Summary
Overview
Work History
Timeline
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Sara Mendenhall

Brooklyn,NY

Summary

Experienced Customer Support Specialist and Account Service professional with a strong background in customer relations, live chat support, and content creation. Proven track record in quality assurance, resolving customer inquiries, and developing customer-facing FAQs. Skilled in using Zendesk and Sprout for efficient customer support. Highly organized and detail-oriented with strong written and verbal communication skills.

Overview

9
9
years of professional experience

Work History

Customer Happiness Coordinator

Bombas
04.2025 - Current
  • Delivered compassionate, solutions-focused support to customers via email and live chat, maintaining Bombas' brand voice and commitment to exceptional service.
  • Resolved product issues, processed exchanges and refunds, and ensured prompt follow-through on all inquiries.
  • Collaborated cross-functionally with internal teams to escalate concerns, provide feedback, and improve overall customer experience.
  • Maintained high response quality and productivity metrics, adapting quickly to new tools and workflows.

Customer Care Specialist

Hungryroot
03.2020 - 12.2023
  • Social Media Engagement: Strategized with Marketing and developed comms on social media to create a positive online presence by addressing customer concerns publicly and assisting in customer relationship management where possible.
  • Quality Assurance (QA): Created and implemented quality assurance processes in response to customer concerns, ensuring that customer interactions and support responses met established standards and guidelines.
  • Content Creation: Initiated and produced a system of macro drafts and scripts used within Zendesk to streamline responses, improve efficiency and address customer concerns according to company guidelines. Developed customer-facing FAQs for use on the website, developed in local content management system.
  • Team Activities: Developed and executed team-building activities, such as creating Kahoot games for team meetings, fostering a positive team culture and engagement.
  • Customer Support via Zendesk and Sprout: Assisted a high volume of customer inquiries via email, live chat, and social media and handled escalations from level one agents through email and social media platforms, using Zendesk and Sprout.
  • Charge Dispute Resolution: Handled charge disputes within the payment processing system, investigating and resolving customer payment issues.

Member Services Representative

Lot18 LLC
01.2016 - 03.2020
  • Achieved the highest customer retention rates on the team, consistently improving through continuous learning and applying knowledge to busy phone and email queues.
  • Retained customers by providing comprehensive customer service, proactively finding solutions, escalating issues when necessary, and identifying trends with urgency and empathy.
  • Increased subscription frequency and quantities by upselling new and existing customers, maintaining best practices with a positive and professional attitude, and ensuring timely, friendly, and informative service.

Timeline

Customer Happiness Coordinator

Bombas
04.2025 - Current

Customer Care Specialist

Hungryroot
03.2020 - 12.2023

Member Services Representative

Lot18 LLC
01.2016 - 03.2020

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Sara Mendenhall