Sarah Klingelsmith
Canton,Ohio
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Senior Contact Center Manager
Independence Pet Group
01.2020 - Current
- Trained and managed 7 Supervisors responsible for 100+ reps
- Handled day to day Call Center operations
- Developed formalized Supervisor Training
- Held agents accountable to KPI’s and developed plans to incentivize efforts
- Worked closely with Talent Acquisition and lead interview panel for new employees
- Prepared and delivered formal Corrective Actions and PIP processes
- Thought strategically on how to improve overall profitability of Contact Center.
Contact Center Supervisor
Crum and Forster Pet Insurance Group
03.2015 - 03.2020
- Manage 20 + representatives in Contact Center
- Help interview and onboard new employees
- Tracked escalations in the Contact Center and worked with Compliance on formal complaints
- Met with employees in a one on one setting to deliver corrective actions, training opportunities and any other issues that needed addressed.
Owner/Partner
Ellis Michael HCS
09.2014 - 02.2015
- Hired and processed new employees
- Acquired clients through in home interviews
- Created schedules and organizational methods for documentation.
Home Decor Coordinator | Customer Service Coordinator
Marshall's
04.2008 - 09.2014
- Implemented merchandise objectives assigned by corporate
- Analyzed sales data to determine when to flex merchandise to increase sales
- Supervised up to 13 associates as they processed goods or rang up purchases
- Handled customer complaints and issues in a friendly and professional manner
- Prepared bank deposits and settled register tills daily.
Education
In Progress -
Kent State University At Stark Campus
Supervision Certificate
Kent State University
03.2021
Residential Ohio License
Reciprocal license in all other US states
Skills
- Customer Service
- Business Leadership
- Customer Retention
- Staff Development
- Delegation
- Proficient in Microsoft Office products
- Staff Management
- Call Center Technology
- KPI Tracking
- Hiring and Onboarding
Timeline
Senior Contact Center Manager
Independence Pet Group
01.2020 - Current
Contact Center Supervisor
Crum and Forster Pet Insurance Group
03.2015 - 03.2020
Owner/Partner
Ellis Michael HCS
09.2014 - 02.2015
Home Decor Coordinator | Customer Service Coordinator
Marshall's
04.2008 - 09.2014
In Progress -
Kent State University At Stark Campus
Supervision Certificate
Kent State University
Residential Ohio License
Reciprocal license in all other US states
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