Sara Overton
Saint Marys,IA
Summary
Dynamic professional with extensive experience in training and mentoring staff. Recognized for exceptional time management and customer service skills, consistently fostering positive relationships to promote repeat business.
Overview
18
18
years of professional experience
Work History
Lead Sales Key Holder
Dollar General
Norwalk, IA
09.2024 - 12.2025
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Organized merchandise displays to optimize store layout and increase visibility of promotions.
- Managed cash register operations, ensuring accurate transactions and balanced drawers at shift end.
- Trained new team members on sales processes and customer service best practices for consistent performance.
- Addressed customer complaints swiftly, fostering positive relationships and encouraging repeat business through effective resolution.
- Monitored store environment for safety compliance, ensuring adherence to company policies and local regulations.
- Effectively delegated tasks amongst employees, ensuring a balanced workload and maximizing productivity.
- Enhanced customer satisfaction through exceptional service, product knowledge, and personalized attention.
- Handled escalated customer issues professionally, resolving problems quickly while maintaining high levels of customer satisfaction.
- Acted as the primary point of contact for store management during times of absence, taking responsibility for all aspects of location operations.
- Managed daily cash handling procedures accurately while maintaining strict adherence to loss prevention guidelines.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Managed store personnel by delegating tasks and supervising daily operations.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
Employment Specialist
Labor Finders
Des Moines, IA
11.2023 - 03.2024
- Assisted clients in identifying employment opportunities aligned with skills and interests.
- Coordinated job placement processes, ensuring timely communication between candidates and employers.
- Developed relationships with local businesses to understand their staffing needs and promote candidate qualifications.
- Utilized applicant tracking systems to manage candidate profiles and streamline recruitment processes.
- Assisted clients with completing job applications and submitting resumes to improve interview chances.
- Provided ongoing support and guidance for clients during their job search, leading to increased confidence and motivation.
- Enhanced client employability by conducting thorough assessments and identifying individual strengths and weaknesses.
- Assessed individuals to identify skills, strengths and interests for job placement.
- Matched clients to open positions based on skills and work requirements.
- Maintained up-to-date knowledge of local labor market trends and changing industry requirements through continuous professional development activities.
- Fostered positive and inclusive workplace culture, ensuring clients from diverse backgrounds felt supported and valued.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Assisted with writing job postings and job descriptions for boards
- Performed basic background checks.
- Had clients provide 2 forms of government ID's. I then would enter them into the system and confirm that they are eligible to work in the united states.
Contact Specialist
Internal Revenue Service, IRS
West Des Moines, IA
02.2020 - 10.2023
- Facilitated communication between taxpayers and IRS representatives to resolve inquiries effectively.
- Implemented process improvements to enhance accuracy in tax-related information dissemination.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Acted as direct point of contact on delinquent or imminent default accounts.
- Reduced response times by optimizing contact management systems and prioritizing urgent requests accordingly.
- Streamlined communication channels with clients by implementing effective follow-up procedures, resulting in improved client retention rates.
- Achieved higher levels of customer loyalty through empathetic listening skills and personalized problem resolution strategies.
- Handled escalated customer issues promptly and professionally, demonstrating genuine concern for their needs while working diligently towards satisfactory resolutions.
- Developed a comprehensive understanding of client needs and preferences, allowing for the delivery of tailored solutions that drove customer satisfaction levels higher.
- Conducted thorough research to provide accurate information and expert guidance on products/services offered, contributing to increased sales revenue.
- Maintained high levels of service quality by consistently meeting performance metrics and adhering to established protocols.
- Contributed positively to overall team morale by maintaining a positive attitude and consistently demonstrating a strong work ethic, even during periods of high call volume or increased workload pressures.
- Participated actively in regular team meetings, sharing valuable insights and suggestions for further enhancing the customer experience journey.
- Completed files and paperwork accurately and thoroughly and contacted outside parties to collect or clarify documentation.
- Stayed current on industry best practices through continuous professional development activities, ensuring exceptional service standards were upheld at all times.
- Maintained detailed contact records within CRM systems, ensuring all relevant information was accurately captured and readily accessible for future reference.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Representative
YRC Freight
Urbandale, IA
01.2018 - 01.2020
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed order tracking and shipment updates using YRC Freight's proprietary software system.
- Trained new team members on customer service protocols and company policies to enhance performance.
- Collaborated with cross-functional teams to streamline processes and improve customer satisfaction ratings.
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Advanced Medical Support Assistant
VA Hospital
Des Moines, IA
11.2007 - 11.2017
- Facilitated patient scheduling and managed appointment confirmations to enhance clinic efficiency.
- Coordinated patient intake processes, ensuring accurate data collection and compliance with VA protocols.
- Trained new staff on administrative procedures and electronic health record systems to support operational excellence.
- Streamlined communication between medical teams and patients, improving overall satisfaction rates.
- input other employees time card information and provided that information to my supervisor to verify and confirm.
- Mentored junior assistants on best practices for patient interactions and administrative tasks, fostering a collaborative environment.
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into the team.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Mailed patient appointment letters.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
- Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
- Streamlined front desk operations for improved workflow and reduced wait times.
- Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information.
- Reduced errors in billing by diligently verifying insurance coverage and obtaining necessary prior authorizations for procedures.
- Interviewed patients to verify and update clinical and demographic records.
- Facilitated positive relationships with external providers through effective coordination and communication of patient referrals.
- Improved office productivity by organizing supplies inventory management system resulting in lower costs.
- Performed medical records management, including filing, organizing and scanning documents.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
Education
No Degree - Liberal Arts
Ellsworth Community College
Iowa Falls, IAAssociate of Arts - Business Administration
University of Phoenix
Tempe, AZBachelor of Science - Business Administration
Kaplan University
Clive, IANo Degree - Business Administration Emphasis's in Leadership
Kaplan University
Clive, IASkills
- Store operations
- Training and mentoring
- Task delegation
- Staff oversight
- Drawer counting
- Opening and closing coordination
- Time management
- Attention to detail
- Multitasking Abilities
- Problem-solving abilities
- Cash handling and reconciliation
- Delegation and supervision
Accomplishments
- Supervised team of 3 staff members.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Recognized for going above and beyond the call of duty.
On the job classes
- Attended the class 7 habits of highly effective people
- Took a couple of classes in excel
- Attended the Colors class
- Took multiple classes in customer services
Timeline
Lead Sales Key Holder
Dollar General
09.2024 - 12.2025
Employment Specialist
Labor Finders
11.2023 - 03.2024
Contact Specialist
Internal Revenue Service, IRS
02.2020 - 10.2023
Customer Service Representative
YRC Freight
01.2018 - 01.2020
Advanced Medical Support Assistant
VA Hospital
11.2007 - 11.2017
No Degree - Liberal Arts
Ellsworth Community College
Associate of Arts - Business Administration
University of Phoenix
Bachelor of Science - Business Administration
Kaplan University
No Degree - Business Administration Emphasis's in Leadership
Kaplan University