for teamwork excellence and individual performance.
- Preparation of performance reports by collecting, analyzing, and summarizing data and trends.
- Reconciliation of monthly charges made outside of normal protocol.
- Accomplishes organization goals by accepting ownership for accomplishing.
- Responsible for development and administration of department to attain business goals with operational stability.
- Administering scheduling systems, communication of job expectations, planning and reviewing compensation actions.
- Monitoring of system performance, identifying, and resolving problems, and managing system and process improvement.
- Deliverables to include measurable ROI, strategic innovation, and performance reporting.
- Preparation of training materials for new hires and current employees.
- Management of team handling over 31000 calls monthly resolving all issues for our field offices.
- Ability to identify the need for upgrades, configurations or new systems and report to upper management.
- Handling of all hiring and firing of employees.
- Proficient daily use of Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Microsoft Flow, Planner, Teams and Evernote.
- Knowledge of SQL Server 2008, VNC software, Remote Administration, Team Viewer.
- Ensure compliance with regulatory guidelines and standards.
- Project management of all New Product rollouts. (Internal Customers and outside Vendors).
- Ability to communicate with all levels of personnel, vendors, and upper-level management.
- Ability to handle multiple schedules. Including break times, lunch, and all scheduled/unscheduled time off.
- Experience in analysis, implementation and evaluation of IT systems and their specifications.
- Devise and establish IT policies to support the implementation of strategies set by upper management.
- Implementation of skill-based VoIP system and chat systems to create new SLA standards for the enterprise.
- Analyze the business requirements of all the departments to determine support needs.
Education
High School Diploma -
Western High School
Baltimore, MD06-1991
Skills
- Call center management and operations
- Staff training and development
- KPI tracking and performance optimization
- Process improvement and scalability
- IT troubleshooting and multi-application use
- Customer service excellence
- Project management
- Microsoft Office Suite
- SQL Server
- Remote access tools
- Performance tracking
- Budget management
- Client relations
- Vendor management
- Conflict resolution
- Technical troubleshooting
- Team leadership
- Operations oversight
- Process improvement
- Cost control
- Time management
- Employee scheduling
- Staff scheduling
- Cost reduction
References
References available upon request.
Timeline
Director of Operations/Client Liaison
Simplified Outsource Services
03.2022 - Current
Director Online Operations
Loan By Phone, Check Into Cash
07.2021 - 03.2022
Director Contact Center Support
Loan By Phone, Check Into Cash
11.2019 - 07.2021
Project Manager
Loan By Phone, Check Into Cash
04.2019 - 11.2019
Director IT Support Services
Check Into Cash
05.2008 - 04.2019
High School Diploma -
Western High School
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