Summary
Overview
Work History
Education
Skills
ASL Interpretation (currently in school for this)
Timeline
Generic

Sarah Berger

LaVista

Summary

Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

18
18
years of professional experience

Work History

Contact Center Specialist

Cobalt Credit Union
11.2021 - Current
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Responded to customer calls and emails to answer questions about products and services.
  • Educated customers on company systems, form completion, and access to services.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Front Desk/Housekeeping/Night Audit

My Place Hotels
08.2018 - 12.2021
  • Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Ran daily, weekly and monthly reports to close day and meet objectives.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Logged wake-up call requests and set up automatic rings in system.
  • Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
  • Assisted in maintaining a clean and welcoming front desk area, enhancing the guest experience.
  • Improved guest satisfaction by efficiently handling check-ins and check-outs during overnight shifts.
  • Performed regular property walkthroughs during the night shift, addressing any safety hazards or cleanliness concerns.
  • Reviewed checklist on daily basis and planned shift accordingly.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Balanced hotel accounts and resolved discrepancies.
  • Participated in ongoing training sessions related to hospitality best practices for continued professional growth and development.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.

Facility Manager

Armor Storage
06.2020 - 10.2021
  • Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services.
  • Evaluated facility operations and personnel for safety and health regulations compliance.
  • Enhanced safety standards by conducting regular facility inspections and addressing potential hazards promptly.
  • Coordinated with cleaning and janitorial services to keep facility clean and presentable for occupants.
  • Conducted regular audits to maintain compliance with industry regulations and company policies, mitigating potential risks.
  • Oversaw finances and made recommendations to reach or exceed budget in unforeseen circumstances.
  • Conducted inspections of facility grounds, external structure, systems and equipment.
  • Maintained inventory and ordered supplies to keep facility resources readily available.
  • Liaised with vendors to maintain equipment warranties, ensuring timely repairs or replacements when needed.
  • Coordinated with vendors and contractors to arrange services and repairs to be completed on time and to desired quality levels.
  • Coordinated emergency response efforts during crises, effectively mitigating damage and prioritizing safety for all occupants.
  • Handled tenant relations by addressing complaints and concerns quickly to promote facility satisfaction.

General Manager

Dunkin Donuts
10.2019 - 05.2020
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Formulated policies and procedures to streamline operations.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Assisted in recruiting, hiring and training of team members.
  • Interacted well with customers to build connections and nurture relationships.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Co-General Manager

Popeyes Louisiana Chicken
02.2015 - 09.2019
  • Increased overall team efficiency by implementing innovative management strategies and fostering a positive work environment.
  • Streamlined communication between departments for enhanced collaboration and timely project completion.
  • Managed budget allocations to optimize resource usage and reduce company expenses.
  • Developed comprehensive training programs for new employees, resulting in shorter onboarding times and increased productivity.
  • Oversaw cross-functional teams to ensure successful project execution from conception to completion.
  • Implemented risk management protocols to proactively address potential issues before they impacted operations or profitability.
  • Expanded market reach by identifying new business opportunities and establishing strategic partnerships within the industry.
  • Enhanced customer experience by implementing targeted service improvements based on client feedback and market research data.
  • Mentored junior managers in effective leadership techniques, helping them develop into valuable contributors within the organization.
  • Improved operational efficiency by analyzing workflows, identifying bottlenecks, and implementing targeted process improvements.
  • Balanced competing priorities and managed multiple projects simultaneously, ensuring timely completion within budget constraints.

Customer Service Representative

Build A Bear Workshop Inc
09.2014 - 02.2015
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Provided primary customer support to internal and external customers.

Assistant Manager

Smashburger
04.2012 - 12.2014
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.

Assistant Manager

McDonald's
07.2010 - 06.2013
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.

Customer Service Representative

Omaha Steaks
10.2009 - 07.2010
  • Handled customer inquiries and suggestions courteously and professionally.
  • 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.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Cashier/Customer Service Representative

Kmart, Sears Holding
03.2008 - 12.2009
  • Welcomed customers and helped determine their needs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Stocked, tagged and displayed merchandise as required.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Answered questions about store policies and addressed customer concerns.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.

Server

Sizzler's
06.2007 - 06.2008
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.

Cashier Helper

Burger King
07.2006 - 06.2007
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Provided friendly service even during stressful situations or periods of high volume without compromising accuracy or efficiency.
  • Supported fellow cashiers with additional tasks, contributing to overall team efficiency.
  • Maintained cleanliness of the cashier area, promoting a positive store environment for both employees and customers.
  • Participated in ongoing training sessions to stay up-to-date on company policies and procedures.
  • Managed lines during peak hours effectively, maintaining order while keeping customers satisfied.
  • Streamlined checkout process for faster service, resulting in reduced wait times.
  • Resolved customer issues by collaborating with management when necessary, ensuring customer satisfaction remained high.
  • Upheld high standards of personal hygiene and appearance consistent with company policies.
  • Cleaned and sanitized cashier workstation and scanning area.
  • Removed trash, swept, and mopped floors for professional appearance.
  • Met customer needs through polite, friendly and attentive service.

Education

Currently Enrolled For Certification - Interpretation

Metro Community College
Omaha, NE
05.2029

No Degree - Sign Language Interpretation

University of NE of Omaha
Omaha, NE
05.2029

High School Diploma -

Omaha South Magnet High School
Omaha, NE
05.2009

Skills

  • Workforce Management
  • Social Media Support
  • CRM Software
  • Customer Service
  • Problem-solving skills
  • Call Center Customer Service
  • Resolving issues
  • Customer communications
  • Verbal and written communication
  • Inbound phone calls
  • Cash Handling
  • Answering questions
  • Customer Support
  • Communicating with clients
  • Gathering information
  • Product Knowledge
  • Customer service optimization
  • Customer Relationship Management
  • Appointment Scheduling
  • Payment Processing
  • Call Control
  • Quality Assurance
  • Calm disposition
  • Logging call information
  • Inbound Phone Call Management
  • Sales expertise
  • Account Management
  • Credit adjustments
  • Calm and Professional Under Pressure
  • Problem Resolution
  • Microsoft Office
  • Customer Relations
  • Transaction Processing
  • Order and Refund Processing
  • Employee Coaching

ASL Interpretation (currently in school for this)

I am currently in school to be an ASL Interpreter. I still have a few years of schooling left as I am trying to avoid student loans by going part-time and paying out of pocket for it. I have completed most of general education and have began the ASL portion. I have taken social development classes as well as law classes to help determine the field I will pursue for interpretation.

Timeline

Contact Center Specialist

Cobalt Credit Union
11.2021 - Current

Facility Manager

Armor Storage
06.2020 - 10.2021

General Manager

Dunkin Donuts
10.2019 - 05.2020

Front Desk/Housekeeping/Night Audit

My Place Hotels
08.2018 - 12.2021

Co-General Manager

Popeyes Louisiana Chicken
02.2015 - 09.2019

Customer Service Representative

Build A Bear Workshop Inc
09.2014 - 02.2015

Assistant Manager

Smashburger
04.2012 - 12.2014

Assistant Manager

McDonald's
07.2010 - 06.2013

Customer Service Representative

Omaha Steaks
10.2009 - 07.2010

Cashier/Customer Service Representative

Kmart, Sears Holding
03.2008 - 12.2009

Server

Sizzler's
06.2007 - 06.2008

Cashier Helper

Burger King
07.2006 - 06.2007

Currently Enrolled For Certification - Interpretation

Metro Community College

No Degree - Sign Language Interpretation

University of NE of Omaha

High School Diploma -

Omaha South Magnet High School

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