Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Sarah Keenan

Elsternwick,VIC

Summary

Dedicated Customer Service Team leader at lululemon, adept in strategic planning and implementation, and fostering team growth. Excelled in enhancing customer satisfaction and retention through innovative service initiatives. Skilled in data analysis, CRM technologies, and conflict resolution, driving significant improvements in team performance and operational efficiency.

Overview

10
10
years of professional experience

Work History

Customer Service Team Lead

Lululemon
06.2021 - Current
  • Leading CS team, overseeing day-to-day Ops and ensuring delivery of exceptional service to customers.
  • Developed and implemented strategies to optimize team performance, including coaching, training, and performance management initiatives.
  • Fostered a culture of collaboration, accountability, and continuous improvement within the team and external partners.
  • Analyzed CS metrics to identify areas for improvement and drive strategic decision-making.
  • Acted as a liaison between staff and upper management, communicating feedback and insights to drive organizational change.
  • Implemented customer-centric initiatives to enhance overall satisfaction and retention rates.
  • Conduct regular team meetings & 1:1s to track progress and provide & receive feedback.

Key Leader, Chapel St

Lululemon
11.2017 - 06.2021
  • Evaluated staff performance, provided coaching and training where needed, organised rostering.
  • Store Ops lead. Enrolling the team in new systems, optimized back room management, effectively troubleshooting and solving store issues.
  • Connecting and creating lasting relationships within our store and throughout our community.
  • Enhanced team efficiency by implementing streamlined processes and providing ongoing support.
  • Mentored junior team members, fostering professional growth and skill development.

Administration Assistant

SkinDepth Dermatology
12.2016 - 10.2017
  • Managed CS and admin functions including: scheduling appointments, updating calendars, preparing documents for management, cash handling and coordinating deliveries.
  • Prepped work schedules weekly for operations employees, Maintaining employee and department calendars.
  • Assisted development and implementation of new administrative procedures, trained admin staff.
  • Accountable for creating a safe and comfortable environment for new and existing patients via email, phone and in person when entering the practice.
  • Composed inter-office correspondence and provided product and service information to customers.

Retreat Operations, Raw Food Chef

Azadi Retreat Centre & Radiantly Alive Studio
01.2015 - 01.2017
  • Managed time efficiently in order to create a successful, seamless retreat experience.
  • Over saw administrative tasks, working in a fast-paced environment with strict deadlines and budgets.
  • Acted as a team leader in group settings, delegating tasks and providing feedback.
  • Strengthened communication skills through regular interactions with others.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Certified Yoga Teacher

Self-employeed
05.2016 - Current

Education

Team Management , Retail Ops -

Online Study
11.2022

YTT - Yoga Teacher

Radiantly Alive, The Practice
Multiple Locations
04.2016

Bachelor of Arts - Communications, Management

Victoria University
Wellington
02.2012

Skills

  • Leadership and team management
  • Performance management
  • change & crisis management
  • Strategic planning and implementation
  • Problem-solving and conflict resolution
  • Data analysis and reporting
  • CRM systems and CS technologies

Additional Information

Linda Weatherlake

Marketing Manager, Kyha Studios

0420 330 050

linda.weatherlake@gmail.com

*Personal reference, previous work colleague


Aixa Gomis

Team Lead, lululemon

0412 780 582

agomis@lululemon.com

Current work colleague

Timeline

Customer Service Team Lead

Lululemon
06.2021 - Current

Key Leader, Chapel St

Lululemon
11.2017 - 06.2021

Administration Assistant

SkinDepth Dermatology
12.2016 - 10.2017

Certified Yoga Teacher

Self-employeed
05.2016 - Current

Retreat Operations, Raw Food Chef

Azadi Retreat Centre & Radiantly Alive Studio
01.2015 - 01.2017

Team Management , Retail Ops -

Online Study

YTT - Yoga Teacher

Radiantly Alive, The Practice

Bachelor of Arts - Communications, Management

Victoria University

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Sarah Keenan