Sarah Saunders
Little Rock,AR
Summary
Motivated Operations Specialist focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty, and driving retention processes. Demonstrates effective judgment in balancing customer, employee, and company objectives.
Overview
18
18
years of professional experience
Work History
Chief Services Officer
Peak Payment Solutions
Layton, Utah
02.2018 - Current
- Responsible for managing service initiatives related to the business's people, products, and processes.
- Continually hire, coach, train, motivate, and develop Client and Member Service Specialists.
- Develop and maintain internal training, policy, and procedures.
- Be proactive in handling potential problems, not limited to software and people.
- Manage customer perceptions and feelings resulting from interactions with the company's brand and products throughout the customer journey.
- Work with the executive board to develop and implement customer satisfaction strategies.
- Suggest ways to improve processes, procedures, and customer relationship management as they pertain to the fitness industry.
- Updates e-knowledge and Wiki for information and learning.
- Develop and implement department incentives.
- Documented solutions and troubleshooting steps concisely in the ticketing system, and alerted other team members of new service solutions.
Corporate Project Specialist
Gold's Gym Houston
Magnolia, TX
03.2016 - 03.2017
- Perform requirements to ensure the effectiveness and efficiency of company processes and procedures for multiple gym locations.
- Accurately determine, assign, track, and manage project tasks, activities, documentation, and time information per internal standards.
- Successfully create and execute processes and procedures for the field.
- Submitted budget estimates, progress reports, and cost tracking reports as they pertain to software.
- Implemented change management strategies throughout projects including developing training materials and providing guidance on best practices.
Premier Client Services Representative
National Fitness
Layton, Utah
11.2013 - 03.2016
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Researched issues and made quick decisions to achieve efficient and effective resolutions.
- Ran Reports and supplied data to fulfill customer report requirements.
- Resolved product issues and shared benefits of new technology.
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Corporate Project Specialist
Gold's Gym Houston
Magnolia, TX
09.2006 - 09.2013
- Perform requirements to ensure effectiveness and efficiency of company processes and procedures.
- Create and execute processes and procedures for the field.
- Reviewed and sanitized all new and incoming membership agreements for five locations.
- Processed and submitted sales commissions based on new memberships sold to payroll on a monthly basis.
- Assisted Operations Managers across five locations in concessions control, merchant services and report management.
Education
High School Diploma -
Montgomery High School
Montgomery, TX4 2006
Some College (No Degree) - Basic Classes
Lone Star College
Conroe, TexasSkills
- Google Workspace user
- Asana proficiency
- Visme User
- Zendesk Knowledge
- Microsoft Office proficiency
- Results-Oriented
- Client engagement
Timeline
Chief Services Officer
Peak Payment Solutions
02.2018 - Current
Corporate Project Specialist
Gold's Gym Houston
03.2016 - 03.2017
Premier Client Services Representative
National Fitness
11.2013 - 03.2016
Corporate Project Specialist
Gold's Gym Houston
09.2006 - 09.2013
High School Diploma -
Montgomery High School
Some College (No Degree) - Basic Classes
Lone Star College
Similar Profiles
Thomas TullosThomas Tullos
Member Support Representative at Peak Payment SolutionsMember Support Representative at Peak Payment Solutions
Lelia TateLelia Tate
Customer Support Specialist at Peak Payment SolutionsCustomer Support Specialist at Peak Payment Solutions
Ayan KhatibAyan Khatib
Technical Account Manager at Razorpay-Payment Gateway & Payment SolutionsTechnical Account Manager at Razorpay-Payment Gateway & Payment Solutions
Amanda SimpkinsAmanda Simpkins
Special Education Teacher at EStem Public Charter SchoolsSpecial Education Teacher at EStem Public Charter Schools
Chloe CrouchChloe Crouch
Registered Nurse III at Arkansas Children’s HospitalRegistered Nurse III at Arkansas Children’s Hospital