Sarah Nadeau Email & Phone Number

Marlborough, Ma

Marlborough, Ma

Continued development of a strong collections team through coaching, training and motivation. Creation of a positive work environment. Identification and implementation of process improvements. Active floor management of collections campaigns and staff. Performance management. Quality Assurance. Escalation management. New hire interviewing, training and on the job development. Daily reporting, planning, and forcasting. Additional duties as required.

Managed team of four Leads and 36 member care remote representatives who were responsible for all written communication with members of Care.com. Selected Contributions:Worked with the Operations, Marketing and Forecasting teams on a daily basis to ensure Member Care Email Team was meeting goals as set by the company on both a team and individual basis. Responsible for weekly scheduling of team to ensure Service Levels were met. Achieved 99.9% Service Level goal for all member communication week over week.Assisted in developing a successful Quality Assurance (QA) and Audit program from planning stages to initial implementation. Recruited, interviewed, hired, and trained new employees for the Member Care Email Team.Analyzed results of all metrics then successfully coached entire team to obtain improved results, including implementing weekly and monthly incentives to boost morale. Team's efficiency improved by an average of 33%, and the team's customer satisfaction results went from 45% of members choosing very satisfied in their satisfaction survey, to 65% in the same category within 90 days. Developed, planned and executed a new Lead role, then promoted four remote Member Care Leads and trained them to successfully coach their individual teams to meet all goals and expectations. Worked closely with all Leads on a daily basis to coach them on the varying aspects of managing a team to ensure success, including assisting with recommendations of site enhancements for Care.com and helping develop training programs for further development of the Member Care representatives.Responsible for all reviews, comments and escalations on Care.com's Better Business Bureau account and handled all escalations from current Care.com members who contacted us via email.

Promoted to Team Leader after six months of serving as a senior service professional. As a Team Leader, managed team to meet and exceed goals set by company on an individual and team level. Selected Contributions:Ensured Service Professionals meet and or exceed their client, quality and productivity standards set by the company. Achieved goal of 5% improvement on all goals week over week until all goals were met for the team.Achieved the top client rating of "Excellent" for every quarter. Twice received the Partner Honors Award for Excellent Team Leader from the client. Provided consistent and timely coaching to all key metrics for each member of team during team, side-by-side, and one-on-one meetings.Partnered with other Team Leaders across all sites to meet and exceed departmental goals on a daily, weekly, monthly and quarterly basis. Worked closely with Service Delivery Managers to drive performance results and assisted them in communicating these results to the client through analyzing reports and compiling data.As Operational Manager, closely worked with all operational departments to successfully run call center operations to maximize productivity on all levels. Achieved an 18% improvement in average productivity standards as set by the client during the 90 days of this pilot role.

Promoted within two months after surpassing all goals and company standards. Co-directed 20-30 employees and managed new hire interviews, training, payroll, schedules, call observations, coaching to goals and employee incentives. Maintained high standards in call center atmosphere, call handling and employee satisfaction. Selected Contributions:Interpreted and created reports for daily activity, results, and forecasting goals.Introduced training programs that enhanced employee performance and helped build a motivated workforce.Created incentive programs to inspire team to surpass goals set by company.Achieved an average of 125% of goal every month as Assistant Director. Exceeded all sales targets despite economy shifting downwards and Great Expectations being the most expensive service in New England.

Served as Teacher for classroom of up to 25 3-5 year old preschoolers. Selected Contributions:Planned preschool curriculum for all topics in classroom on weekly basis with co-teacher. Developed creative learning and development programs for children aged six weeks to six years.Worked closely with director of school and all parents to make sure there was an excellent parent-teacher relationship.

Education record

High School Diploma

In Progress, Business Studies And Organizational Leadership