Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Sara Petrozza

Sara Petrozza

Palm Springs

Summary

Seasoned professional knowledgeable about operations and offering top-notch project management, team leadership, and problem-solving abilities. Ingenious in maximizing resources to meet challenging demands. Analytical leader with excellent multitasking abilities. Results-driven Director of Operations known for exceptional productivity and efficient task completion. Skilled in strategic planning, process optimization, and team leadership. Excel in communication, Sales, problem-solving, and adaptability, ensuring seamless operations across all levels of management.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Director of Operations

Monster Tree of Greater Boca Raton
Boynton Beach
05.2024 - Current
  • Provided leadership and guidance to subordinate managers and supervisors.
  • Oversaw the implementation of new technology solutions designed to streamline processes.
  • Implemented systems for monitoring employee attendance, scheduling, payroll.
  • Coordinated activities between different departments to ensure successful completion of projects.
  • Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
  • Identified areas where process improvements could be made resulting in increased productivity.
  • Managed day-to-day operations of a large staff in multiple departments.
  • Facilitated meetings with key stakeholders to discuss progress towards objectives.
  • Ensured compliance with applicable laws, regulations, industry standards.
  • Conducted performance reviews for direct reports and provided feedback for improvement opportunities.

Call Center Manager

Atlantic Energy LLC
Deerfield Beach
02.2015 - 05.2024
  • Resolved escalated customer complaints promptly and professionally.
  • Participated actively in product launches or campaigns related to the call center operations.
  • Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
  • Ensured compliance with relevant laws, regulations and policies related to customer service operations.
  • Analyzed data from various sources to identify trends in customer inquiries and complaints.
  • Conducted weekly meetings with staff members to discuss performance goals.
  • Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
  • Maintained records on all incoming calls including duration, type of inquiry and complaint, resolution action taken.
  • Participated in recruitment activities such as interviewing prospective candidates.
  • Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
  • Created and implemented procedures for handling customer inquiries and complaints.
  • Managed vendor relationships so that services provided were cost effective yet met high quality standards.
  • Drafted reports summarizing the results of customer surveys and providing recommendations for improvement.
  • Implemented new strategies for improving customer experience through better communication channels such as email, text messaging or web chat support.
  • Developed training materials for new hires on how to handle different types of calls effectively.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
  • Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
  • Established strong partnerships with internal departments such as sales, marketing and IT teams to ensure effective implementation of projects.
  • Developed and maintained a team of call center representatives to meet performance standards.

Call Center Manager

Atlantic Energy LLC
Deerfield Beach
02.2015 - 05.2024
  • Supervised in-house sales personnel, educating on methods to resell to previously cancelled clients, achieving over 60k in monthly revenue.

Director of Customer Experience

Major Energy Services
Brooklyn
01.2007 - 06.2014
  • Developed and implemented customer-centric strategies to enhance overall experience.
  • Identified innovative opportunities to improve organizational effectiveness.
  • Established processes for tracking customer feedback and analyzing trends.
  • Monitored competitors' activities related to customer experience management.
  • Set metrics for measuring progress against established user journey goals.
  • Processed data to ensure timely submission of all customer accounts.
  • Oversaw overseas Telemarketing groups to maintain operational efficiency.

Education

High School Diploma -

James Madison High School
Brooklyn, NY
06-2003

Skills

  • Project management
  • Regulatory compliance
  • Employee training
  • Data analysis
  • Process improvement
  • Team building
  • Vendor management
  • Communication skills
  • Customer service
  • Conflict resolution
  • Cross-department coordination
  • Sales

Certification

  • Call Center Management certified

Timeline

Director of Operations

Monster Tree of Greater Boca Raton
05.2024 - Current

Call Center Manager

Atlantic Energy LLC
02.2015 - 05.2024

Call Center Manager

Atlantic Energy LLC
02.2015 - 05.2024

Director of Customer Experience

Major Energy Services
01.2007 - 06.2014

High School Diploma -

James Madison High School

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