Sara LeCrone
Little Valley,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Compliance Data & Trend Analysts 1
Genie Retail Energy
02.2022 - 10.2023
- Analyze and investigate compliance QA reports in effort to proactively ensure compliant sales, Analyze and investigate sales agents compliance trends to identify compliance risks, communicate in writing with outsourced vendors to resolve internal compliance issues, collaborate with superiors and team members on compliance concern solutions, and conduct outbound quality control calls to customers.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Evaluated third-party vendors for compliance with applicable laws and regulations, minimizing potential exposure to penalties or sanctions.
- Reviewed contracts and agreements for adherence to legal requirements, reducing potential liability exposure for the company.
Customer Service Representative
Genie Energy
11.2022 - 02.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Direct Support Professional
WNYDDSO
01.2015 - 08.2021
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Implemented individualized behavior management plans, reducing incidents of challenging behaviors within the residence.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Administered medication as directed by physician.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Monitored progress and documented patient health status changes to keep care team updated.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Handled incoming mail, bills and invoices and completed appropriate actions.
Assistant Manager
Subway
01.2014 - 01.2015
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Sandwich Artist
Subway
12.2012 - 01.2014
- Enhanced customer satisfaction by providing exceptional service and well-crafted sandwiches.
- Expedited order processing for increased efficiency in high-volume periods.
- Maintained a clean and organized workspace, adhering to strict sanitation standards.
- Operated the cash register with accuracy, ensuring proper handling of transactions.
- Assisted in inventory management, ordering necessary supplies to prevent shortages and reduce waste.
- Resolved customer complaints professionally, maintaining positive relationships and promoting repeat business.
- Trained new employees on company policies and procedures, contributing to overall team performance and growth.
Education
High school diploma -
Cattaraugus-Little Valley High School
06.2012
Skills
- Risk Mitigation
- Complaint Handling
- Call Center Experience
- Multitasking Abilities
- Data Research and Validation
- Excel Proficiency
- Incident Reporting
- Trend Analysis
- Evidence-Based Decision Making
- Compliance Analysis
- Critical Thinking
- EMR / EHR
Timeline
Customer Service Representative
Genie Energy
11.2022 - 02.2023
Compliance Data & Trend Analysts 1
Genie Retail Energy
02.2022 - 10.2023
Direct Support Professional
WNYDDSO
01.2015 - 08.2021
Assistant Manager
Subway
01.2014 - 01.2015
Sandwich Artist
Subway
12.2012 - 01.2014
High school diploma -
Cattaraugus-Little Valley High School
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