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 managers for other locations.Created training program with specific, step-by-step goals to boost success Data AnalysisAnalysis of daily, weekly, monthly, and yearly current sales in comparison with previous sales numbers to come up with accurate forecasting in preparation for upcoming days of operationAnalysis of daily, weekly, and monthly costs, including labor and materials

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.• Review ITR log daily, creating and delivering reports as necessary; including reporting of CSAM to responsible entities.• Investigating and following up on primary (and associated) accounts as they are uncovered for reportable behavior (i.e. CSAM)• Assist on creation/distribution of metrics and training materials – working with CS teams on improvements for handling of LE related matters• Provide coverage for other Law Enforcement activities as required

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, increasing department performance average from 75% to 93%Provided timely feedback for agents upon request in email, chat, and phone supportProvided Soft Skills Training for current and new agentsDeveloped and delivered group training classes for all leads and agentsHosted monthly calibration meetings with management and vendor trainers to ensure alignment of procedures and quality between vendor and in-house teamsProvided feedback and training to raise vendor quality while also maintaining SLAsDeveloped and managed vendor training in email and chat support

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