SARA KNUTSON
New Prague,MN
Summary
Impeccably organized and efficient in fast-past multitasking environments; able to prioritize effectively to accomplish objectives with enthusiasm; self-driven and motivated by challenge; outstanding communication skills and strong work ethic; analytical with a keen eye for detail
Overview
30
30
years of professional experience
Work History
Client Services Supervisor
Omni Data Retrieval
02.2023 - Current
- Conduct training and mentor team members to promote productivity and commitment to friendly service.
- Implement process improvements that streamline workflows, resulting in reduced response times for client inquiries.
- Oversee successful onboarding of new hires, equipping them with the tools necessary to excel in their roles quickly.
- Play active role in recruitment process, selecting candidates who demonstrate exceptional potential for success.
Implementation Support Specialist
Omni Data Retrieval
02.2019 - Current
- Support Vice President and Sales Team in establishing new client accounts.
- Act as liaison between new clients, and sales teams to facilitate clear communication during on-boarding.
Account Manager
Omni Data Retrieval
02.2017 - Current
- Exceeded sales retention goals and increased client sales by 54%, or $2,517,215, year over year.
- Successfully resolve escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Evaluate client needs and developed tailored solutions to increase customer satisfaction.
- Conduct regular account reviews to identify areas for improvement and ensure continued success.
Client Services Representative
Omni Data Retrieval
05.2014 - 02.2017
- Maintained strict confidentiality of criminal background information
- Resolved applicant disputes of public record information
- Queried court clerks to provide accurate case record detail.
Call Center Supervisor
Carlson Companies, Inc
09.1998 - 10.1999
- Met customer call center guidelines including service levels, handle time and productivity
- Conducted performance reviews for Customer Service Representatives
- Oversee call center employees to ensure satisfaction goals were consistently met.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
Call Center Lead
Carlson Companies, Inc
09.1997 - 09.1998
- Accurately documented, researched and resolved customer service issues
- Prepared reports and communication for senior management and clients
- Maintained training manual and trained new employees.
Call Center Representative
Carlson Companies, Inc
11.1994 - 09.1997
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
- Effectively managed high-volume of inbound and outbound customer calls.
Skills
- Staff training and mentorship
- Project management
- Team leadership
- Consistently meet goals
- Process implementation
- Customer Relations
- Proficient in Microsoft Office Products
Timeline
Client Services Supervisor
Omni Data Retrieval
02.2023 - Current
Implementation Support Specialist
Omni Data Retrieval
02.2019 - Current
Account Manager
Omni Data Retrieval
02.2017 - Current
Client Services Representative
Omni Data Retrieval
05.2014 - 02.2017
Call Center Supervisor
Carlson Companies, Inc
09.1998 - 10.1999
Call Center Lead
Carlson Companies, Inc
09.1997 - 09.1998
Call Center Representative
Carlson Companies, Inc
11.1994 - 09.1997
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