Summary
Overview
Work History
Education
Skills
Languages
Languages
Timeline
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SARA SIMBALL

Summary

Customer Advocate expert with extensive experience in various industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

16
16
years of professional experience

Work History

Customer Experience & Autonomous Implementation Lead

Big Lift, LLC
Downers Grove, IL
05.2023 - 07.2024
  • Subject Matter Expert of autonomous products for Big Lift; delivered presentations and demonstrated units to potential customers.
  • Assisted the Director of Autonomous System Design in analyzing customer use cases and suggesting optimal autonomous solutions for their unique applications.
  • Deployed autonomous solutions and provided training for personnel in operating, maintaining, diagnosing issues, and repairing our autonomous mobile robots
  • Updated and installed software feature upgrades on field units
  • Served as the main point of contact for problem diagnosis, use-case development, and system enhancements
  • Provided ongoing support and resolved customer issues for key accounts, ensuring maximum satisfaction.
  • Provided valuable support to customers in their Continuous Improvement activities, ensuring their goals were met or exceeded.
  • Collaborated with sales, engineering, manufacturing, aftermarket, and operations teams to enhance future advancements.
  • Conducted rigorous testing on new software features prior to their deployment in the field
  • Effectively translated various tools, resources, and workflows into Spanish
  • Attended Tradeshows and networking events to generate awareness of the autonomous unit in various industries.
  • Produced a training video featuring real-time footage from live training sessions
  • Assisted with the migration of our department's CRM system from Zoho to Hubspot for sales operations.
  • Received training on Big Lift's aftermarket parts during downtime and became proficient in utilizing the web support portal

Customer Service Operation Manager

Kalle Group
Gurnee, IL
05.2022 - 02.2023
  • Oversaw daily operations and performance of a 4-member Customer Service team
  • Improved relationships among customer service team members, sales representatives, and internal staff within a couple of months of starting my role
  • Dramatically improved customer satisfaction levels by reducing complaints from 80% to just 5%
  • Enabled comprehensive cross training of team members on multiple accounts
  • Created metrics to drive corrective behaviors for the team members across operations and developed departmental procedures
  • Worked closely with key accounts and sales reps to improve operational efficiency and deliver exceptional customer service
  • Collaborated cross-functionally with multiple departments including manufacturing, purchasing, sales, finance, operations, and marketing to enhance and optimize on-time customer deliveries
  • Handled the management of customer orders across various platforms including customer web portals and external EDI systems
  • Accurately handled all order inquiries and provided exceptional customer service to Key accounts
  • Collaborated with scheduling to coordinate raw material availability for efficient production
  • Collaborated effectively with external warehouses in coordinating the shipment of stocked material and closely monitored inventory levels
  • Managed and processed invoices daily for all received orders
  • Maintained quality control by verifying pricing and freight for every order shipped
  • Ensured timely submission of necessary documents such as COAs, Spec Sheets, and Certifications of Insurance, packing slips, invoices, etc
  • Led or participated in special projects requiring customer service input

Customer Service Experience Manager

Visual Comfort & Co
Skokie, IL
04.2021 - 05.2022
  • Managed day-to-day operations and fostered teamwork in the order management group
  • Streamlined operations in the order entry department, resulting in a significant reduction of turnaround time from an average of 72 hours to same-day completion within 24 hours
  • Achieved a 55% reduction in the number of emails left in the queue by the end of each business day
  • Successfully executed Zendesk system conversion project for customer service department, ensuring seamless implementation and comprehensive training support
  • Created, tracked, and posted daily established metrics
  • Developed improvement plans for team members failing to meet metrics
  • Managed order entry accuracy improvement initiatives by coaching and developing team members, resulting in a decline in errors reported to accounting
  • Monitored and evaluated team members' performance using custom C.A.R.E scorecards and held regular monthly meetings
  • Engaged in cross-functional collaboration with team members to drive improvements in communication channels, procedure development, and relationship building amongst Customers, Sales Reps, Vendors, and Operations
  • Played a key role in optimizing multiple queues through assistance with workforce planning and analysis

Bilingual Customer Service Supervisor

Weber Stephen Products
Rolling Meadows, IL
02.2020 - 11.2021
  • Managed day-to-day operations of Inbound Consumer Care and Bi-Lingual teams
  • Conducted interviews and recruited potential agent candidates
  • Provided guidance and support to new agents during their onboarding process
  • Facilitated monthly one-on-one sessions with employees and conducted weekly team gatherings
  • Ensured ongoing professional growth, coaching, and team responsibility
  • Managed tracking and analysis of performance and productivity metrics both weekly and monthly including administering the Annual Review of the team
  • Monitored different queues to ensure adherence to guidelines for completing tickets, web forms, and calls
  • Assisted in optimizing multiple queues by utilizing workforce planning and analysis techniques and effectively managing rep rotations
  • Developed and fostered collaborative relationships between the Spanish-USA team and the LATAM team
  • Enhanced Bi-lingual team performance and facilitated career growth for a team member by assisting their transition to different departments within the company
  • Managed consumer escalation, addressing Better Business Bureau Complaints and offering support for non-escalation incident calls as required.

