Sara Malfavón

• Responsible for onboarding all new clients of alliance payment solutions nationwide
• Responsible for facilitating web portal training for all new clients and existing clients
• Responsible for following up with our new clients within their first week to ensure ‘total client satisfaction', as well as monitoring and ensuring that our existing clients are 100% satisfied through continual surveys
• Determined customer service requirements by maintaining constant contact with them, creating and implementing new processes and procedures to ensure company goals
• Responsible for implementing new business offers by our software providers, to our new and existing clientele. software examples: Jack Henry Remit Plus' program
• Constantly met with key decision-makers, new prospects and existing clientele, via in-person business meetings and ms online Team Meetings – with national clientele
• Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
• Delivered friendly service and offered expert support in every interaction.

• Responsible for the day-to-day operation of our ‘office coffee service' line of business managing 300+ customers over $8 million in revenue
• Maintained, managed and fulfilled our website/online orders, for each existing online customer
• Improved customer service quality results by studying, evaluating, and redesigning existing customer service processes and implementing changes to those processes
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Personally responsible for recovering over $100,000 in past due invoices, lost revenues
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Maintained constant communication with our sales team regarding all new accounts in an effort to guarantee that our customers' needs were met to complete satisfaction
• Created promotions to move products and reduce the overall amount of stagnant inventory by 30% (from $400,000 to $280,000)
• Set up new clientele profiles/database; contact info, county tax info, terms of payment, etc., into the crm platform
• Took ownership of customer issues and followed problems through to resolution.

• Oversaw the day-to-day operation of country club convention and banquet spaces for groups ranging in size from 25 to 300 guests, with a focus on sales of special events to meet/exceed departmental sales revenue goals of $100k+
• Generated and processed proposals for members and existing clientele, as well as new incoming client leads; fulfill their requests in regard to venue rentals, menus, room setup, staffing and specific details
• Arranged meetings with members/guests to understand requirements for special events
• Overall preparation of corporate events, golf tournaments, weddings, charity and campaign fundraising events
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Created monthly/annual member events to generate increased revenue in lieu of quota
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
• Negotiated favorable contracts with vendors for reduced costs and improved service quality.
• Leveraged professional networks and industry knowledge to strengthen client relationships.

• Assisted with marketing of all country club special events and club related publicity
• Organized and facilitated all member-guest golf tournaments and special events
• Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
• Assisted with new membership sales through completion of new membership contract
• Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
• Executed corporate Human Resources initiatives, programs and processes to support business objectives at the property level, including acting as a liaison with Troon corporate to ensure compliance with federal/state and county laws
• Collaborated with cross-functional teams, expediting project completion times and enhancing overall efficiency.
• Handled scheduling for executive's calendar and prepared meeting agenda and materials.
• Supported human resources initiatives by coordinating interviews and assisting with new hire orientations.
• Fostered a positive work environment by addressing employee concerns and facilitating team-building activities.
• Coordinated and conducted staff training programs, improving overall efficiency within the company through skill development.

• Enhanced employee productivity by implementing comprehensive training programs and offering professional development opportunities.
• Collaborated with executive leadership to develop long-term corporate goals and implement actionable plans to achieve them.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

• Supervised operations staff and kept employees compliant with company policies and procedures.
• 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 vendors and suppliers.