Director of Customer Experience

Sandra
Melchor

Building world-class teams and systems that serve healthcare heroes around the clock — because when medical professionals need equipment, every second counts.

Discover Her Story
Net Promoter Score
90%

The defining measure of a team that truly puts customers first.

24/7
Always On
Built and scaled a round-the-clock support team through deliberate process improvements, ensuring healthcare professionals are never left without support.
90%
Net Promoter Score
An industry-leading satisfaction score reflecting the loyalty and trust earned from healthcare organizations across the customer base.
↑ KPI
Resource Excellence
Developed a comprehensive KPI framework that transformed resource allocation, enabling smarter decisions and measurably better operational outcomes.

Background

A leader who built
excellence from the ground up

Sandra Melchor's career in customer experience is defined by a singular conviction: that the people who care for others deserve the same level of care in return. As Director of Customer Experience, she set out to build a support function that could truly meet healthcare heroes where they are — any time, any day.

Through rigorous process improvement, Sandra didn't just optimize existing workflows — she reimagined them. She architected the structure needed to scale a team to 24/7 coverage, ensuring that nurses, clinicians, and hospital administrators can always reach someone when critical equipment is needed most.

Sandra's influence extends well beyond her own team. As a champion for business transformation, she has partnered with IT to engineer frictionless integrations that eliminated hundreds of hours of manual data entry for customers — and has worked across departments to help other teams define and refine their own processes.

Her forward-thinking embrace of AI solutions has enabled the business to scale its capacity and capabilities without growing headcount — a testament to her ability to work smarter, not just harder.

Healthcare heroes can't wait. Sandra built a team that makes sure they never have to.

Key Achievements

What Sandra
has delivered

24/7 Team Infrastructure
Designed and implemented the operational processes required to build a fully staffed, around-the-clock customer experience team — a transformational shift that ensures no healthcare professional is ever left without support, regardless of time zone or hour.
KPI Framework Development
Created a robust set of key performance indicators tailored to the demands of healthcare equipment support. This framework gave leadership clear visibility into team performance, enabling informed resource management decisions that improved efficiency and outcomes.
Customer Satisfaction Excellence
Achieved an exceptional Net Promoter Score of 90% — a testament to the culture of care, accountability, and responsiveness Sandra has built within her team. This score reflects deep trust from healthcare organizations who depend on reliable, human-centered support.
Process Improvement Leadership
Drove systematic process improvements across the customer experience function, identifying bottlenecks, standardizing workflows, and implementing scalable solutions — resulting in a more resilient team capable of growing alongside the needs of the healthcare community.
IT Partnership & Frictionless Integrations
Partnered closely with IT to design and deliver seamless system integrations that eliminated hundreds of hours of manual data entry labor for customers. By bridging the gap between technical capabilities and customer needs, Sandra transformed cumbersome workflows into effortless experiences that let healthcare professionals focus on what matters most.
Cross-Department Business Transformation
A recognized champion for organizational transformation, Sandra has extended her expertise beyond her own team to help other departments define, document, and elevate their processes. Her cross-functional influence has driven alignment and accountability across the business, creating a culture of continuous improvement that raises the standard for every team she touches.
AI-Powered Scaling
Championed the adoption of AI solutions that enabled the business to significantly expand its capacity and service quality — without increasing team headcount. By identifying where intelligent automation could absorb volume and reduce friction, Sandra future-proofed her operation and demonstrated how technology and human expertise can work in concert to achieve more with less.
SM

Leadership

Driven by purpose.
Measured by results.

Director of Customer Experience  ·  Healthcare Equipment Support