Sarah Anders Email & Phone Number

Lehi, Utah, United States

Fort Mill, SC

Implements and coordinates Compliance policies and procedures across several businesses. Works closely with business teams to identify and mitigate risk by implementing effective and sustainable solutions. Trains, mentors and develops peers; coaches agents on compliant behaviors and answers agent questions; leads compliance initiates and communication for.

• Develop creative training material and facilitate training for key business initiatives (e.g. Speech Analytics, Product and Procedure trainings)
• Customize the Speech Analytics tool to score CSR performance and compliance on specific indicators.
• Partner with Trainers and Coaches for new hire training and nesting to bridge knowledge gaps for new hires and existing personnel. Ensure compliance with enterprise onboarding requirements.
• Prepare and deliver reporting of Contact Center KPI metrics to the Inforce Contact Center Leaders.
• Analyze Contact Center KPIs and recommend action plan to improve Quality metrics by leading strategic initiatives.
• Engaged in AXA culture by supporting Diversity & Inclusions Employee Resource Group - WOW (Women's Outreach at Work) as a Communication Lead

Charlotte, North Carolina Area

Professionally oversee Quality in the New Business Department. Provide constructive feedback and real time coaching to promote effective and compliant processes and procedures. Serve as a resource for employee questions and policy escalations. Facilitate effective communication amongst departments.

Charlotte, North Carolina Area

• Professionally handle inbound calls focusing on high-quality, timely customer service. Maintain product and procedure knowledge. Follow administration guidelines, adhere to schedules, and identify and analyze problem.
• Spearheading mentorship development program, AXA PLUS; responsible for creating processes, branding, and marketing to gain Head of Operations buy-in and ultimately enhance employee retention
• Stand-in Coach; reviews inbound calls for quality and performance metrics, perform analysis, and provide feedback to Customer Service Representatives resulting in reduced assigned Coach workload
• Partner with Trainers and Coaches for new hire training and nesting; bridge knowledge gaps for new hires and existing personnel, and ensure compliance with enterprise onboarding requirements
• Develop monthly process improvement training materials and distribute Cross Department Newsletters to, both the Contact Center and Training Department
• Exude positive problem-solving approaches and displays spirit of cooperation in team environments

• Provided leadership and guidance to teams and personnel that created an environment focused on customer satisfaction, maximum productivity, and profitability. Responsibilities include leadership, people development.
• Communicated clear expectations and held the store team and individuals accountable to achieve all brand, performance, and behavior standards
• Recruited, hired, trained and developed, and retained top management and sales talent as well as maintained optimal staffing levels in alignment with organizational goals
• Ensured all visual directives were executed seamlessly and within scheduled time frames and allotted payroll budgets
• Managed the execution of store business plans that drove Key Performance Indicator results and maximized business opportunities as well as achieved store shrink goals and maintained standards
• Created mentoring system for new hires resulting in reduced onboarding and training time

Responsible for total store visual merchandising, associate training, and customer serviceInstrumental in reducing monthly labor costs by 5%Leader in winning store sales contests throughout districtInitiated new process for introducing customers to retailer credit card Assisted in re-writing new hire training policy

Certificate, Preparing To Manage Human Resources

Associate’S Degree, Associates In Arts, 3.1

Education record

Bachelor'S Degree, Business/Corporate Communications, Currently Enrolled