Sara Haddock Email & Phone Number

My current role is as a people manager of a total of 9 agents that handle corporate complaints in relation to contracted repairs and/or up to any negative customer experience where opportunities are missed that don’t hold up to HomeServe’s customer and contractor promises that the company prides its foundation under. This includes payroll approvals, management of their paid time off and/or leaves, ADA’s, FMLA’s, managing caseloads, answering questions for my team as well as other team members in the dept. in attempts to assist them in resolving escalated cases and meet their KPI metrics.During my career at Homeserve I have promoted from the following:Repair management•8/2017-4/18/2018• intake of customer calls reporting their issues and submitting work orders to deploy technicians. Cross trained in USP Billing (a company Homeserve purchased)Cost authorization to leadership development team for Cost authorization• 4/20/2018-6/16/2019• handled approval/denials of claims under $3500.00. Assisted in training, monitoring, and escalations for team.Cross Functional Task Force• 4/1/2019-9/7/2021-reviewing root cause analysis and finding solutions to negative service experiences. Reviewing processes and procedures and refine, rework and/or create to ensure that all agents in the Service Center are working toward a common goal of excellence.Customer Advocacy Team• corporate complaint handling from customers via directly, social media, BBB or legal.Homeserve Cares Advocate-Receiving and reviewing applications to HomeServes nonprofit, reviewing eligibility, interviewing customers, facilitating in public relations videos and orchestration of on-site filming, create and deploy jobs, monitor them to completion, and monthly and fiscal reporting of scopes of work and costs to the Directors and VP’s over that foundation.

Monetary transactions for union members and drawer balancing.

Inbound and outbound telecommunications in the area of collections. Above my normal responsibilities I assisted in training and assisting coworkers as needed. Managed and respond to the departmental voicemail, assist in the supervisor que for escalations when needed, and assisted in the databases for disconnect/reconnects of non-payment for broadband and Dish Network customers.

Majored, Early Childhood Education

Diploma