Sarah T. Email & Phone Number

Dearborn, Michigan, United States

Dearborn, Michigan

Supervise and oversee day-to-day activities for Order Entry, Clerical, and Special Services teams within Wholesale Customer Service division.• Coach, mentor, and develop team of nine direct reports (and assist with coaching and training of seasonal associates).• Support Customer Service Associates as needed to effectively respond to customer requests and issues.• Collaborate and work with internal partners to ensure needs are met across various parts of the business.• Assist Customer Service Manager with analyzing and evaluating reports.• Prepare and present progress reviews and performance appraisals to all direct associates.• Handle and document personnel, attendance, and performance-related issues.

Dearborn, Michigan

Responsible for working with Customer Service leadership to identify training needs, develop and implement training programs, and support seasonal associate onboarding.• Assisted in developing and implementing formal training programs for Customer Service organization including new hire and enhancement training programs.• Presented training material using a variety of techniques and formats such as role-playing, simulations, team exercises, group discussions, videos, and lectures.• Assisted in administration and enhancement of the Quality Monitoring methodology including forms, calibration, and feedback process.• Gathered and analyzed performance data to prepare reports for management regarding call quality, trends, problem areas, and training needs of the Wholesale Customer Service department.• Collaborated with Customer Service leadership team to ensure standardization, communication, collaboration, and consistency across the team.

Dearborn, Michigan

Responded to requests from Consumer and Wholesale Customers.• Made lateral move from Consumer to Wholesale division in August of 2017.• Responsible for assisting customers directly with investigating & resolving all of their needs while utilizing upselling and/or cross-selling techniques as needed.• Handled phone calls, e-mails, and live chat conversations accurately and efficiently.• Maintained an average score of 99% across all channels (phone, e-mail, and live chat).• Learned and utilized a wide variety of software including SAP and Salesforce.• Collaborated with internal partners as necessary (e.g., Credit Department, Order Management, Sales) to ensure customer satisfaction.

Bachelor Of Science (B.S.), Communications

High School Diploma, General Education