Sarah Holmes
Croydon,New South Wales
Summary
Successful at keeping customers happy and working with cross-functional teams to manage the entire sales process. Collaborative and hardworking with an expertise in Retail and Customer Service. Organised and dependable candidate successful at leading teams with dedication to partnering with coworkers to promote an engaged and empowered work culture, all the while managing multiple priorities with a positive attitude.
Overview
11
11
years of professional experience
Work History
Senior Customer Engagement Manager
Bras n Things
02.2019 - 07.2023
- Oversee customer service experience, complaint resolution and product feedback for all 220 Bras n things stores across Australia, New Zealand, US and South Africa and online store.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Hire, manage and mentor customer service team in Australia and our offshore Philippines team
- Report on trends positively and negatively impacting our customers, customer service operations and team performance.
- Report and work with our IT department for online and in store technical support
- Implement strategies and practices to maximise and improve overall customer experience
- Coach, develop and mentor team to achieve KPI and NPS/CSAT goals.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Collaborated with sales, product, marketing, warehouse teams to manage seamless customer experiences with product, delivery and marketing campaigns
Customer Care Manager
Esther & Co
05.2015 - 01.2019
- Manage all customer service touchpoints, and mentor and lead Customer Service team
- Handle complaints with appropriate solutions and alternatives within satisfactory timeframes and followed up to achieve resolution.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Manage and process all employees payroll and Annual Leave in Xero
- Assign and monitor clerical, administrative and secretarial responsibilities and tasks among office staff
- Monitor and maintain office supplies inventory
- Liaise with interdepartmental teams, 3PL warehouse, marketplace brands on inventory, sales and orders
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Manage social media customer interaction across all social media channels
- Improve processes across Customer service to ensure happier customer and smarter practices
- Collaborate with our external IT and HR teams
Customer Service Manager
Infinite Retail
12.2012 - 05.2015
- Lead and managed team to successfully provide best in class customer service for all 43 online stores across email, live chat, inbound calls.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Evaluated employee job performance and motivated staff to improve productivity.
- Co-ordinate and resolve all escalated customer concerns and complaints
- Maximize positive brand perception by providing a premium customer experience
- Manage, lead and mentor the customer service team of in Australia and our offshore team,
- Provide general office administration for all internal departments
- Collaborate with international and interstate clients, offices and warehouses
- Work with management on customer service initiatives and improving processes
- Provide additional support across business pillars including warehouse, logistics and office staff
Education
High School Diploma -
Presbyterian Ladies College
Croydon, NSW2007
Skills
- Customer Service
- Rapport and relationship building
- Customer Engagement Strategies
- Process improvements
- Training, coaching and mentoring
- Problem-solving
- Technologically savvy
- Organised
- Time Management
- Interdepartmental Collaboration
- Customer Complaint Resolution
- User Experience
Timeline
Senior Customer Engagement Manager
Bras n Things
02.2019 - 07.2023
Customer Care Manager
Esther & Co
05.2015 - 01.2019
Customer Service Manager
Infinite Retail
12.2012 - 05.2015
High School Diploma -
Presbyterian Ladies College
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