Director of Commercial Operations

Promoted from Director of Customer Experience

Sandra
Melchor

📍 Houston, TX

Commercial Operations and Customer Experience executive with more than 20 years of leadership experience improving operations, customer experience, and business performance across healthcare and retail organizations.

View Achievements
Sandra Melchor
🏆 2024 Leader
of the Year
Service Level
90%

Calls consistently answered within 20 seconds across a 24/7 operation.

20+ Years of Leadership

Recognition & Honors

Award-Winning Leadership

🏆
2024
Leader of the Year
US Med Equip — For outstanding leadership and transformational operational improvements
🏅
2017
Leadership Quarterly Award
Ashley Furniture — Recognized for operational excellence and reducing overhead by eliminating third-party overflow services
⭐
2010
Company Trust Award
Mattress Firm — Honored for building trust through significantly improved warranty response times and customer care
24/7
Contact Center
Designed and launched the company's first centralized in-house customer contact center, saving approximately $30,000 per month in operating expenses.
$700K+
Annual Revenue
Designed and implemented the Customer Damages process that generates more than $700,000 in new annual revenue for the business.
350+
Transactions Automated
Automated more than 350 sales order transactions, improving efficiency and supporting the renewal of a strategic contract valued at over $1 million annually.
1,000+
Calls Eliminated / Mo
Automated the cancellation process, eliminating more than 1,000 internal customer phone interactions each month and freeing the team to focus on high-value service.

Background

Twenty years of building
operations that endure

Sandra Melchor is a Commercial Operations and Customer Experience executive whose career spans more than two decades of transformational leadership across healthcare and retail. From building centralized contact centers to championing company-wide ERP implementations, Sandra consistently turns operational complexity into competitive advantage.

At US Med Equip, Sandra's impact has been profound. She designed the company's first in-house 24/7 customer contact center, partnered with IT to engineer frictionless integrations that eliminated hundreds of hours of manual data entry, and led a company-wide initiative to document and standardize SOPs across every department — from HR and Finance to Supply Chain and Billing.

A champion for business transformation, Sandra has helped teams across the organization define, document, and elevate their processes. Her embrace of AI and automation has enabled the business to scale without growing headcount — and her results speak for themselves: a 2024 Leader of the Year award and an operation that maintains 90%+ service levels, 24 hours a day.

Core Competencies

Commercial Operations Operational Excellence Process Automation ERP Implementation Customer Experience Business Transformation Change Management SOP Development Cross Functional Leadership Strategic Planning Stakeholder Management Continuous Improvement

Healthcare heroes can't wait. Sandra built a team — and the systems behind it — to make sure they never have to.

Promoted to Director of Commercial Operations after successfully leading strategic operational initiatives and cross-functional projects at scale.

Key Achievements

What Sandra
has delivered

24/7 Customer Contact Center
Designed and launched the company's first centralized, in-house 24-hour customer contact center — eliminating process redundancy and ensuring healthcare professionals always have access to support when critical equipment is needed most.
~$30,000/month in savings
KPI Framework & Service Excellence
Developed a comprehensive KPI framework that gave leadership clear visibility into team performance and enabled smarter resource allocation — building a lean operation that consistently maintained more than 90% service level with calls answered within 20 seconds.
90%+ service level
Customer Damages Revenue Process
Designed and implemented a Customer Damages process from the ground up, creating a new and sustainable revenue stream that contributes meaningfully to the bottom line each year.
$700,000+ annual revenue generated
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 technical capabilities and customer needs, Sandra turned cumbersome workflows into effortless experiences that let healthcare professionals focus on patient care.
Hundreds of hours of data entry eliminated
Process Automation at Scale
Automated more than 350 sales order transactions to improve efficiency and support the renewal of a strategic customer contract. Additionally automated the cancellation process, removing over 1,000 internal phone interactions per month and freeing the team to deliver higher-value service.
350+ transactions automated · $1M+ contract renewed · 1,000+ calls/mo eliminated
Cross-Department Business Transformation & SOP Leadership
Led a company-wide initiative to document and standardize Standard Operating Procedures across Human Resources, Operations, Customer Experience, Supply Chain, Billing, Procurement, and Finance — creating organizational clarity and a culture of continuous improvement that raised standards across every team.
9+ departments aligned
AI-Powered Scaling
Championed AI solutions that enabled the business to significantly expand its capacity and service quality without increasing team headcount — demonstrating that intelligent automation and human expertise, working in concert, can achieve more with less.
Scale without headcount growth
ERP Implementation Leadership
Served on the core ERP implementation team, leading operational workflow design and authoring business requirements and user stories for new processes — ensuring the company's most critical system transformation was grounded in real operational needs.
Core implementation team member

Career History

A track record built
across industries

US Med Equip
2022 – Present
Director of Commercial Operations
Promoted from Director of Customer Experience
  • Launched company's first 24/7 centralized customer contact center, saving ~$30K/month
  • Designed the Customer Damages process generating $700K+ in annual revenue
  • Automated 350+ sales order transactions supporting a $1M+ contract renewal
  • Led company-wide SOP standardization across 9+ departments
  • Served on core ERP implementation team as operational workflow lead
  • Received 2024 Leader of the Year Award
Star Furniture
2018 – 2022
Director of Customer Experience & Customer Care
  • Led customer experience strategy, centralized customer care, and Voice of the Customer programs
  • Implemented Salesforce CRM along with NPS and CSAT measurement programs
  • Developed referral and loyalty initiatives contributing approximately $500,000 in additional revenue
  • Standardized service processes across all store locations
Ashley Furniture
2016 – 2018
Senior Director of Customer Care
  • Led a high-volume customer care organization supporting daily call volume and delivery operations
  • Reduced overtime by 25% through targeted operational improvements
  • Eliminated third-party overflow services, saving approximately $40,000 per week
  • Received the 2017 Leadership Quarterly Award
Mattress Firm
2007 – 2016
Director of Customer Care
  • Led national customer care operations across a large-scale retail organization
  • Improved warranty response time from approximately three weeks down to 7–10 days
  • Received the 2010 Company Trust Award
Education
Bachelor of Business Administration
Universidad EAFIT · Medellín, Colombia
Industry Focus
Healthcare & Retail Operations
20+ Years Executive Leadership

Get In Touch

Let's connect

Whether you're exploring partnership opportunities, looking to connect professionally, or simply want to reach out — Sandra would love to hear from you.

Email
[email protected]
LinkedIn
linkedin.com/in/sandramelchor
SM

Leadership

Driven by purpose.
Measured by results.

Director of Commercial Operations  ·  Houston, TX  ·  20+ Years of Executive Leadership