SARAH GRUBBS
Dallas,TX
Summary
Experienced Operations Manager distinguished for optimizing operational efficiencies and cultivating robust customer relationships in dynamic environments. Demonstrates exceptional adaptability and resourcefulness in managing diverse responsibilities with precision. Proven success as a project manager overseeing high-stakes initiatives and day-to-day operations. Proficient in team leadership, mentorship, and the development of Standard Operating Procedures (SOPs) to ensure operational excellence. Committed to driving customer success and enhancing the customer journey. Dedicated to fostering enduring business relationships through a professional, empathetic, and customer-centric approach.
Overview
4
4
years of professional experience
Work History
Operations Manager
Kasa Living
08.2022 - Current
- Elevated to a managerial role through vertical advancement, assuming expanded scope and responsibilities by consistently exceeding goals and embodying the company culture.
- Provided strategic guidance and mentorship to a high-performing team, ensuring smooth daily operations and successful onboarding of new customers.
- Formulated, drafted, and refined Standard Operating Procedures (SOPs) to optimize and elevate operational efficiency.
- Demonstrated adept resource allocation, effectively assigning personnel, financial resources, time, and other assets to projects.
- Successfully negotiated contracts with vendors to secure essential materials and services, achieving a consistent 10% cost savings year over year.
- Assisted in resolving escalated customer disputes in a timely manner.
- Analyzed customer data to identify trends, behaviors, and opportunities for business growth.
- Collaborated with senior leadership, delivering regular reports and timeline updates to ensure alignment and informed decision-making.
Senior Operations Coordinator
Kasa Living
08.2021 - 08.2022
- Attained a vertical promotion by consistently surpassing expectations and delivering exceptional performance.
- Designed, streamlined, and implemented efficient processes for the effective onboarding of customers.
- Established and executed a comprehensive post-mortem process, collecting feedback from various stakeholders to refine operational procedures.
- Analyzed data from customer interaction surveys, identifying trends in service issues, and proactively brought concerns to senior leadership.
- Collaborated in formulating strategies to enhance customer satisfaction based on a detailed analysis of survey results.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Established strong relationships with clients through regular communication and follow-up activities.
Operations Coordinator
Kasa Living
03.2020 - 08.2021
- Maintained precise records of all operational activities, ensuring accuracy and completeness.
- Facilitated the planning and execution of meetings, conferences, and operational events.
- Cultivated strong relationships with new partners, fostering trust and collaboration for mutual success.
- Maintained meticulous records of vendors and their contracts to support effective vendor management.
- Executed various administrative tasks, including document filing and supply ordering, with precision and attention to detail.
- Worked closely with sales team members to ensure successful transition from sale to implementation.
- Assisted with onboarding new customers and guided them through the product setup process.
- Responded promptly to customer inquiries via phone, email, or chat.
- Created detailed documentation of customer interactions, including notes on issue resolution.
Education
BBA - Marketing
University of North Texas
Skills
- Customer Success
- Process Improvement
- Problem-Solving
- Operations Management
- Performance Monitoring
- Project Management
- Team Leadership
- Strategic Planning
- Procedure Development
- CRM software proficiency
Timeline
Operations Manager
Kasa Living
08.2022 - Current
Senior Operations Coordinator
Kasa Living
08.2021 - 08.2022
Operations Coordinator
Kasa Living
03.2020 - 08.2021
BBA - Marketing
University of North Texas
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