Sarah Menard
Summary
An enthusiastic and professional person, who enjoys being part of , as well as leading, a successful and productive team. Excellent costumer service skills with over 15 years of experience working in the customer service field. Competent at managing responsibilities in a fast- paced, high-volume atmosphere I am quick to grasp new ideas and concepts, and to develop innovative and creative solutions to problems. Able to work well on my own as well as accustomed to balancing high volume inquires with administrative needs for 17 member staff. strong initiative and can demonstrate the high levels of motivation that is required to meet the tightest of deadlines.
.
Overview
15
15
years of professional experience
Work History
Shift Leader
Starbucks
02.2022 - Current
- Trained new employees and delegated daily tasks and responsibilities to maximize productivity amongst personnel.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Enforced company policies and regulations with employees.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Frequently inspected production area to verify proper equipment operation.
- Handled sensitive issues with employees and/or customers with tact, respect, diplomacy and confidentiality,
- Actively listed to and considered the concerns of other employees, responding appropriately to maintain positive and productive work environments.
- Partnered with and assisted others and promoted an environment of team work to achieve common goals.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Assisted managers in setting goals for each department within the store and monitored progress toward those objectives regularly.
- Managed inventory levels to prevent stock shortages, conducting regular audits and ordering supplies as needed.
Dispatch Manager
CJ'S Towing Unlim.
09.2016 - 02.2020
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Motivated staff to deliver high-level dispatch support
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Recorded and secured archives of customer requests, services performed and other dispatch information to maintain accurate records and appropriate filing systems.
- Closely monitored dispatch board to triage and prioritize high volume of daily calls.
- Directed all dispatching, routing and tracking of 21 fleet vehicles.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Maintained updated and detailed records of calls in physical and electronic database.
- Responded to fast pase high volume of daily caller requests with information about assistance and timeframes.
- Sent out service trucks, flat bed, light duty, med duty & heavy duty wrecker drivers to assist local and state police as well as customer callers based on locations, needs and worker availability.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked set 12 hr shifts & flexible hours; night, weekend, and holiday shifts, as well as emergency on call for bad weather and recoveries.
- Coached new hires on company processes while managing 17 employees to achieve maximum production.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
- Delivered clerical support by efficiently handling wide range of routine and special requirements.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Maintained staff directory and company policy handbook for human resources department.
- Welcomed office visitors warmly and alerted staff to arrivals .
- Verified accuracy of business records by consistently updating customer information.
- Executed record filing system to improve document organization and management.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using MS Office suite.
- Provided clerical support to all] company employees by copying, faxing and filing documents.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Monitored premises on multiple lots via monitoring system and yard personnel, screened visitors, updated logs and issued passes to maintain security.
- Managed multiple projects simultaneously using organizational and analytical skills.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
- Helped staff complete special projects by organizing documentation and supplies to handle forecasted demands.
- Checked documentation for accuracy and validity on updated systems.
- Kept reception area clean and neat to give visitors positive first impression.
- Verified cards, gave change and collected and processed over thousands of dollars worth of cash credit card and check payments.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Coordinated activities of field personnel when in yard or between projects to facilitate equipment maintenance, yard organization and clean-up.
- Involved in hiring process and trained newly hired yard personnel on processes and procedures to successfully perform job responsibilities.
- Conducted shift safety and yard inspections and documented and distributed findings and observations.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
dispatcher
Chucks auto service An
11.2015 - 07.2016
- Answering multi line telephone system, make pre and post calls to confirm orders, time frames, c.o.d accounts, and assisting customers with service concerns.
- Route generate and print service calls
- Dispatch assignments to drivers through two way radio, and keep customers informed when service is on its way and if it may be running behind schedule
- Provided high quality customer service
- Work closely with manager
- Recommended and implemented new scheduling and reporting system for drivers, which improved driver and truck safety
- Handle cash and credit card transaction in store environment Reviewed dispatch logs to ensure all tickets scheduled for previous day were completed, rescheduled or reassigned
- Secretary work filing and inputting invoices in alphanumeric order
- Scan, fax, email and mail documents to customers, billing and accounts receivable
Dispatcher , manager
Cjs Towing Unlimited
09.2011 - 11.2015
- Administered and operated all computer aided communication and dispatch equipment
- Maintained record of all emergency request received
- Answered all phone calls coming to facility and if required routed to drivers
- Ensued dispatch according to schedule and work order
- Informed drivers and operators of any traffic diversions
- Coordinated with all drivers and customers regularly
- Maintained record of all tow sheets
- Managed daily operation of 25 drivers and GPS tracking
- Managed office personal of 3, cash registers and customer service handling.
- Managed yard personal of 3-5 personal and yard inventory of vehicle reports and photos.
- Multi-tasked between dispatching drivers, file maintenance, call routing and handling customers.
- Worked closely with local police and state police departments truck team task force and all emergency task force.
- Received and handled any complaints or disputes that came from customers or employees
- Kept office surrounding tidy and organized for workers and customers satisfaction
office personal
Chucks auto service
06.2010 - 11.2010
- Helped distribute employee notices and mail around the office.
- Screened all visitors and directed them to the correct employee or office.
- Answered and quickly redirected calls that were received
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Maintained a clean reception area, including lounge and associated areas.
- Greeted numerous visitors, including VIPs, vendors and interview candidates.
- Entered numerical data into databases in a timely and accurate manner.
- Scanned documentation and entered into the database.
- Assisted with receptionist duties, file organization and research and development.
crew member
Dunkin Donuts
08.2009 - 11.2009
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Consistently provided friendly guest service and heartfelt hospitality.
- Promptly and empathetically handled guest concerns and complaints.
- Demonstrated integrity and honesty while interacting with guests, team members and managers.
- Operated drive-through window and sales register quickly and efficiently.
- Greeted customers and provided excellent customer service.
- Prepared variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
Education
High School Diploma -
Gateway To College At Holyoke Community College
Holyoke, MA06.2011
Skills
- Strong communication skills both verbally and written
- Exceptional ability to manage all communication equipment
- Dependable and reliable
- Efficient and effect problem solver
- Professional and detail oriented
- Management experience
- Administrative data entry
- Payment processing billing and reciveing
- Works independently without direct supervision
- Team player
- Conflict resolution
- Motivated and great motivador
- Strong attention to detail
- Strong work ethic and passion to excel in work environment
- Fast learning
- Willing and ready for continuous learning
- Computer knowledge (basic Microsoft office and excel)
- Ability to receive and prioritize calls
- Able to maintain focus in fast-paced environment
- Excellent in emergency decisions
- Strong ability to multi task
- Adaptive Openness to change and forward thinking
- Organized with ability to work under timelines
- Ability to read maps, and navigation system
- Always positive attitude
- Strong customer service I pride in offering detailed, personalized friendly and polite service to all while maintaining professionalism
Timeline
Shift Leader
Starbucks
02.2022 - Current
Dispatch Manager
CJ'S Towing Unlim.
09.2016 - 02.2020
dispatcher
Chucks auto service An
11.2015 - 07.2016
Dispatcher , manager
Cjs Towing Unlimited
09.2011 - 11.2015
office personal
Chucks auto service
06.2010 - 11.2010
crew member
Dunkin Donuts
08.2009 - 11.2009
High School Diploma -
Gateway To College At Holyoke Community College