Sara Adams
Saint Johns,Florida
Summary
Results-oriented manager with a strong focus on team leadership and operational management. Proven ability to enhance customer satisfaction and retention through effective problem-solving and strategic planning. Skilled in communication and adaptability, ensuring alignment with organizational goals. Experienced in recruiting top talent and driving performance improvements for measurable results in client relations.
Overview
20
20
years of professional experience
Work History
Associate Manager
SoFi
Jacksonville, FL
02.2022 - 04.2026
- Investigated customer complaints to identify root causes and trends.
- Collaborated with cross-functional teams to develop effective resolution strategies.
- Trained staff on best practices for managing customer complaints and feedback.
- Monitored response times to ensure timely resolutions of customer issues.
- Analyzed complaint data to pinpoint areas for service improvement initiatives.
- Facilitated regular meetings to review complaint trends and share insights with teams.
- Developed communication templates for consistent responses to customer inquiries.
- Reviewed policies and procedures related to customer complaint management, proposing necessary changes.
General Manager
Pottery Barn
Jacksonville, FL
10.2006 - 10.2021
- Delivered exceptional client experiences through leadership of associates and managers.
- Established clear performance goals for revenue, P&L, customer service, and retention metrics.
- Built and maintained long-term customer relationships by providing world-class service.
- Enhanced operational performance by developing effective business strategies and procedures.
- Strengthened annual St. Jude Thanks and Giving campaign, achieving top awards within company.
- Participated in pilot programs to assist with potential new initiatives over 15 years.
- Achieved record-breaking volume year over year, maintaining position among top 20 highest volume stores.
Skills
- Microsoft Office proficiency
- Talent acquisition and retention
- Performance enhancement
- Supervision and training
- Recruitment and hiring
- Risk and variance analysis
- Safety management
- Customer relationship management
- Team building and motivation
- Client retention strategies
- Complaint resolution
- Data analysis
- Risk assessment
- Policy development
- Operational improvement
- Cross-functional collaboration
- Performance metrics analysis
- Team collaboration strategies
- Process optimization
- Training and development
Timeline
Associate Manager
SoFi
02.2022 - 04.2026
General Manager
Pottery Barn
10.2006 - 10.2021