Sara Campbell
San Antonio
Summary
Thrives in fast-paced, customer-centric environments, adept at managing and resolving customer issues while maintaining high satisfaction levels. Skilled in developing and implementing effective support strategies and leading cross-functional teams. Seeking to transition into new field where strong interpersonal skills and strategic planning capabilities can be leveraged for impactful contributions.
Overview
9
9
years of professional experience
Work History
Customer Support Manager
Synapse Financial LLC
10.2021 - 05.2024
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Identified ticket trends to improve efficiency, reduce problem tickets and suggest solutions to upper management.
Operations Manager, Strategy
Aura Financial LLC
03.2018 - 12.2020
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external BPOs.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
Team Lead, Service Desk
Aura Financial LLC
03.2016 - 03.2018
- Trained new team members by relaying information on company procedures.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Customer Service Representative
Aura Financial LLC
08.2015 - 03.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Education
No Degree - Accounting And Finance
Skyline College
San Bruno, CAHigh School Diploma -
Berkeley High School
Berkeley, CA06.2010
Skills
- Empathy and patience
- Client relationship building
- Customer relations
- Training and mentoring
- Team building
- Escalation handling
- Training and coaching
- Call center management
- Schedule management
- CRM software expertise
- Proficient in Zendesk
- Proficient in Atlassian
Timeline
Customer Support Manager
Synapse Financial LLC
10.2021 - 05.2024
Operations Manager, Strategy
Aura Financial LLC
03.2018 - 12.2020
Team Lead, Service Desk
Aura Financial LLC
03.2016 - 03.2018
Customer Service Representative
Aura Financial LLC
08.2015 - 03.2016
No Degree - Accounting And Finance
Skyline College
High School Diploma -
Berkeley High School
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