Syerra Sanford
Colorado Springs
Summary
Five years of experience in learning technology and development, specializing in employee solutions. Skilled in record maintenance, administrative oversight, and operational efficiency enhancement. Proven success in onboarding, compliance tracking, and team communication. Strategic design and data analysis expertise aligning technology initiatives with business goals.
Overview
9
9
years of professional experience
Work History
Lead Customer Case Management
Cigna Healthcare
06.2025 - Current
- Deliver data, reporting, and insights to business leaders, highlighting performance against KPIs and operational metrics.
- Identify trends, performance gaps, and improvement opportunities; develop recommendations and present findings to reporting and business partners.
- Collaborate with training, coaching, and workforce management teams to address trends and drive operational enhancements.
- Provide timely analysis to internal stakeholders on escalated concerns, including root cause identification and failure-point analysis.
- Train, mentor, and support team members on technical processes, quality standards, and best practices.
- Develop business-facing materials, presentations, and performance summaries for leadership review.
- Serve as a liaison and point of escalation for complex issues, ensuring timely and effective resolution.
- Advocate for business needs and strengthen partner relationships across the organization.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Registered Behavioral Technician / Team Lead
Action Behavior Centers
01.2020 - 06.2025
- Supported onboarding and training of new employees, including documentation collection, system access coordination, and policy adherence.
- Maintained correct, confidential employee and client records in compliance with HIPAA and internal standards, demonstrating discretion and attention to detail.
- Served as a primary point of contact for staff questions, providing timely, empathetic, and solutions-focused support.
- Coordinated schedules, tracked certifications, and supported operational reporting using internal systems and spreadsheets.
- Partnered with leadership to ensure consistent implementation of procedures, training milestones, and compliance requirements.
- Balanced multiple priorities in a high-volume, fast-paced environment while meeting deadlines and maintaining accuracy.
- Identified process gaps and contributed to workflow improvements to increase efficiency and reduce errors.
- Collaborated with a team of therapists to provide consistent care strategies.
- Assisted in data collection and documentation of client progress and behavior.
- Implemented individualized treatment plans for clients with developmental disabilities.
- Supported clients in daily living skills to enhance independence and confidence.
- Educated families on behavioral techniques and strategies for home use.
- Participated in ongoing training sessions to stay updated on best practices.
Lead Preschool Teacher
Bright Horizons
01.2019 - 01.2020
- Delivered front-line people support in a highly regulated environment, balancing employee responsibilities with safety, compliance, and service standards.
- Maintained accurate attendance, ratio, and compliance documentation, ensuring data integrity and adherence to organizational and state requirements.
- Utilized internal systems to document daily activities, observations, and progress, demonstrating consistency in data entry and record management.
- Communicated professionally with families and stakeholders, addressing questions and concerns with discretion, empathy, and responsiveness.
- Supported onboarding and training of new staff by modeling policies, procedures, and classroom expectations.
- Collaborated with cross-functional team members to coordinate schedules, resolve issues, and ensure operational continuity.
- Maintained organized, safe work environments aligned with health, safety, and quality standards.
- Protected confidential information and demonstrated sound judgment when handling sensitive records.
- Pioneers Club
Public Relations Head Assistant (Summer Internship)
Legacy community health
01.2017 - 01.2019
- Performed clerical tasks for senior team members.
- Provide positive effective customer experience.
- Access electronic and paper cataloging systems to look up product information and availability.
- Maintain/ update all company's products, services and procedures.
- Directing requests and unresolved issues to other colleagues.
- Resolve customer complaint successfully.
- Assisted with the planning and execution of private, company and client events.
- Organize office and program.
- Very tasked oriented but flexible to learn different programs, concepts and information.
- Offered direction and gave constructive feedback to motivate team members.
Education
Masters Degree -
Capella University
01.2020
Bachelor’s Degree -
Sam Houston State University
01.2018
Skills
- People Operations
- Team collaboration
- Process improvement
- Customer relationship management
- Training and mentoring
- Problem solving
- Effective communication
- HR Administration
- Employee Support
- Customer Service
- Confidential Records Management
- Onboarding
- Training Coordination
- Data Entry
- Reporting
- Process Documentation
- Cross-Functional Communication
- Learning Systems
- Change Management
- Time Management
- Prioritization
Administrative Operations Experience
- Data entry and validation across multiple systems
- Tracking onboarding, training completion, and compliance documentation
- Supporting audits and quality assurance processes
- Communicating professionally with employees, leaders, and external stakeholders
- Adapting quickly to new systems, tools, and operational requirements
Languages
English
Full Professional
Timeline
Lead Customer Case Management
Cigna Healthcare
06.2025 - Current
Registered Behavioral Technician / Team Lead
Action Behavior Centers
01.2020 - 06.2025
Lead Preschool Teacher
Bright Horizons
01.2019 - 01.2020
Public Relations Head Assistant (Summer Internship)
Legacy community health
01.2017 - 01.2019
Masters Degree -
Capella University
Bachelor’s Degree -
Sam Houston State University