Sarah Arriola
Tucson,AZ
Summary
Talented manager with expertise in team leadership, planning, and organization. Equipping employees to handle daily functions and meet customer needs seamlessly. Diligent trainer and mentor with exceptional management abilities and a results-driven approach. Strong believer in collaboration and actively partners with coworkers to promote an engaged and empowering work culture. Proven ability to build and maintain relationships with diverse stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver who excels at team building, leadership, motivation, and customer relations. Proficient in independent decision-making and sound judgment, positively impacting company success. Dedication to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Manager
Cord Blood Registry
07.2018 - Current
- Mentored and trained new employees on company policies and procedures
- Utilized strong analytical and problem-solving skills to address operational issues
- Delegated tasks, freeing up time to focus on higher-value activities
- Offered constructive feedback to team members, boosting overall job performance
- Conducted regular staff meetings to foster effective communication and performance
- Monitored team productivity and performance to support goals
- Collaborated with staff to develop and carry out processes, resulting in improved performance
- Coached and motivated team, driving sales and delivering exceptional customer service
- Oversaw multiple projects simultaneously and ensured tasks were efficiently completed
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
Quality Analyst
Cord Blood Registry
05.2014 - 07.2018
- Complete required reviews for Sales and Service
- Support Sales and Service by conducting calibrations
- Accurately identify Red Flag infractions
- Utilize Excel to create and manage spreadsheets, export and import data
- Support SciMed by attending monthly meetings to review trends, inaccuracy, and review topics for training
- Update monthly reporting for both Sales and Service
- Educated agents, supervisors and managers on QA process and goals
- Analyzed quality and performance trends to provide recommendations and action plans for improvement
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Technical Specialist
Sears Holdings
04.2012 - 05.2014
- Completed troubleshooting and diagnostics with clients
- Asked open-ended questions to assess customer needs
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Described product to customers and accurately explained details and care of merchandise
- Answered an average of 100+ calls per day by addressing customer inquiries, solving problems and providing new product information
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Resolved escalated concerns using professionalism and understanding of all facets of the issue
- Trained, coached and mentored staff to ensure smooth adoption of the new program
- Monitored a total of 25 calls a week to ensure agents were following company policies
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
- Completed troubleshooting and diagnostics on company resources.
Retention Specialist
Citi - Tucson Center
03.2008 - 01.2010
- Listened to concerns and offered alternative solutions
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
- Helped drive sales goals and achieve monthly quotas
- Provided an elevated customer experience to generate a loyal clientèle
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Built constructive customer relationships to improve loyalty and recommendations.
Education
BACHELOR OF SCIENCE (B.S.) - HEALTHCARE ADMINISTRATION
Grand Canyon University
Phoenix, AZ01.2020
Skills
- Exceptional time management skills
- Performance management
- Staff development
- Relationship building
- Verbal and Written Communication
- Managing Multiple Tasks
- Collaborate Cross-Functionally
- Administration and Reporting
- Cross-functional teamwork
- Performance evaluations
- Recruiting and interviewing
Languages
Spanish
Professional Working
Timeline
Manager
Cord Blood Registry
07.2018 - Current
Quality Analyst
Cord Blood Registry
05.2014 - 07.2018
Technical Specialist
Sears Holdings
04.2012 - 05.2014
Retention Specialist
Citi - Tucson Center
03.2008 - 01.2010
BACHELOR OF SCIENCE (B.S.) - HEALTHCARE ADMINISTRATION
Grand Canyon University
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