Sabrina Snowden
Lexington,KY
Summary
Motivated years which thrives in fast-paced environments. Works independently, with minimal supervision, and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Customer Experience Team Lead
GALLS
LEXINGTON, United States
11.2020 - Current
- Lead a hybrid team of Sales Support Reps and Customer Service Specialists.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes to keep staff up to date to provide excellent customer experience.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Utilized telephone and email platforms to deliver outstanding customer service.
- Meet customer call guidelines for service levels, handle time and productivity.
- Coached new & current personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Training Specialist
GALLS
LEXINGTON, Kentucky
06.2018 - 11.2020
- Trained and mentored new personnel hired to fulfill various roles.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Coordinated administrative functions necessary to deliver and document training programs.
- Documented participation and evaluated learning for each participant.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Developed training handbooks and reference materials.
- Created curricula, instructions, documents and written tests for various types of training courses.
ASR Lead
GALLS
LEXINGTON, Kentucky
01.2013 - 01.2018
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
Managed Account Rep
GALLS
LEXINGTON, Kentucky
01.2012 - 01.2013
- Processed client payments and updated accounts.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns or challenges.
- Analyzed accounts ongoing issues.
- Contacted customers to assess satisfaction and current needs.
- Expanded territory by executing effective warm calls and negotiating contracts.
- Proposed available products and solutions to meet diverse requirements.
- Drove sales by developing exceptional customer rapport to foster satisfaction.
ASR
GALLS
LEXINGTON, Kentucky
02.2007 - 01.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Keyed complex orders with low error rate
- Provided coverage for rep outages
Sales Associate
GALLS
LEXINGTON, Kentucky
02.2004 - 02.2007
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Third Key - open/closed store / cash office
Education
No Degree - Emergency Medicine
Eastern Kentucky University
Richmond, KYHigh School Diploma -
Henry Clay High School
Lexington, KY05.2001
Skills
- Sales training
- Project development
- Team collaboration
- Effective listening
- Online instruction
- CPR/First-aid certified
- Team building
- Detail oriented
- Time management
- Data entry
- Flexible
- Job readiness training
- Multitasking and prioritization
- Organization and efficiency
- Leadership skills
Timeline
Customer Experience Team Lead
GALLS
11.2020 - Current
Training Specialist
GALLS
06.2018 - 11.2020
ASR Lead
GALLS
01.2013 - 01.2018
Managed Account Rep
GALLS
01.2012 - 01.2013
ASR
GALLS
02.2007 - 01.2012
Sales Associate
GALLS
02.2004 - 02.2007
No Degree - Emergency Medicine
Eastern Kentucky University
High School Diploma -
Henry Clay High School