Summary
Overview
Work History
Education
Skills
Timeline
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Sarab Rana

Summary

Dynamic and results-driven Customer Experience Manager with over 15 years of experience in leading customer-centric initiatives, driving sales growth, and enhancing overall client satisfaction. Adept at developing and implementing strategies to improve the customer journey, leveraging strong interpersonal, consultative selling, and cross-functional leadership skills. Proven track record in training teams, managing key performance indicators (KPIs), and utilizing competitive analysis to boost market presence. Recognized for excellent communication, negotiation, and problem-solving abilities, with a passion for delivering exceptional customer experiences and fostering long-term relationships.



Overview

12
12
years of professional experience

Work History

Manager, Customer Experience

De'Longhi
01.2023 - Current
  • Lead a team of 5+ customer specialists improving overall service delivery by 25%, resulting in a 15% increase in customer satisfaction scores YOY
  • Consistently met and exceeded sales targets by delivering impactful product training, enhancing team knowledge, and improving sales effectiveness
  • Successfully resolved complex client issues, contributing to a 20% reduction in escalations and boosting overall customer loyalty
  • Develop and executed training programs for service teams through 360 Learning, enhancing product knowledge and communication skills, leading to a 30% improvement in first-call resolution rates
  • Analyze performance metrics and KPIs to identify operational inefficiencies, which led to a 15% improvement in team productivity
  • Foster collaborative relationships across departments, enhancing cross-functional communication and improving service handoff efficiency by 20%

Employer Relations Specialist

Employment Ontario
01.2018 - 01.2022
  • Established strategic partnerships with local employers, leading to a 30% increase in job opportunities for clients across various sectors
  • Developed and delivered client and employer training programs, ensuring practical application and improving training effectiveness by 20%
  • Improved job placement and retention rates by accurately matching employer needs with qualified candidates, increasing successful placements by 25%
  • Assisted clients in developing personalized action plans and overcoming employment barriers, achieving an 80% success rate in meeting employment objectives

Manager, National Sales Training

Nespresso
01.2017 - 01.2021
  • Spearheaded recruitment and onboarding process for new training team hires
  • Coached and mentored team members, utilizing KPI reviews and 'Secret Shopper' visits to evaluate performance and drive a 20% increase in sales effectiveness and customer satisfaction
  • Tailored training programs to meet the diverse needs and experience levels of team members, resulting in a 15% improvement in overall team performance
  • Managed and communicated weekly sales goals to the field service team, leading to a 25% increase in goal achievement and consistently surpassing sales targets

Director, Sales & Customer Service

Hockley Valley Resort
01.2013 - 01.2014
  • Developed and implemented an annual sales budget of $5.5 million resort-wide, successfully aligning financial planning with strategic sales goals and optimizing resource allocation
  • Coached and managed a team of sales managers, utilizing active listening and mock meetings to drive a 25% increase in individual sales goal achievement and enhance overall team performance
  • Hired, trained, and mentored a team of 7 customer service representatives, ensuring exceptional service delivery and adherence to the resort's slogan, 'It's how we make you feel,' resulting in a 20% improvement in customer satisfaction ratings
  • Increased client base and exceeded sales quota by 30% through targeted outreach to new market segments, significantly expanding the resort's market presence


Education

Career Development Practitioner - Career And Technical Education

Connestoga College
05-2018

Skills

  • Sales expertise & strategy formulation
  • Public speaking skills development
  • Staff skill enhancement
  • Elevating client interactions
  • Candidate selection
  • Customer journey strategy
  • Workforce training design
  • Sales metrics evaluation
  • Hiring and retention
  • Customer service improvement
  • Cultivating connections

Timeline

Manager, Customer Experience

De'Longhi
01.2023 - Current

Employer Relations Specialist

Employment Ontario
01.2018 - 01.2022

Manager, National Sales Training

Nespresso
01.2017 - 01.2021

Director, Sales & Customer Service

Hockley Valley Resort
01.2013 - 01.2014

Career Development Practitioner - Career And Technical Education

Connestoga College

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Sarab Rana