Sara Singleton Email & Phone Number

La Quinta, Ca, Us

Irvine, California, United States

As the Pickleball Director for the City of Irvine, I take pride in spearheading all pickleball-related activities and programs. With a keen focus on organizing court schedules, managing tournaments, and maintaining top-notch facilities, I ensure a vibrant pickleball scene. My dedication to promoting the sport and providing top-quality instruction and training drives the growth and success of our pickleball community.

• Developed and delivered comprehensive training materials to new hires, resulting in a 40% decrease in the time it takes for employees to become proficient in the product and platform.• Collaborated with cross-functional teams to analyze historical call volume data and trends, leading to the identification of peak call times and allowing for effective resource allocation• Conducted data analysis on customer feedback to identify trends and improvement opportunities.

Irvine, California, United States

• Analyzed client loan requests and assessed associated risks to recommend optimal loan terms, conditions, and collateral positions, resulting in successful loan approvals.• Developed and empowered relationships with over 100 clients, utilizing extensive knowledge of the consumer marketplace, products, and finance to fully understand clients' plans and successfully introduce suitable loan services.• Streamlined loan application process by creating a comprehensive checklist of required documents, resulting in a 30% reduction in application errors and a 20% increase in application approval rate.

El Segundo, California, United States

• Implemented a training program for existing clients to utilize the new Order Processing System.• Configured and optimized back-end processing jobs to increase efficiency, resulting in a reduction of order fulfillment time• Implemented a proactive approach to address client issues by conducting regular audits and identifying recurring problems.

Newport Beach, California, United States

• Implemented a feedback system to track the effectiveness of the training program. Developed and executed a comprehensive training program that increased employee productivity.• Coached a team of 25 sales representatives on effective customer service techniques,• Implemented regular coaching sessions with individual sales team members, resulting in a 10% increase in their overall sales conversion rate.

Irvine, Ca

Directed daily call center operations for all quality service control activities, including internal processes,procedures, and software tools to evaluate customer-employee interactions.Developed strategy and training programs that improved customer call center representatives’ QA scores from 65% to 85%, which ensured high levels of customer satisfaction.Developed and implemented new customer service call scripts resulting in a 50% decrease in average handletime per call.Created and provided training on new processes to leverage call monitoring software that increased theamount of qualified appointments for property tours by 45%Collaborated with internal teams and stakeholders to develop customer specific strategies as it related to callvolume and delivering world class customer service. Developed a comprehensive framework for call performance standards, ensuring consistency in the applicationof service quality evaluation criteria.Designed and implemented a comprehensive quality monitoring evaluation form and program for measurableand coach-able call performance standards.Defined KPIs, key metrics, and perform data analysis in MS Excel and other software knowledge for analyzingteam performance.Recommended call center representative coaching sessions based on data driven performance metrics.Instituted call quality management systems to improve customer services ratings.Ensured large volumes of assigned work was completed accurately, and timely, in accordance with ServiceLevel Agreements (SLAs), and in adherence to Standard Operating Procedures.Developed and launched new training programs to boost employee retention and productivity.Coached and developed staff at all levels to achieve high performance.Responsible for employee performance appraisals, hiring/interviewing, promotions and salary changes.Nominated for Employee of the Year in 2015.

Supported sales in 15 communities; mentored/coached employees on current sales model.Generated community phone traffic through marketing initiatives.Led meetings with site associates to maximize sales.Nominated for Employee of the Year in 2015.Promoted to the Manager of Quality Assurance within 6 months of hire.

Irvine, Ca

Planned, coordinated, and delivered training for credit and funding analysts in the Consumer CreditDepartment for Hyundai.Delivered new hire and continuing education training through a variety of presentation formats, includingclassroom, one on one, e-mail, unit meetings and demonstrations.Led operational and soft skills training content for operational staff.Monitored student progress throughout duration of training, providing coaching and developmental feedback.Developed, tracked, and monitored a Performance Balanced Scorecard for Operations Training (KPIs) andmetrics.Standardized training manuals, participant guides, instructor guides, quizzes, tests, and training aids.Solved complex problems by proactively identifying new solutions to problems; worked independently withoutestablished procedures.Drove operations improvements; improved business processes; maintained training records.Completed daily tracking, including end of course evaluations and trainee assessments.

Worked effectively with all levels of management in order to provide financial and operational analysis andproblem solving recommendations.Performed analyses of training information and provides recommendations for improvement.Coordinated the development of performance metrics and tracking methods.Supported users with technical/product/database issues; escalated issues requiring resolution or furtherinvestigation.Oversaw product installation at client sites.Delivered specific fulfillment projects, including customization requests from customers.Ensured that customers were using latest software and production platforms; planned migrations and updatesappropriately.Managed all UAT of new product releases prior to product launch.

Irvine, Ca

Bought and sold cars while demonstrating world-class customer service.Supervised the Mentor Program; trained new sales consultants on CarMax sales processes.Recognized as Top 3 in Sales for "Voice of The Customer," scoring 80% on customer service.Awarded Top Female Sales Consultant, averaging 10-15 cars a month.

Conducted and implemented training to nationwide franchise automotive dealerships.Collaborated with management and subject matter experts to identify the learning objectives, contentdevelopment or procurement, and delivery of proposed trainings.Worked closely with SMEs to develop programs to gauge knowledge-shift.Partnered with sales managers inside of PCO for follow-up on training initiatives 30/60/90 days after training.Developed engaging forward-thinking training delivery methods to better engage our ever-evolving trainingaudience.Developed a new sales processes to the service drive to increase sales dollars.Presented demos to potential clients/customers on the Wireless Service Advisor software.

Bachelor Of Science - Bs, Business/Corporate Communications

Activities and Societies: Deans List

Education record