Sarah Fuertez

• Reviewed, updated, and implemented new procedures for handling customer inquiries, which led to more efficient time response and overall increase in customer satisfaction scores to 98%.

• Trained new employees on company policies and best practices in customer relations, ensuring a consistent level of service across the team.

• Managed high call volume, averaging 75 to 120 calls daily, prioritizing urgent matters while maintaining excellent service standards for all customers.

• Demonstrated superior knowledge of insurance policies, consistently upselling insurance products to customers, bolstering a 95% customer transfer to licensed insurance agents, 2nd best transfer rate amongst 25 peers.

• Fostered a collaborative team environment, actively engaging with team members to uphold rigorous service standards, resulting in enhanced customer loyalty.

• Claims Analyst in a call center environment, duties include assisting members with benefits and claims at a contract level for Key, Large, and Automotive Groups.

• Selected over peers to provide one-on-one mentoring to team members who were not meeting individual key performance indicators which resulted in an increase in overall metrics by 50%.

• Assisted with the creation and implementation of a new standard operating procedure for all claims team which led to a 30% decrease in escalated calls.

• Supported the implementation of new systems or tools by providing specialized knowledge on functionalities and potential improvements.

• Oversaw the administration of online learning platforms, ensuring seamless user experiences for all trainees, which averaged 20-50 employees per class.

• Optimized subject matter content by conducting extensive research and incorporating industry trends.

• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.

Consistently demonstrated a talent for boosting production efficiency through the introduction of innovative sewing techniques and streamlining workflows, resulting in faster product completion and heighted quality standards. Consistently met stringent deadline while upholding exceptional workmanship, which drove company success. Expanded companies’ product range through creation of new prototypes and garnered a devoted client base through dedication to exceptional craftmanship and meticulous attention to detail in every handmade piece.