Sarah Brooke
Summary
Strategic and analytical professional with a strong background in CRM system development, sales operations, customer service, and business process improvement. Proven ability to collaborate cross-functionally in developing CRM enhancements, optimizing business processes, and aligning system capabilities with business goals. Experience driving efficiencies through Salesforce development and training, and leveraging data to support strategic decision-making and customer experience initiatives.
Overview
19
19
years of professional experience
Work History
Inside Sales Manager
Shimano Canada Ltd.
08.2022 - Current
- Order & Forecast Management: Support monthly Brand Forecast for National Sales Manager, ensuring alignment with sales goals. EDI order management, pricing updates, and account reconciliation across MASS and SSR channels.
- CRM Development & Testing: Salesforce Service Cloud Voice case flow development and testing, ensuring streamlined processes and accurate implementation.
- Process Alignment: Delivered Salesforce Service Cloud Voice training across departments, enabling successful adoption.
- Customer Relationship Management: Strengthened relationships through proactive issue resolution and consistent communication with clients and stakeholders.
Fish Customer Service Representative / Lead / Supervisor
Shimano Canada Ltd.
09.2007 - 08.2022
- CRM Metrics & Reporting: Developed KPIs and reporting tools to monitor customer service performance, enabling data-backed improvements.
- CRM Development & Testing: Salesforce case flow development and testing, ensured streamlined processes for both warranty and customer service initiatives.
- Operational Oversight: Supervised and scheduled Warranty Centre and Account Executive staff, aligning departmental performance with organizational goals.
- Customer Service & Support: Served as a key liaison to both internal teams and external customers, ensuring timely order placement, revisions, and updates. Managed returns, warranty claims, product and pricing inquiries, and B2B account setups.
Receptionist
Shimano Canada Ltd.
06.2006 - 09.2007
- Clerical & Administrative Support: Efficiently handled phone calls, performed filing, processed bills, prepared outgoing mail, and ordered office supplies. Provided support to staff in all departments.
Education
B.Soc.Sc. Honours - Criminology
University of Ottawa
Ottawa, ON01-2005
Skills
- Tools & Systems: Salesforce, JDE AS400, Five9, SPS platforms
- Strategic Thinking: Cross-functional collaboration, operational efficiency, process improvement, and adaptability
- Leadership & Coaching: Team development, mentoring, performance evaluations
- Customer Service Excellence: Claims reconciliation, customer relationship management, communication
- Sales Expertise: MASS Channel (CTC) Sales forecasting, EDI order management
- Languages: English and French
Accomplishments
· In collaboration with IT and digital teams, played a key role in the development and testing of Salesforce case flows for warranty and service-related initiatives, to improve overall customer service workflows.
· Delivered cross-departmental Salesforce training to Fish & Bike Customer Service and AR Teams, enabling effective adoption of new Salesforce features and driving operational efficiencies.
Timeline
Inside Sales Manager
Shimano Canada Ltd.
08.2022 - Current
Fish Customer Service Representative / Lead / Supervisor
Shimano Canada Ltd.
09.2007 - 08.2022
Receptionist
Shimano Canada Ltd.
06.2006 - 09.2007
B.Soc.Sc. Honours - Criminology
University of Ottawa
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