Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

SARAH GRUBB

Overland Park,Ks.

Summary

Experienced in leading and directing call center operations with more than 26 employees. Disciplined manager with 26 years of call center/operations experience.

Overview

27
27
years of professional experience

Work History

Centralized Call Center Manager

Apex Midwest
11.2022 - 10.2024
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
  • Established and oversaw performance targets for call center associates.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Evaluated data to identify trends and determine customer service needs.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.

Operations Manager

Pro Medical Distribution
05.2013 - 11.2022
  • As Operating Supply Chain Manager I have:
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
  • Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns
  • Compared vendor prices and negotiated for optimal savings
  • Evaluated employee records and productivity and submitted evaluation reports
  • Coached new hires on company processes while managing employees to achieve maximum production
  • Sourced vendors for special project needs and negotiated contracts
  • Maintained computer and physical filing systems
  • Oversaw warehouse inventory activities by ordering and requisitions and stocking and shipment receiving
  • Delivered performance reviews, recommending additional training or advancements.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Implemented clear and effective planning strategies to meet supply chain needs, meet demand and optimize distribution.
  • Determined inventory goals, product stock and risk management objectives and oversaw techniques to maximize inventory.
  • Implemented communication channels with customers, clientele and key vendors, prioritizing opportunities and ensuring quick problem resolution.
  • Fostered relationships with suppliers to develop purchasing agreements with logistics customers and reduce risks.
  • Kept supply and demand in balance to support production goals and optimize maximum volume.
  • Reviewed and updated supply chain practices in accordance with new or changing environmental policies, standards and regulations.
  • Selected transportation routes to maximize economy, combining shipments or consolidating warehousing and distribution.
  • Negotiated prices and terms with suppliers, vendors or freight forwarders.
  • Oversaw creation and negotiation of vendor contracts valued at 1.2 million
  • Maintaining and managing the front office including but not limited to:
  • Charge of shipping and receiving
  • Answering customer questions and complaints
  • Ordering and inputting orders
  • Working with Excel and Quick books
  • Invoicing and Accounts payable
  • Customer service advocate

Customer Service Manager/Escalation

GE Consumer Finance
05.2007 - 04.2013
  • Handled customer inquiries, complaints, billing questions, and service request
  • Calmed angry customers, repaired trust, located resources for problem resolutions/Escalation desk support
  • Monitored calls taken by other agents
  • Provided primary customer support to internal and external customers
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Investigated and resolved customer inquiries and complaints quickly.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.

Senior Account Manager

Ultra-Chem Inc
03.2003 - 05.2007
  • Initiated and closed sales for a long time chemical distribution center
  • Sold specialty chemicals to different businesses and expanded customer base across the United States
  • Built relationships with key decision makers and matched customers with the right solutions for their needs
  • Through Cold Calling/Self Generated opened and maintained over 135 consumer accounts
  • Handled inbound and outbound calls
  • Trained and coached sales team members servicing new accounts
  • Sold new products and services and developed new accounts to maximize revenue potential.

Service Coordinator Supervisor

Ameripure Water Company
03.1998 - 02.2003
  • Scheduled appointments for residential equipment to be serviced
  • Handled inbound and outbound calls
  • Performed basic office and administrative role
  • Ordered equipment parts to be installed
  • Worked closely with installers
  • Resolved customer complaints or issue
  • Investigated clients' issues and made speedy solutions
  • Carried out customer service management
  • Designed individualized service plans that took into account clients' goals and preferences
  • Maintained effective customer service by responding to service requests quickly to increase overall sales by 15%
  • Monitored safety compliance to maintain strict standards and protect team members from harm.
  • Managed and maintained inventory on water softeners and service equipment

Education

Ft Zumwalt South High School St

University of Kansas
Lawrence, KS

Skills

  • Training and Development
  • Cost reduction and containment
  • Systems implementation
  • Contract review and recommendations
  • Management
  • Call Routing
  • Call Center Customer Service
  • Team coaching
  • Escalation Handling
  • Call Center Operations
  • KPI Tracking
  • Escalation management
  • Report Writing
  • Coaching and Mentoring
  • Team Leadership
  • Problem-solving abilities

Accomplishments

  • Supervised team of 17 staff members.
  • Documented and resolved booking rate percentage which led to an over 20% increase.
  • Collaborated with team of 4 in the development of centralized call center.
  • Achieved an A rating scorecard by completing metrics with accuracy and efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

Centralized Call Center Manager

Apex Midwest
11.2022 - 10.2024

Operations Manager

Pro Medical Distribution
05.2013 - 11.2022

Customer Service Manager/Escalation

GE Consumer Finance
05.2007 - 04.2013

Senior Account Manager

Ultra-Chem Inc
03.2003 - 05.2007

Service Coordinator Supervisor

Ameripure Water Company
03.1998 - 02.2003

University of Kansas

Ft Zumwalt South High School St

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SARAH GRUBB