Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sarah Maguire

Cherrybrook,NSW

Summary

Dynamic and results driven Customer Care Manager with over 20yrs experience in Customer service. Skilled in implementing effective strategies, fostering team collaboration, resolving complex issues and improving customer satisfaction. Proven ability to enhance customer retention and streamline processes to increase efficiency. Adept at using customer feedback to drive improvements and deliver exceptional service. Committed to ensuring a positive customer experience and contributing to organisational success.

Overview

27
27
years of professional experience

Work History

CUSTOMER CARE MANANGER

Kincare
03.2021 - Current
  • Management of up to 70 Home Care Package customers within the Paramatta, Ryde, Inner West and Northern Sydney areas
  • Created customer support strategies to increase customer retention and to meet all care needs of the customers
  • Managed customer budgets to prevent deficit while maintaining services to meet all care needs
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions decreasing risk of churn
  • Established positive relationships with clients, leading to increased customer loyalty and retention.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Completed 6 monthly assessments and reviews and created Care Plans, budgets and services for all customers
  • Managed high risk issues
  • Completed Sales calls to sign up new customers with Kincare
  • Assisted in Development and implementation policies and procedures.
  • Mentored new hires, fostering growth and professional development within the team.

CUSTOMER CARE COORDINATOR

Kincare
05.2019 - 03.2021
  • Management of up to 350 CHSP customers and services within greater Sydney regions of Inner West, Ryde, Northern Sydney and Northern Beaches
  • Took ownership of customers issues and requests to follow problems through to resolution. Communicated with customers to identify needs and expectations.
  • Coordinated with internal team members to assure all requests completed and services allocated
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Maintained and managed customer files and databases.


CALL CENTRE REPRESENTATIVE

Kncare
08.2018 - 05.2019
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

NATUROPATH MANAGER AND CASE MANAGER

The Health Shed
07.2016 - 08.2018
  • Leading team of nutritionists and pharmacy staff
  • Case Manager of an average of 15 new and repeat clients through sit down consults, devising care plans for healthy solutions
  • Management of stock including stock control, stock inventory, stock rotation
  • Data entry, excel, basic word processing.
  • Increased patient compliance with treatment plans by providing ongoing support, resources, and education.
  • Educated patients on natural health strategies for disease prevention and management through workshops and seminars.
  • Diagnosed and treated acute and chronic conditions using evidence-based naturopathic therapies and interventions.

CONSULTING NATUROPATH CASE MANAGER AND SALES

Go Vita
07.2013 - 07.2016
  • Case Management of numerous customers with a variety of health issues
  • Customer service: maintaining customer loyalty while building customer base and satisfaction
  • Daily running of the store in the absence of the owner
  • Training of staff on common health issues and solutions
  • Ordering of stock, including foods, over the counter supplements and practitioner only supplements
  • Sale of both professional and over the counter supplement ranges, and all Health foods and other health product
  • Cashiering including returns, exchanges and refunds and cash out at end of day
  • Creating displays and marketing of products
  • Management of stock including stock control, stock inventory, stock rotation
  • Data entry, excel, basic word processing.

CONSULTING NATUROPATH AND SALES

Discount Vitamins
11.2008 - 06.2013
  • Case Management of numerous customers with a variety of health issues including Naturopath consults; brief consults on the shop floor to full consults in the consult room
  • Customer service: maintaining and growing customer base and satisfaction
  • Dispensing of herbs
  • Training of staff on common health issues and solutions
  • Ordering of practitioner and general stock, maintaining stock levels and control
  • Sale of both professional and over the counter supplement ranges, and all Health foods and other health product
  • Cashiering including returns, exchanges and refunds
  • Creating displays and marketing of products
  • Management of stock including stock control, stock inventory, stock rotation.

CONSULTING NATUROPATH AND SALES

Health Zone
02.2004 - 11.2008
  • Naturopath consults, including brief consults on the shop floor to full consults in the consult room
  • Customer service
  • Supervisor and Acting manager
  • Dispensing of herbs
  • Training of staff on common health issues and solutions
  • Ordering of practitioner and general Sale of both professional and over the counter supplement ranges, all Health foods and other health product
  • Cashiering including returns, exchanges, refunds, closing and updating computer information
  • Implementing many aspects of new computer ordering and stocktaking
  • Creating displays and marketing of products.

NATUROPATH AND SALES

Bayside Natural Health Centre
10.1999 - 09.2003
  • Retail sales of practitioner and over the counter health products
  • Naturopathic advice on a range of health issues
  • Creating and maintaining a loyal customer base
  • Ordering of stock, stock control.

RESTAURANT MANAGER

Ritz Carlton Double Bay
10.1998 - 11.1999
  • Daily running of 50 seat restaurant, including breakfast, lunch and dinner, from buffet to fine dining
  • Training and rostering of 10 staff
  • Cashiering
  • Menu design
  • Monthly budgeting.

BAR SUPERVISOR/ CASHIER

The Sheraton on the Park
02.1997 - 10.1998
  • Daily running of bar in 100 seat restaurant
  • Hosting restaurant during meal periods
  • Arranging stock and par levels of all beverages
  • Running of restaurant in absence of restaurant manager
  • All cashiering
  • Taking bookings and arranging seating
  • Looking after all other receptionist duties in the restaurant.

Education

Diploma in Dementia Care -

University of Tasmania
01.2016

Diploma of Botanical Medicine -

Australasian College of Natural Therapies
01.2003

Diploma of Remedial Massage -

Australasian College of Natural Therapies
01.2003

Diploma of Nutrition -

Australasian College of Natural Therapies
01.1999

Certificate of Iridology -

Australasian College of Natural Therapies
01.1998

Post Graduate Human Recourses Mgt. -

Charles Sturt University
01.1995

Bachelor Degree majoring in Psychology -

Macquarie University
01.1992

HSC -

Ascham school
01.1988

Skills

  • Customer Relations
  • Training and mentoring
  • Team Management
  • Delegation and Supervision
  • Staff Mentoring
  • Teamwork and Collaboration
  • Customer Service
  • Problem Resolution
  • Work Planning and Prioritization

References

Will be provided upon Request

Timeline

CUSTOMER CARE MANANGER

Kincare
03.2021 - Current

CUSTOMER CARE COORDINATOR

Kincare
05.2019 - 03.2021

CALL CENTRE REPRESENTATIVE

Kncare
08.2018 - 05.2019

NATUROPATH MANAGER AND CASE MANAGER

The Health Shed
07.2016 - 08.2018

CONSULTING NATUROPATH CASE MANAGER AND SALES

Go Vita
07.2013 - 07.2016

CONSULTING NATUROPATH AND SALES

Discount Vitamins
11.2008 - 06.2013

CONSULTING NATUROPATH AND SALES

Health Zone
02.2004 - 11.2008

NATUROPATH AND SALES

Bayside Natural Health Centre
10.1999 - 09.2003

RESTAURANT MANAGER

Ritz Carlton Double Bay
10.1998 - 11.1999

BAR SUPERVISOR/ CASHIER

The Sheraton on the Park
02.1997 - 10.1998

Diploma in Dementia Care -

University of Tasmania

Diploma of Botanical Medicine -

Australasian College of Natural Therapies

Diploma of Remedial Massage -

Australasian College of Natural Therapies

Diploma of Nutrition -

Australasian College of Natural Therapies

Certificate of Iridology -

Australasian College of Natural Therapies

Post Graduate Human Recourses Mgt. -

Charles Sturt University

Bachelor Degree majoring in Psychology -

Macquarie University

HSC -

Ascham school

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