Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sarah Shortridge

Las Vegas,United States

Summary

Seasoned Analysis Manager with significant expertise in data-driven decision making and strategic planning. Strong in utilizing advanced analytics tools and interpreting complex data to provide actionable business insights. Known for superior problem-solving skills, ability to lead high-performing teams, and driving continuous improvement in past roles.

Overview

10
10
years of professional experience

Work History

Resolution Manager

Barclays
Henderson, NV
10.2021 - Current
  • Support the execution of customer service requirements to resolve more complex. Customer needs requests and inquiries.
  • Receive up to 75 escalated, elite calls, including luxury card calls, listen to and establish rapport with customers
  • collaboration with teams across the bank to align and integrate customer care process.
  • Identification of areas for improvement and providing recommendation for change and customer care process by providing feedback and coaching for colleagues on these highlighted areas.
  • Understanding and analyzing customer needs while adhering to compliance regulations and security policies
  • Assist with Onboarding by providing new hires access to programs such as AWS, Citrix, SalesForce, SharePoint, etc
  • Provide training to incoming new hires, role changes, and ongoing training
  • Monitoring financial transactions for potential fraud and suspicious activity and conduct investigations and report fraud incidents
  • Retain up to 20 accounts daily by reminding customers of the benefits of the card
  • Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders

Store Manager

Caster Properties
Anaheim, CA
07.2017 - 10.2021
  • Consult with new tenants, walking the client through rental process/agreements and ensuring all questions are answered
  • Maintain property cleanliness, safety, security, and maintenance as needed
  • Direct oversight associates, overall facility, managing staff, scheduling, and annual reviews for staff
  • Accurately utilize SSM Tenant Management System to reserve units, process payments, maintain tenant records, and mail correspondence
  • Ensure lien process on delinquent accounts is followed and units are sold at public auction legally
  • Regularly evaluate competitor rates, adjust pricing, and revenue management
  • Provide training for new associates as well as ongoing training for current staff
  • Met and exceeded budget and sales goals monthly, quarterly and annually3 years straight
  • Increased sales by25% annually
  • Establish, Motivate and evaluate performance levels of all employees

Customer Service/Imaging Clerk

EDI Express
Torrance, CA
07.2014 - 06.2017
  • Prepare information to be scanned by sorting, researching, and attaching pertinent, legible records
  • Daily scans of all loading and unloading reports, bills of lading, delivery receipts and all freight that was sent to another agent by po number
  • Answered an average of40 calls per day by addressing customer inquiries, solving problems, and providing updated information
  • Adjust documents, focus, and exposure to accommodate records and ensure clarity/resolution of image

Education

High School Diploma - General Education

Woodrow Wilson High School
06.2000

Skills

  • Performance coaching
  • Collections
  • National Credit Check proficiency
  • Strategic thinking
  • Risk management
  • Strong client relations
  • Sales
  • Property leasing/management
  • Scheduling and coordinating
  • Conflict resolution
  • Managing operations and efficiency
  • Analytical thinking
  • Budget management
  • Performance evaluations
  • Onboarding and orientation
  • Employee training
  • Microsoft powerpoint, excel, and Word
  • Fraud patterns
  • Proficient in programs TSYS, AWS, SALESFORCE, CONTACT CENTER DESKTOP, CITRIX, SSM

References

  • Daniel, Ridgway, Previous Co-worker
  • Delia, Rodriguez, 702-721-1277, Current Co-worker
  • Holly, Elliott, 503-707-0671, Previous manager

Timeline

Resolution Manager

Barclays
10.2021 - Current

Store Manager

Caster Properties
07.2017 - 10.2021

Customer Service/Imaging Clerk

EDI Express
07.2014 - 06.2017

High School Diploma - General Education

Woodrow Wilson High School
Sarah Shortridge