SARAH DE JESUS

• Act as a central point of contact for Customer Operations during ongoing team structure, role, and assignment changes, ensuring continuity of support while aligning operational execution to evolving business needs.
• Lead and collaborate with people leaders and their teams, ensuring alignment to organizational goals, performance expectations, and customer success priorities.
• Oversee end‑to‑end Customer Operations workflows across multiple functions, driving efficiency, consistency, and scalable execution.
• Partner with Sales and Customer Success leadership to align strategy, prioritize initiatives, and deliver solutions that support business growth and retention.
• Act as a senior escalation point for complex customer issues, guiding others through root‑cause analysis, SLA assessment, and sustainable resolution.
• Establish and monitor KPIs and service level expectations, identifying trends and driving targeted improvements to operational performance and customer experience.
• Drive execution of high‑impact initiatives and continuous improvement efforts, applying Lean Six Sigma methodologies to standardize processes and improve outcomes.
• Partner with training and enablement teams to ensure associates are equipped with the tools, knowledge, and resources required to effectively support customers and sales strategy.

• Led a high‑performing, cross‑functional team responsible for Quality Monitoring & Assurance, Knowledge Management, Workforce Management, Training, and Telemarketing, driving consistent execution and operational improvement.
• Supported and developed people leaders through coaching, leadership development initiatives, and structured recognition programs to strengthen engagement and performance.
• Played an active leadership role across enterprise initiatives as a member of the CORE Leadership Team Development, Knowledge Steering, and Appreciation & Recognition committees.
• Applied Lean Six Sigma Green Belt methodologies to identify process gaps, improve quality outcomes, and enhance operational efficiency.

Core Skills:
Training Management · Quality Assurance · Workforce Management · Knowledge Management · Six Sigma Green Belt · Leadership Development · Employee Recognition · Mentoring

• Led a team of 13 Account Specialists supporting UNFI’s largest customer, Whole Foods Market, ensuring consistent execution across pricing, promotions, and operational initiatives.
• Supported 11 geographic regions nationwide, managing promotional processing, discounting strategies, and new store openings to meet customer and business requirements.
• Partnered closely with Whole Foods Market Global Executives, UNFI Sales, Purchasing, and Operations teams to align on priorities, resolve issues, and drive seamless service delivery.
• Recognized for performance and leadership with UNFI’s Circle of Excellence Award (2021) – Colorado Springs, CO.

Core Skills:
Cross‑Functional Team Leadership · Strategic Account Management · Stakeholder Partnership · Agile Methodologies

• Served as a senior analyst reporting directly to the Vice President of Customer Experience, supporting data‑driven decision‑making and strategic initiatives.
• Led reporting and continuous improvement (CI) projects, translating operational data into insights to improve customer experience and business performance.
• Partnered closely with IT and senior leadership to support business enhancements, process improvements, and system‑enabled solutions.
• Developed advanced reporting and analysis using Excel and VBA, improving visibility into performance trends and operational opportunities.

Core Skills:
IT‑Enabled Business Transformation · Reporting & Analysis · Project Reporting · Continuous Improvement · Advanced Excel (VBA)

• Supported and guided a team of 13 Regional Account Specialists serving Whole Foods Market accounts, ensuring effective customer support and operational execution.
• Acted as a day‑to‑day leadership resource for the team, assisting with issue resolution, workload coordination, and escalation support.
• Collaborated cross‑functionally with internal partners to maintain service quality and consistent customer experience.

Core Skills:
Leadership · Customer Support · Cross‑Functional Collaboration

• Supported Whole Foods Market accounts across multiple regions, managing pricing, promotions, reporting, logistics, and new store openings.
• Partnered closely with Whole Foods leadership and cross‑functional UNFI teams, including Sales, Transportation, Warehouse, and Operations, to ensure seamless execution.
• Traveled to support business reviews and training initiatives, including leading training sessions for regional teams.

Core Skills:
Account Management · Sales Support · Cross‑Functional Collaboration · Training