Sarah Hagen
Minneapolis,MN
Summary
Focused fleet partner and customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking, and research abilities. Background in Healthcare, Pharmacy Technician, Medical and Fleet Management roles with high-volume customer demands. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Experienced in maintaining privacy of confidentiality and sensitive information.
Overview
2026
2026
years of professional experience
Work History
Fleet Partner Support
Element Fleet Management
Hopkins, MN
06.2024 - Current
- Developed strategic partnerships to enhance client fleet management solutions.
- Analyzed market trends to inform business development strategies and initiatives.
- Collaborated with cross-functional teams to improve service delivery and customer satisfaction.
- Evaluated client needs to tailor fleet solutions that align with business objectives.
- Participated in industry-related meetings and conferences in order to stay up-to-date on current trends within the field.
- Cultivated long-term relationships with existing clients through consistent communication efforts.
- Managed client accounts, ensuring responsiveness to inquiries and addressing concerns promptly.
- Managed daily operations of the fleet including answering incoming emails, fielding questions, analysis and completing various tasks.
- Built a network of contacts within relevant industries which enabled access to valuable resources.
- Led initiatives to optimize vehicle usage and reduce operational costs for clients.
- Resolved complex customer issues quickly while ensuring a positive experience throughout all interactions.
- Ensured compliance with industry regulations and company policies.
- Submitting requests for new vehicle ordering selectors and fielding questions from drivers on how to order a new vehicle by emailing detailed instructions.
- Tracked and updated new vehicle orders so drivers would receive new unit materials prior to vehicle delivery.
- Providing new vehicle updates to drivers.
- Activating new employees and drivers to the system.
- Tracked available and stored vehicles for newly hired employees and current employees that required a replacement vehicle.
- Processing requests via email to deliver vehicles to drivers or send vehicles to auction.
- Review reports for vehicles that have been sold at auction and deactivating those vehicles.
- Offering ideas to improve fleet processes and procedures to clarify how tasks are to be completed.
- Facilitated training sessions for clients on fleet management best practices and tools.
- Performed various fleet audits for service card activities, vehicle assignment statuses and vehicle registration updates.
- Updating and correcting driver profiles when needed.
- Submitting requests for State Transfers on vehicles.
- Tracking title and registration issues and implementing ways to resolve them.
- Working with the Title & Registration Team along with management to resolve title and registration issues.
- Established partnerships with outside vendors that would bring value back into the company.
- Creating and submitting cases to complete tasks with various departments.
- Handling communications and corrections of drivers personal mileage reports by performing mileage audits.
- Processing cases and tasks received from Customer Care and other departments pertaining to my role.
- Handling expedited requests sent by the fleet contacts.
- Reviewing and updating fleet policy and procedures for clarity and increased productivity.
- Adding rental vehicles and submitting rental vehicle requests as needed.
- Weekly tracking of rental vehicles to verify which rentals were still active or needed to be closed out.
- Participate in daily and weekly meetings with internal and external clients to improve fleet operations and discuss challenges.
Customer Care Representative
Element Fleet Management
Hopkins, MN
06.2007 - 06.2024
- Answered customer and Fleet inquiries over the phone.
- Resolved customer complaints promptly and professionally.
- Provided accurate, valid, and complete information to customers.
- Assisted in the issuance and troubleshooting of fuel and service cards.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Built sustainable relationships of trust through open communication with customers.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Delivered customer support to high call load each shift.
- Gathered customer feedback to suggest improvements for products and services.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Processed orders accurately and efficiently according to established procedures.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Provided feedback on customer service efficiency to deliver better support options.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Provided training support for new hires related to customer service processes and procedures.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Educated customers where applicable to alleviate need for future contact.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Audited customer account information to identify issues and develop solutions.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Assisted customers with researching, troubleshooting and ordering of vehicle plates, registrations and renewals.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Assisted customers to submit, research and track new vehicle orders.
- Tracked and researched vehicle sales and status.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
Customer Service Representative
APAC Customer Services
Cedar Rapids, IA
04.2004 - 06.2007
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Processing of prior authorizations and medication approvals for Merck-Medco.
- Developed strong relationships with customers by providing personalized assistance and support.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Made outbound calls to obtain account information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentored new employees on procedures and policies to maximize team performance.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
Fleet Partner Support
Element Fleet Management
H
Education
Pharmacy Technician Certificate - Pharmacy
Kirkwood Community College
Cedar Rapids, IA06-2007
Skills
- Customer Service
- Fleet Partner and Support
- Data Entry
- Database Research
- Email Correspondence
- Customer Relations
- Inbound Customer Service
- Order Processing
- Product Education
- Complaint Handling
- Documentation and Reporting
- Problem Resolution
- De-Escalation Techniques
- Account Management
- Analytical Skills
- Decision-Making
- Adaptability
- Customer Data Confidentiality
- Quality Assurance Controls
- Task Prioritization
- Active Listening
- 60 to 75 Wpm Typing Speed
- Customer Service Excellence
- POS Systems and Ordering Platforms
- Cross-Functional Collaboration
- Customer Account Management
- Professional Demeanor
- Work Prioritization
- Understanding Customer Needs
- Analytical Thinking
- Remote Office Availability
- Data Management
- Calm Under Pressure
- Policies and Procedures Adherence
- System Implementation
- Effective Communication
- MS Office
- Adaptability and Flexibility
- Fleet Industry Regulations Knowledge
- Office Equipment Proficiency
- Interpersonal Skills
- Team Building
- Teamwork and Collaboration
- Time Management Abilities
- Written Communication
- Computer Skills
- Product and Service Knowledge
- High-Energy Attitude
- Goal Setting
- Calm and Professional Under Pressure
- Attention to Detail
- Organizational Skills
- Complaint Resolution
- Order Fulfillment
- Issuing service cards
- Service card troubleshooting
- Issuing driver PIN numbers
- Troubleshooting and correcting driver PIN numbers
- Transaction processing
- Process improvement
- Problem solving skills
- Data entry
- Data accuracy
- Record keeping
- Multitasking and organization
- Decision-making
- Punctuality and reliability
Accomplishments
- Went above and beyond for the company in 2022 working an additional 292.75 overtime hours and in 2023 working an additional 145.25 overtime.
- Achieved 100% evaluation scores in 2022. The only agent in the call center to achieve this goal.
- Worked with several departments to streamline process and procedures to increase productivity and decrease call times.
- Joined the Customer Care Council Team to assist with agent feedback to the Leadership Team to help improve agent environment, process and procedures.
Timeline
Fleet Partner Support
Element Fleet Management
06.2024 - Current
Customer Care Representative
Element Fleet Management
06.2007 - 06.2024
Customer Service Representative
APAC Customer Services
04.2004 - 06.2007
Pharmacy Technician Certificate - Pharmacy
Kirkwood Community College
Fleet Partner Support
Element Fleet Management