Sarah Harvey
Mesa,AZ
Summary
Accomplished Director of Customer Service and Operations Manager at Interior Logic Group, excel in driving service improvement and operational efficiency. Leveraging skills in data analysis and problem-solving, spearheaded initiatives that enhanced productivity and customer satisfaction. Leadership style that fosters team empowerment and continuous improvement, significantly contributing to corporate objectives and seamless collaboration across departments.
Overview
12
12
years of professional experience
Work History
Director of Customer Service
Interior Logic Group
03.2022 - Current
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Coordinated with other departments to improve internal processes, enhancing overall company performance and achieving seamless collaboration between teams.
- Enforced adherence with company policies among customer service team members to maintain consistent service provision.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Evaluated existing workflows to identify inefficiencies and propose innovative solutions that enhance productivity across the organization.
- Coached team members on effective problem-solving techniques, empowering them to drive improvements independently.
Operations Manager
Interior Logic Group
06.2012 - 03.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Skills
- Complaint Handling
- Policy Enforcement
- Service Improvement
- Standard Work Development
- Waste Reduction Strategies
- Problem-Solving
- Process Improvement
- Continuous improvements
- Data Analysis
Timeline
Director of Customer Service
Interior Logic Group
03.2022 - Current
Operations Manager
Interior Logic Group
06.2012 - 03.2022