Customer Service Manager
Meet Sara, a seasoned professional with over 15 years of diverse experience spanning customer service, sales, marketing, training, and operations management across a variety of industries, including manufacturing and distribution, custom manufacturing, and athletic apparel.
Sara’s dedication to building strong relationships, solving problems creatively, and leading high-performing teams makes her a standout candidate for any organization looking to elevate its customer service operations.
Key Expertise
- Customer Service Leadership:
Sara has successfully managed customer interactions, ensuring top-tier service and satisfaction. She developed and implemented customer service policies, reduced response times, and cultivated strong client relationships. - Team Training and Development:
As a skilled leader, Sara trained and mentored customer service teams of 5 to 10 members, ensuring consistent performance and cross-functional collaboration. - Sales and Marketing Coordination:
Sara has supported marketing initiatives, managed customer inquiries, and contributed to PR campaigns, while organizing company events to enhance brand visibility. - Customer Account Management:
With extensive experience in Salesforce, QuickBooks, and custom CRM systems, Sara has handled key customer accounts, maintained accurate databases, and optimized the customer experience. - Logistics and Sales Collaboration:
Sara worked closely with logistics and sales teams to manage product shipping, trace shipments, resolve issues, and ensure timely deliveries. - Order Processing and Maintenance:
From verifying payment terms and managing backorders to tracking shipments and handling invoices, Sara ensured accurate and efficient order management. - CRM System Development:
She played a pivotal role in customizing and managing CRM systems, streamlining processes for client management and sales tracking. - Exceptional Communication Skills:
Sara’s pristine written, verbal, and interpersonal communication skills make her a trusted liaison between customers and internal teams.
Accomplishments
- Improved Customer Retention Rates:
Implemented a customer feedback program that reduced churn by 20% and improved overall satisfaction scores within a year. - Streamlined CRM Operations:
Led the customization of a CRM system, reducing data entry errors by 30% and increasing sales tracking efficiency by 25%. - Enhanced Team Performance:
Developed a training program for customer service representatives, resulting in a 15% improvement in first-contact resolution rates. - Optimized Logistics Workflow:
Collaborated with shipping carriers to resolve product delivery issues, reducing delays by 25% and improving order accuracy. - Increased Revenue Through Upselling:
Successfully trained the customer service team to identify upsell opportunities, contributing to a 10% increase in sales revenue.
Technical Skills
- Proficient in MS Office Suite, Salesforce, QuickBooks, Google Docs, Google Drive, DropBox, and MS Teams.
- Skilled in customizing and managing CRM databases to streamline processes.
Education
- BA in Business Administration – Chapman University
Location
Sara is based in Irvine, CA
Why Sara?
Sara’s extensive experience in customer service, coupled with her exceptional leadership and problem-solving skills, makes her a perfect fit for any organization seeking to enhance its customer experience. If you’re looking for a passionate and results-driven Customer Service Manager, Sara is ready to take your operations to the next level!
