Sarah Muelli
Hamilton,Canada
Summary
Experienced Customer Manager offering a 10-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Vitamart.ca
05.2015 - Current
- Enhanced customer satisfaction by implementing a streamlined feedback system
- Increased employee retention through effective training and mentorship programs
- Provides first-class training to all team members creating a culture of excellence
- Uses innovative thinking and available tools to elevate speed and efficiency
- Collects customer feedback and analyzes it to identify which areas we excel in and which we need to improve
- Reduced response time to customer inquiries by optimizing support channels
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business
- Created a comprehensive onboarding program to expedite new hire integration into the company culture and processes
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships
- Introduced self-service options for common queries, freeing up staff to focus on more complex cases and proactive efforts
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels
- Spearheaded the implementation of a CRM (Gorgias & Zendesk) which identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries
- Partnered with business leaders to deliver services that support company objectives and are consistent with core values
- Created and managed social media campaigns to increase brand engagement
- Conducted market research to identify new opportunities and target markets
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral
- Launched successful digital marketing campaigns that achieved goals for increased website traffic
- Captured new customers by optimizing business strategies and launching products to diversify offerings
- Collaborated with the Marketing team to optimize email campaigns to increase open and click-through rates and sales
Social Media & Content Manager
Vitamart.ca
05.2017 - 01.2023
- Increased brand awareness by developing and implementing effective social media strategies
- Boosted engagement rates with the creation of compelling and visually appealing content that educated customers and guided them to better health
- Developed a social media strategy to increase the following of the company's social media platforms to drive traffic to the website
- Managed multiple social media platforms, ensuring a consistent brand voice and message
- Analyzed performance metrics to identify areas for improvement and optimize social media campaigns
- Monitored social media trends and emerging platforms, adopting new strategies and innovative ideas to stay ahead of the competition
- Provided exceptional customer service through timely and thoughtful responses to user comments and messages
- Coordinated influencer partnerships, leveraging their reach to expand brand visibility
- Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience
- Streamlined content creation processes, improving efficiency while maintaining quality standards.
- Conducted regular competitor analyses, identifying opportunities to differentiate from other brands in the industry.
- Optimized posting schedules based on platform-specific analytics to maximize content visibility.
- Facilitated live events such as Q&A sessions or product launches on various social platforms engaging audiences directly.
- Utilized user-generated content effectively showcasing positive customer experiences and enhancing credibility
- Developed marketing content such as blogs, promotional materials, and advertisements for social media
- Managed relationships with third-party vendors and suppliers to establish timely delivery of services
- Hired and managed freelance content creators, editors and influencers ensuring assets were delivered on time and met brand expectations
- Wrote and edited SEO-optimized blog posts with accompanying infographics
Social Media Manager & Editor
Adamo Nest Magazine
01.2022 - Current
- Enhanced content quality by meticulously proofreading and editing various articles and documents
- Curated a social media calendar each month that matches the client's needs
- Create captivating posts for Instagram and Facebook using graphic design skills to repurpose magazine content
- Increased brand awareness by developing and implementing effective social media strategies
- Streamlined the editorial process for improved efficiency and faster turnaround times
- Collaborated with writers to refine their work, resulting in clearer communication of ideas
- Advised on implementing consistent style guidelines across all materials, establishing a strong brand identity
- Managed multiple projects simultaneously while maintaining exceptional attention to detail
- Created a more cohesive voice across all content by aligning writing styles with company tone preferences
Event Marketing Coordinator
Vitamart.ca
05.2017 - 05.2018
- Enhanced brand awareness through the coordination of promotional events and trade shows.
- Boosted event attendance by developing and implementing strategic marketing campaigns via e-mail and social media
- Found trade shows and other events around the GTA to participate in that would expose the business to our ideal target audience
- Streamlined event planning processes, resulting in improved efficiency, increased sales and cost savings
- Put together marketing strategies to ensure that appropriate products matched the audience that would be at a particular trade show
- Developed creative collateral materials for each event, ensuring consistent branding across all channels
- Leveraged social media platforms to promote upcoming events and drive audience engagement
- Delivered exceptional customer service during live events, addressing inquiries promptly while maintaining a positive attitude and high energy
- Worked with vendors to coordinate support for trade shows in the form of complementary products and exclusive deals
- Hired and managed a trade show staff for each show
- Executed efficient set up and tear down for each event
Lead Expediter
lululemon
06.2014 - 04.2015
- Enhanced operational efficiency by streamlining the material expediting process and implementing new receiving strategies
- Increased accuracy of inventory records by conducting thorough audits and correcting discrepancies in a timely manner
- Supported successful project completion by ensuring all required materials were available as per schedule requirements
- Managed the markdown strategy with slow-moving products
- Created, trained and managed a team of people, delegating tasks and developing strategies to ensure maximum productivity
- Served as the 'Product Guru,' responsible for understanding the intricacies of each new products fabrics, fit, function, and purpose and educated the team on all new items weekly
Personal Trainer
Womens Fitness Clubs of Canada
08.2013 - 07.2014
- Guided new members by giving complementary machine orientations to make sure members could safely and effectively operate machines in the gym
- Maintained accurate notes on each client regarding their goals, programs and progress
- Motivated clients to stay on track with fitness goals with a positive and friendly approach
Master Personal Trainer
LA Fitness
05.2011 - 07.2013
- Designed and implemented personalized fitness programs based on clients' goals and health considerations
- Conduct comprehensive fitness assessments, analyzing results to create effective training plans
- Provided unparalleled client services to consistently achieve and uphold outstanding levels of client satisfaction
- Managed continuing education courses for a team of trainers and facilitated knowledge-sharing through lunch and learn sessions with junior-level personal trainers
- Demonstrated outstanding dependability and punctuality for each and every client
- Worked with clients with diverse needs, including Parkinson's, M.S., Muscular Dystrophy, Hip and Knee Replacement, recovering cancer patients, and older adults, considering their abilities and disabilities and cultivating an inclusive environment
Education
Fitness and Health Promotion - Fitness
Humber College
05.2011
Ontario Scholar -
White Oaks Secondary School
01.2008
Skills
- Effective Organization
- Customer Acquisition
- Effective communication
- Team leadership
- Quality Assurance
- Talent Development
- Conflict Resolution
- SEO Optimization
- Time Management
- Project Management
- Client Coaching
- Motivational Coaching
- Performance Monitoring
- Training and Mentoring
- Business Administration
Certification
- Personal Training Specialist (ISSA 2023)
- Corrective Exercise Specialist (ISSA 2023)
- Nutritionist (ISSA 2023)
- Exercise Recover Specialist (ISSA 2023)
- Health Coach (ISSA 2023)
- Strength & Conditioning Coach (ISSA- Ongoing)
- Exercise Therapist (ISSA-Ongoing)
Languages
English
Native or Bilingual
Timeline
Social Media Manager & Editor
Adamo Nest Magazine
01.2022 - Current
Social Media & Content Manager
Vitamart.ca
05.2017 - 01.2023
Event Marketing Coordinator
Vitamart.ca
05.2017 - 05.2018
Customer Experience Manager
Vitamart.ca
05.2015 - Current
Lead Expediter
lululemon
06.2014 - 04.2015
Personal Trainer
Womens Fitness Clubs of Canada
08.2013 - 07.2014
Master Personal Trainer
LA Fitness
05.2011 - 07.2013
Fitness and Health Promotion - Fitness
Humber College
Ontario Scholar -
White Oaks Secondary School
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