Summary
Overview
Work History
Education
Skills
Additional Information
Work Preference
Timeline
BusinessDevelopmentManager
Sarah Seevers

Sarah Seevers

Fairlawn

Summary

Excels at working with stressed, confused and overwhelmed individuals in need of information and supportive guidance to navigate issues. Effective at operating within compliance regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance. Successful Manager with over 30 years of experience addressing customer requests and concerns to provide relevant information and options. Upbeat and energetic, with grace in handling difficult situations through resourcefulness and adaptability. Talented Customer Service professional offering years of experience in progressive roles of accountability and leadership. Pursuing new opportunities to make a difference and provide support to those in need. Self-motivated and hardworking with exceptional communication and problem-solving skills.

Overview

31
31
years of professional experience

Work History

Customer Care Supervisor

Signet Jewelers
11.1993 - Current
  • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Optimized customer support by establishing collaborative service environment
  • Conferred with customers about concerns with products or services to resolve problems and drive sales
  • Educated customers about billing, payment processing and support policies and procedures
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Cross-trained and provided back up for customer service managers
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
  • Trained new personnel regarding company operations, policies and services
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
  • Effective liaison between customers and internal departments
  • Reviewed order data on daily basis to verify transactions and shipping dates
  • Investigated and resolved customer inquiries and complaints quickly
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Implemented and developed customer service training processes
  • Increased efficiency and performance by monitoring team member productivity and providing feedback
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions

Senior Case Resolution Manager

Concora Credit
10.2019 - 05.2024
  • Improved customer satisfaction by efficiently addressing and resolving complex issues in a timely manner.
  • Managed a team of resolution specialists, ensuring effective communication and collaboration for optimum results.
  • Developed and implemented resolution strategies to reduce customer complaints and increase retention rates.
  • Analyzed data trends to identify recurring issues, leading to improved problem-solving techniques and resolutions.
  • Established strong working relationships with key stakeholders, fostering a collaborative environment for issue resolution.
  • Conducted root cause analysis on customer disputes, resulting in the implementation of preventative measures.
  • Streamlined processes by creating standard operating procedures for consistent handling of customer concerns.
  • Enhanced efficiency by implementing new case management software tools for tracking and documenting resolutions.
  • Collaborated with cross-functional teams to address systemic issues impacting customer satisfaction levels.
  • Reduced case backlog through prioritization and effective time management strategies.
  • Monitored team performance against KPIs, identifying opportunities for continuous improvement in service delivery.
  • Provided exceptional customer service by empathizing with clients'' concerns and offering tailored solutions to meet their needs.
  • Facilitated open lines of communication between customers and relevant departments, ensuring fast issue resolution timescales.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Education

Bachelor of Science - Exercise Science And Dietetics

Miami University
Oxford,oh
05.1998

Bachelor of Arts - Elementary Education

University of Akron
Akron,OH
05.1997

Skills

  • Complaint resolution
  • Computer proficient
  • Service standard compliance
  • Training development aptitude
  • Data entry
  • Professional telephone demeanor
  • Staff education and training
  • Account management
  • Report preparation
  • MS Office proficiency
  • Organization and Time Management
  • MS Office
  • Analytical and Critical Thinking
  • Task Prioritization
  • Attention to Detail
  • Interpersonal Communication
  • Customer Relations

Additional Information

I have a close connection with Cystic Fibrosis as my 26 year old daughter was diagnosed at 3 1/2 years old. I have been fortunate to have a great support system at my local CF center and the CF foundation. I would like to pay it back to those who are just getting that initial diagnosis or dealing with all the challenges that arise along the way.

Work Preference

Work Type

Full TimePart Time

Location Preference

On-SiteRemoteHybrid

Important To Me

Company Culture

Timeline

Senior Case Resolution Manager

Concora Credit
10.2019 - 05.2024

Customer Care Supervisor

Signet Jewelers
11.1993 - Current

Bachelor of Science - Exercise Science And Dietetics

Miami University

Bachelor of Arts - Elementary Education

University of Akron
Sarah Seevers