Lisa Sanford
Evansville
Summary
Highly detail-oriented professional offering over 12 years of success in Management. Successful at meeting and exceeding branch goals. Expertise in customer service relations, recruitment and human resources.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Client Care Manager
Home Instead Senior Care
04.2023 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
- Analyzed client feedback to identify areas for improvement and implemented necessary changes to enhance the overall customer experience.
- Conducted thorough assessments of client needs, developing tailored action plans for optimal support.
- Managed high-priority accounts, ensuring prompt resolution of inquiries and exceptional service delivery.
- Enhanced customer satisfaction by addressing and resolving client concerns efficiently and professionally.
- Interacted with team members across departments to research and resolve customer issues.
- Conducted case management activities and services with multidisciplinary team.
- Participated in community events to promote services and engage with public.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Conducted Quality Assurance visits monthly with clients and families to ensure the best care.
- Maintained 100% of QA visits completed each month.
Branch Manager
Help At Home, LLC.
09.2018 - 04.2023
- Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Gathered and reviewed customer feedback to improve operations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Provided exceptional customer service to customers, increasing customer loyalty 42%.
- Eased team transitions and new employee orientation through effective training and development.
- Assisted in recruiting, hiring and training of team members.
- Communicated with staff, patients and healthcare providers to encourage highest quality of service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Retail Branch Manager
Dollar General Store
01.2017 - 09.2018
- Gathered and reviewed customer feedback to improve operations.
- Identified and capitalized on community business opportunities with effective networking.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Conducted monthly inventories of raw materials and components on work floor.
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
- Approved regular payroll submissions for employees.
- Developed and maintained relationships with customers and suppliers through account development.
- Onboarded new employees, including training, mentoring and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
Branch Manager
Arcadia Home Care & Staffing
01.2007 - 12.2017
- Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Reviewed shift reports to understand current numbers and trends.
- Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and benefits administration.
- Communicated with staff, patients and healthcare providers to encourage highest quality of service.
- Coordinated leadership workshops to educate team members on best practices to optimize productivity.
- Assisted in recruiting, hiring and training of team members.
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Trained and guided team members to maintain high productivity and performance metrics.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Provided exceptional customer service to customers, increasing customer loyalty 98%.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Education
BBA - Business Administration
Indiana Technical
Indiana05.2014
High School Diploma -
F. J. Reitz High School
Evansville05.1988
Skills
- Operations management
- Policies and procedures
- Staff Recruitment and Hiring
- New Hire Onboarding
- Employment Data Tracking
- Human Resources Management
- Employee Orientation
- Compliance Assessment
- Sales Support
- Quality Assurance
- Customer Service
- Attention to Detail
- Microsoft Office
Accomplishments
- Achieved 100% customer service 4 consecutive months.
- Supervised team of 125 staff members.
- Grew new accounts by 42% in only 12 months.
Certification
- CPR certified Training - 2024
- Licensed Home Health Aide 2021
- CM - Certified Manager Certificate
E.g. Hobbies include: Traveling & Photography
E.g. Hobbies include: Traveling as much as possible
Photography
Timeline
Client Care Manager
Home Instead Senior Care
04.2023 - Current
Branch Manager
Help At Home, LLC.
09.2018 - 04.2023
Retail Branch Manager
Dollar General Store
01.2017 - 09.2018
Branch Manager
Arcadia Home Care & Staffing
01.2007 - 12.2017
- CPR certified Training - 2024
- Licensed Home Health Aide 2021
- CM - Certified Manager Certificate
BBA - Business Administration
Indiana Technical
High School Diploma -
F. J. Reitz High School
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