Sarah Wright
Newark,DE
Summary
Highly motivated with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Trash Tech/SEM/Casella
New Castle, DE
04.2024 - Current
- Assisted customer service team operations by coordinating daily tasks and resolving issues as they occurred.
- Managed incoming calls and provided effective solutions to escalated concerns.
- Worked with various departments to support achievement of company goals.
- Executed payroll processing accurately and on time to enhance employee satisfaction.
- Served as primary contact for two major contracted towns
- Facilitated regular performance evaluations and coaching sessions to promote employee growth.
- Addressed customer complaints while focusing on customer satisfaction and loyalty.
- Participated in two acquisitions, contributing to a smooth transition.
Billing Specialist/Accounts Receivable
Trash Tech/SEM
Delaware City, DE
07.2021 - 04.2024
- Generated comprehensive billing statements for all customers.
- Apply all incoming receivables
- Efficient in QuickBooks and Excel
- Created cash flow excel sheets for upper management
- Assisted in bank reconciliation
- Assist customers with accounts and billing/payment issues
- Support AP/Collections dept as needed
- Help create Collections process
- Submitted cash and check deposits and generated cash receipts to record money received.
Subject Matter Expert
DISCOVER FINANCIAL SERVICES
Newark, DE
01.2015 - 01.2021
- Assisted customers and agents with billing inquiries and dispute resolutions.
- Addressed and resolved escalated customer account issues related to billing statements.
- Provided phone support to assist customers in resolving billing and disputed charge concerns.
- Troubleshot and managed customer accounts and assigned cases.
- Participated in training sessions for new agents.
- Completed leadership training program within company.
CUSTOMER SERVICE AND ENGAGEMENT
DISCOVER FINANCIAL SERVICES
11.2013 - 01.2015
- Assisted customers by addressing inquiries in a professional manner to enhance their experience.
- Supported management of various customer accounts while collaborating with other departments as necessary.
- Achieved and maintained performance metrics consistently.
Store Manager
Claire's
Wilmington, DE
11.2011 - 11.2013
- Facilitated daily store operations, aligning with corporate guidelines and procedures.
- Supported daily paperwork processes and cash handling tasks.
- Scheduled weekly and daily staff shifts and managed payroll duties.
- Handled diverse daily responsibilities while delivering customer service.
- Analyzed sales data to assess store and team performance.
- Executed visual merchandising updates and markdown strategies.
- Guided and supported staff with product knowledge, merchandising standards, and customer service skills.
- Created and executed strategies to boost customer satisfaction and drive sales.
Education
Organizational Management
WILMINGTON UNIVERSITY
Wilmington, DE07-2026
Medical Assistance
Harris School of Business
Wilmington, DE01-2008
Skills
- Training and mentoring
- Cash handling
- Adherence to high customer service standards
- Complaint resolution
Timeline
Customer Service Manager
Trash Tech/SEM/Casella
04.2024 - Current
Billing Specialist/Accounts Receivable
Trash Tech/SEM
07.2021 - 04.2024
Subject Matter Expert
DISCOVER FINANCIAL SERVICES
01.2015 - 01.2021
CUSTOMER SERVICE AND ENGAGEMENT
DISCOVER FINANCIAL SERVICES
11.2013 - 01.2015
Store Manager
Claire's
11.2011 - 11.2013
Medical Assistance
Harris School of Business
Organizational Management
WILMINGTON UNIVERSITY