Sarah Landis
Schwenksville,PA
Summary
Dynamic Operations Lead and Customer Service expert from Martech Medical Products, adept in Operations Management and fostering customer relationships. Spearheaded process improvements, boosting efficiency and team productivity. Excelled in quality assurance and project management, ensuring high client satisfaction and operational excellence. Skilled in motivational leadership and strategic planning, significantly contributing to company goals.
Overview
16
16
years of professional experience
Work History
Operations Lead
Martech Medical Products
Harleysville
08.2018 - Current
- Enhanced team productivity by providing ongoing training and development opportunities.
- Managed and allocated staff and material resources to meet production goals.
- Utilized data-driven insights to inform decision-making processes regarding resource allocation or process improvements within the operations department.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Planned operations and activities, and led projects.
- Streamlined operations by implementing efficient processes and optimizing workflows.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Collaborated with cross-functional teams to achieve company-wide objectives and drive operational excellence.
- Drove process improvement initiatives that led to increased efficiency and streamlined procedures across multiple departments.
- Assisted in the development of long-term strategic plans, aligning operational goals with overarching company objectives.
- Reduced operational costs through continuous improvement initiatives and cost-saving measures.
- Performed quality control and monitored production efforts.
- Oversaw problem resolution to address barriers to operational efficiency.
- Led project teams through all phases of implementation, from initial planning to final execution, ensuring successful completion within defined timelines.
- Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management.
Customer Service Representative
Martech Medical Products
Harleysville
11.2008 - 08.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Upper Perkiomen High School
Pennsburg, PASkills
- Motivational attitude
- Scheduling Coordination
- Warehouse Management
- Production Planning
- Procedure Implementation
- Acknowledgment of customer needs
- Operations Management
- Team Training
Timeline
Operations Lead
Martech Medical Products
08.2018 - Current
Customer Service Representative
Martech Medical Products
11.2008 - 08.2018
Upper Perkiomen High School