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