Summary
Overview
Work History
Education
Skills
Timeline
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Sarah Fuller

Jacksonville,FL

Summary

Seasoned Service Manager bringing 22 years of customer service experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. 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.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

33
33
years of professional experience

Work History

Retail Customer Service Manager

Xfinity
01.2015 - 03.2023
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization actions, and completing performance reviews.
  • Evaluated data on customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
  • Responsible for multiple Comcast Xfinity Retail and Legacy Customer Service Locations.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Communicate job expectations and provide direction, support, and motivation to exceed monthly sales targets.
  • Implement polices and procedures to ensure that my sales team owns customer experience and achieves positive Net Promoter Scores.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Optimized store displays and appearance via strategic merchandising.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Managed store organization, maintenance, and purchasing functions.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
  • Created employee schedules to align coverage with forecasted demands.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Team Leader

Comcast Service Center
01.2000 - 01.2015
  • Position and sell Comcast products and services to new and existing customers.
  • Responsible for daily cash handling and reconciliation functions including payments and safe access
  • Act as Liaison in absence of supervisor by handling unusual situations and escalations.
  • Train and assist other Tellers, Temporary and Vendor Staff as needed
  • Maintain store sales reporting and analysis for Supervisor
  • Monitor attendance and time off requests to ensure staffing needs of office is met
  • Order and maintain adequate office supplies and equipment for daily operation.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Held weekly team meetings to inform team members on company news and updates.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Customer Service Specialist Floater

Comcast
01.1995 - 01.2000
  • Travel between eight offices proving office coverage as needed with moment's notice.
  • Travel to Vendor locations providing training, guidance, and feedback.
  • Assisting customers with billing and repair concerns often resolving concern via phone.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled day-to-day customer contact via phones, faxes, and emails.
  • Provided primary customer support to internal and external customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Trained new personnel regarding company operations, policies and services.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Customer Service Representative

Comcast
01.1990 - 01.1995
  • 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.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Education

High School Diploma -

Jean Ribault High School
Jacksonville, FL

Skills

  • Technical Support
  • Office Administration
  • Employee Relations
  • Time Management
  • Quality Assurance
  • MS Office
  • Data Management
  • Motivational Leadership
  • Adaptability and Flexibility
  • Billing and Accounting Support
  • Discrepancy Research

Timeline

Retail Customer Service Manager

Xfinity
01.2015 - 03.2023

Team Leader

Comcast Service Center
01.2000 - 01.2015

Customer Service Specialist Floater

Comcast
01.1995 - 01.2000

Customer Service Representative

Comcast
01.1990 - 01.1995

High School Diploma -

Jean Ribault High School

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Sarah Fuller