Sandi Michel - Retired

Experience

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  AT&T

  Jan 1973 - Jan 2003

  Director Network Services

  Reported directly to VP, Customer Care. Managed 1,200-seat, 6-site customer-facing call-center operations team (inbound/outbound/mail/email/web/chat), providing helpdesk and maintenance support for Voice and Data, Disaster Recovery, Business Continuity, Digital Video, Global Digital Video Teleconferencing, and Domestic/International Network and Long Distance to AT&T Business Customers. • P&L responsibility for $100MM; managed 60 direct reports and 1,100 indirect reports.• Marquee clients included BellSouth, Bet on Sports, Blue Cross-Blue Shield, CNN, Delta Airlines, Dial America, Fox News, H.E.Butts, Palmetto Hospitals, Putnam, Staples, Allstate, Bank of New York, Blue Streak, Campbells, Consolidated Freight, Discover, Deutch Verkehrsbank, E-Tyden, Ernst & Young, Ferro Chemical, Haliburton, Ivans, Pharmacia, SC Johnson, Schlotskys, Tokio Marine, Washington Mutual, ADT, Alestra, Astra Zeneca, Boeing, CitiCorp, Conrail Railroad, CSX Railroad, Delphi Automotive, Dow Jones, EnergyOne, FedEx, FedEx Passport 2, General Motors, Golf Digest, Kraft, General Foods, Miller Brewing, Oscar Mayer, TacoBell, MasterCard, McDermott International, Millennium, Nestle's, OMCC, Owens Corning, Pfizer, and Wacovia.• Managed 120+ multi-level/multi-site national sales managers for signature clients, interfacing with sales teams and customers.• Evaluated, coached and improved employee performance by 30% against established goals, improving employee satisfaction by 25% and retention rate by 40%.• Implemented QA initiatives, achieving service levels of 80% in 20 seconds, <3% abandoned call rate, 90% adherence, and improving customer satisfaction from 60% to 95%.• Developed operational and business plans/strategies, resulting in $500K annual revenue/$60 per hour. Show less

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  Cequel III

  Aug 2003 - Feb 2007

  Vice President, Operations and Technology

  Vice President, Operations and Technology Reported directly to Senior Vice President. Managed multi-site sales and service operations blended multi-channel environment; responsibilities included strategic planning and budgeting, revenue generation, technical support, customer care, employee staffing and development, and facilities management. P&L responsibility for $55MM.

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  International Customer Management Institute (ICMI), a division of United Business Media

  Feb 2007 - Mar 2009

  Senior Consultant

  Sandi Michel is a Senior Consultant at ICMI bringing more than 30 years’ experience in call center operations and technology. Sandi has expertise in global environments, outsourcing and in-house start up call centers. Responsible for expert consulting with large consulting contracts, Client Services, and PMO development and management.Ms. Michel held senior level leadership positions as Vice President of Customer Care and Call Center Director for US Voice and Data Network Services for two of the largest global and domestic premier communications companies. She has a Master's Certification in Project Management through Steven's Institute of Technology.Sandi Michel has a Bachelor of Science Degree in Business Administration, and she has served on the Technology Advisory Board for Tulane University and the Advisory Board for Continuing Education for the University of North Florida. Sandi is an active member of the Dallas Chapter of PMI (Project Management Institute). She is an honored member of the Continental Who’s Who Registry of National Business Leaders for Professionals and Executives. Show less

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  Business Consulting Company

  Apr 2009 - Mar 2010

  Senior Business Consultant

  Sandi Michel is a Senior Business Consultant and Program Director with strong leadership skills complemented with project planning & management experience, IT consulting for software and hardware implementations, process engineering, system design, account management, and technical skills. She has a proven record of building long-term relationships with clients in the public and private sectors and identifying opportunities to optimize their environment and infrastructure for more than 17 years. ITIL Certified. PMP Certified. Member/Officer of itSMFUSA, and Baton Rouge Chapter of PMI Show less

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  Franciscan Missionaries of Our Lady Health System

  Mar 2010 - now

  Franciscan Missionaries of Our Lady Health System System Director of Strategy, previously Director of Supply Chain Systems and Quality, and Leads The Office of Data Standards & InteroperabilityPrior position: FMOLHS Information Systems Senior Project Manager serving a network of hospitals, clinics, physicians, elderly housing, and integrated information systems including but not limited to Our Lady of the Lake Regional Medical Center, Our Lady of Lourdes Regional Medical Center, St. Elizabeth Hospital, St. Francis Medical Center, St. Francis North Hospital,and Calais Health, LLC. Certified Master Project Manager and PMP, ITIL, Lean Six Sigma Black Belt.Recent projects include implementation of scanning in supply chain and in the operating rooms and other clinical areas across the health system, implementing Unique Device Identifiers' capture, store and transmission from GDSN, GUDID, data pool, data cleansing, supply chain, materials management, ERP, EHR, UDITracker, recall management, using systems including but not limited to Lawson, EPIC, Cerner, GHX NuVia, CCX, Procurement Suite, GS1 US and GS1 Global, FSEnet, ManageRecalls, Champion. Recent Notable Committees are AHRMM Conference Education Committee, GS1 Global Office and GS1 US joint workgroup, GS1 Point of Care Scanning Work Group, Cross Industry discussion on GLN & GDSN Show less Sandi Michel is currently the FMOLHS Director of Supply Chain Systems and Quality, & Chief Accountability Officer at Franciscan Missionaries of Our Lady Health System serving a network of hospitals, clinics, physicians, elderly housing, and integrated information systems including but not limited to Our Lady of the Lake Regional Medical Center, Our Lady of Lourdes Regional Medical Center, St. Elizabeth Hospital, St. Francis Medical Center, St. Francis North Hospital,and Calais Health, LLC. As a member of GS1 Healthcare US, Sandi Michel plays an active role in driving adoption and use of GS1 Data Standards in the U.S. by working with other industry members through community groups, workgroups, and task groups to improve patient safety and supply chain efficiency. Show less

  • System Director of Supply Chain Strategy

    Mar 2019 - now

  • System Director of Supply Chain Strategy

    Jan 2019 - now

  • Director of Supply Chain Strategy

    Jan 2019 - now

  • System Director of Supply Chain Strategy

    Mar 2010 - now

  • Director of Systems & Quality

    Mar 2010 - Mar 2019
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  Retired

  Jan 2022 - Jan 2022

  Retired

  I retired effective January 1, 2022 and remain retired.