Sarah Bernabei Email & Phone Number

Newton, Ma, Us

Remote

Devised and implemented strategic revenue-generating initiatives, such as overseeing project management, company-wide communication, reporting, training, collaboration, and meeting facilitation.•Lead and collaborated with multiple cross-functional teams to generate revenue on the Operations side. This led to a $40k revenue generation in its first month launched for Care and Service Assurance. •Project Managed and directed the seamless migration of CRM to Salesforce, optimizing and supporting order processes. Also part of projects for Work Force Management to NICE, and new IVR to consolidate systems, create efficiency, and help with the overall budget. •Spearheaded the improved equipment returns process to recover costs and deployed rep assistance fee to support teams in meeting budget targets. The Equipment Return Process was going to help save over 1 million dollars yearly. •Revitalized a team dedicated to specific sales teams, improving customer support. Allowing for Sales to sell and these customers to receive customer service that would create upsell and renewal opportunities, helping the budgeting for the future.

Directed various teams, overseeing tasks such as onboarding, terminations, invoice approvals, and change control documentation. Maintained and updated metrics reporting and presented findings in daily, weekly, monthly, and quarterly meetings with executives. Scheduled and organized cross-functional meetings to standardize designations and enhance order flow and support processes. • Established key performance indicators (KPIs) for service levels, NPS scoring, upselling, quality, retention, and on-time performance teams.• Pioneered development of new retention processes and collaborated with multiple teams to achieve remarkable increase of 20% in monthly retention rates, driving significant revenue growth over one, two, three, and five-year terms.• Cultivated Business Process Outsourcing (BPO) relationship with Sutherland Global, managing over 13 lines of business.• Provided valuable support to technology teams in automating systems, leading to substantial improvements in efficiency and customer experience.• Devised and implemented customer-focused best practices and more efficient operations, improving overall customer experience in collaboration with staff members.

Supervised and managed customer service and customer-facing teams during critical technology outages, ensuring minimal service impact. Led transition of customer contact channels from phone to chat, overseeing international team relocation and managing all associated recruitment and training efforts. Developed and executed successful retention campaigns, incentive programs, and commission structures for customer-facing teams. Facilitated successful outsourcing of Customer Service Team.• Conducted in-depth analysis of customer satisfaction data and identified operational gaps, leading to impactful enhancements in customer experience.• Achieved performance metrics, optimized workforce efficiency, and managed increased workloads, reducing headcount without compromising service quality.• Collaborated with developers to implement improvements in message center self-service portal, increasing upselling opportunities and enhancing customer account management.• Coordinated with marketing department to develop compelling campaigns and promotional materials, reducing customer churn, fostering customer loyalty, and driving substantial revenue growth.