Sara Kwan Email & Phone Number

Newark, California

Manage a team of 40+ associates, including storefront, bread department, and cake department.Maintain low turnover rate with a focus on retentionEmphasis on creating an environment with open communication, positivity, and genuinity that fosters teamwork and boosts team moraleTrainingResponsible for training and overseeing training new employees, including.

Oakland, CA

• Responsible for adhoc projects to drive user and team engagement.
• Proactively identify content gaps, creating excellent content for the ASKfm self-help site.
• Lead Social Support, creating the guidelines and providing training and guidance to other team members.
• Provide backup support to the CS team, responding to user requests during periods of high volume, team holidays/absence and in US hours where volumes require.
• Assist with documentation of existing and new processes.
• Provide QA support to the CS team.

Oakland, CA

Managed large-scaled projects, aligned with department and company values, to create new criteria, processes, and policies connecting and retaining usersManaged and created help content (FAQs, site instructions, basic site info, etc.) and stock responses to ensure quality and consistencyProvided individual and group coaching for struggling agents.

Served as a mentor and liaison to support agents Led new-hire trainingManaged moderation of user community and enforced community rulesIdentified trends among agents (efficiency and quality) and customers (product feedback) that needed to be addressedProvided input and assisted in launch of QA Program

Bachelor'S Degree, Journalism, Sociology

Activities and Societies: Staff writer for Xpress, student newspaper

Education record