Technical Regional Recruiter

Belcan TechServices
08.2017 - 12.2019
  • Managed end-to-end recruitment processes for diverse industries and organizational departments, including IT, engineering, manufacturing, warehousing, accounting, and office administration
  • Identified high-quality candidates through proactive sourcing methods including direct channels, job postings, social media platforms, web sourcing techniques, talent mapping exercises with vendors
  • Also sought potential candidates at local events and through collaboration with unemployment offices and colleges in the area
  • Partnered with account managers to identify and select qualified candidates for open searches
  • Evaluated potential candidates for both general and specialized positions
  • Actively tracked, managed, and reported on candidates using the applicant tracking system
  • Efficiently managed the candidate experience and supported interview schedule as needed
  • Prepped and coached candidates, guaranteeing a positive interview process and successful job placements
  • Spearheaded efforts to create talent pools for current and future roles, resulting in shortened hiring cycles and increased overall efficiency

Customer Service Manager

Sundberg America
Chicago, IL
01.2013 - 01.2017
  • Managed performance of customer service representatives onsite/offsite and assisted with overseeing 15 branch locations
  • Coached and motivated team members while conducting performance evaluations, establishing metrics, scorecards, and KPIs
  • Achieved 97% answer rate from 80%
  • Reduced abandon rate to just 2%
  • Achieved improved customer service through process enhancements; effectively communicated established metrics and analyzed monitored performance.
  • Consistently analyzed order processing and fulfillment data resulting in reduced inefficiencies while improving Web and EDI system productivity.
  • Achieved an 11% increase in phone sales, resulting in a growth of revenue from $6.4 million to $7.1 million
  • Achieved a 15% increase in order conversion rate from 25% to 40%
  • Managed and maintained web logins, including user creation, updates to phone system users, and ongoing maintenance on the Magento platform
  • Played a key role in successfully implementing the EPICOR system and ensuring proficient training for CSRs
  • Directed and managed the creation of the company's warranty program on a corporate level
  • Collaborated with IT department to implement system upgrades and conduct training sessions
  • Managed the monitoring of web orders on the company's website
  • Assisted in the implementation of new phone systems
  • Coordinated customer issue resolutions in collaboration with sales and operations
  • Collaborated in the recruitment of new team members and performed HR responsibilities
  • Effectively addressed accounting inquiries arising from the new system and made strategic changes to meet customer demands
  • Collaborated with warehouse team to ensure timely shipment of customer orders
  • Implemented Lunch n Learn sessions as a means of further developing and educating the representatives
  • Functioned as an ambassador, promoting excellent customer service company-wide

Customer Service Manager

PermaSeal
01.2009 - 01.2013
  • Responsible for overseeing staffing, training, development, and management of a team comprised of customer service representatives and order processors
  • Overseeing the workflow of team orders from start to finish
  • Coordinated the resolution process among customers, sales, and production operations to mutually resolve issues, enhance customer satisfaction, and drive retention
  • Participated in management meetings to provide valuable input for the team
  • Researched and resolved consumer complaints from various sources such as Better Business Bureau, Angie's List, and State's Attorney General
  • Provided support to CSRs and Site managers in handling problem calls and escalated situations
  • Recruited and interviewed personnel in customer service, office management, dispatching, and warehouse operations
  • Assisted in system conversion and trained CSRs in new system
  • Assisted in dispatching and scheduling daily jobs
  • Oversaw coordination of company events, department activities, and sales contests
  • Enhanced customer experience through the implementation of process improvements
  • Managed debriefing process for service crew
  • Devised and executed strategies to enhance team spirit, resulting in improved collaboration and productivity
  • Organized Lunch n Learn workshops to provide additional training for representatives
  • Served as a customer service department ambassador across the organization
  • Established and implemented training programs
  • Maintained call quality standards through coaching and monitoring
  • Collaborated with the IT team to conduct system upgrades and deliver training sessions

Education

Some College (No Degree) -

Oakton Community College

Skills

  • Leadership
  • Coaching
  • Team Building
  • People Development
  • Customer Service Management
  • Project and Risk Management
  • Budgeting and Forecasting
  • KPIs
  • CSAT
  • Scorecards
  • Metrics
  • B2B
  • B2C
  • Customer Sales experience
  • Microsoft Office Suite
  • ACD
  • VPN
  • Norstar Phone Systems
  • CRM & ERP systems
  • Order Fulfillment
  • Sales & Margin Improvement
  • Call Metrics
  • Cross-Functional Collaboration
  • Relationship Building

Languages

Spanish, Native/ Bilingual

Languages

Spanish
Native/ Bilingual

Timeline

Customer Experience & Autonomous Implementation Lead

Big Lift, LLC
05.2023 - 07.2024

Customer Service Operation Manager

Kalle Group
05.2022 - 02.2023

Customer Service Experience Manager

Visual Comfort & Co
04.2021 - 05.2022

Bilingual Customer Service Supervisor

Weber Stephen Products
02.2020 - 11.2021

Technical Regional Recruiter

Belcan TechServices
08.2017 - 12.2019

Customer Service Manager

Sundberg America
01.2013 - 01.2017

Customer Service Manager

PermaSeal
01.2009 - 01.2013

Some College (No Degree) -

Oakton Community College
SARA SIMBALL