Sarah Walker
Campbell River,BC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Business Consultant
EduCanin Eliza Godin
01.2021 - 06.2023
- Provide rapid-bespoke dashboard as needed in business growth and development meetings; Operate as a sounding board, make recommendations and support active problem solving; Interpret data and highlight areas of excellence, growth and problems; Provide guidance and alternatives;
- Increased client satisfaction by implementing tailored solutions for their unique business needs.
Director of Operations
Midas' Colwood, Duncan, Campbell River
01.2022 - 04.2023
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Mentored and coached team members to foster productive and engaging work environment.
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
- Spearheaded change management initiatives that facilitated organizational transformations while minimizing disruption to ongoing operations resulting in a conservative 40% increase in gross revenue per facility (3).
- Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
General Manager
Midas Colwood, Victoria BC
05.2018 - 01.2022
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth of 10% while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
Manager
Gorge Vale Automotive, Victoria BC
07.2015 - 05.2018
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments resulting in a year over year increase in gross sales of approximately $300,000.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Established team priorities, maintained schedules and monitored performance.
Internal Service Advisor/Supervisor
Victoria Hyundai, Victoria BC
09.2013 - 07.2015
- Assisted in the establishment of a customer-centric culture by consistently going above and beyond to exceed expectations, resulting in high levels of client loyalty and retention.
- Assisted in training new hires, sharing knowledge of company procedures and best practices for exceptional customer service.
- Supported the development of innovative marketing strategies aimed at promoting the organization''s unique value proposition within its target market segment.
- Served as a trusted advisor to both internal team members and external clients, offering expert guidance on various aspects of vehicle care.
- Improved customer satisfaction by promptly addressing concerns and providing effective solutions.
- Facilitated ongoing communication between customers and technicians during repair process, keeping all parties informed on progress updates.
- Collaborated with sales representatives to provide seamless transition between sales process and after-sales support.
- Resolved customer complaints professionally, turning potentially negative experiences into opportunities for improvement and growth.
Manager
5252 Motorsports, Victoria BC
03.2011 - 04.2013
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Established team priorities, maintained schedules and monitored performance.
Education
Bachelor of Commerce in Entrepreneurial Management -
Royal Roads University
Victoria, BC02.2021
Skills
- Excellent communication skills
- Sales expertise
- Customer Service and Retention
- Complaint Resolution
- Attention to Detail
- Complex Problem-Solving
- Efficient multi-tasker
- Time Management
- Computer Proficiency
- Quality Assurance
Languages
English
Native or Bilingual
French
Native or Bilingual
References
Available upon request.
Timeline
Director of Operations
Midas' Colwood, Duncan, Campbell River
01.2022 - 04.2023
Business Consultant
EduCanin Eliza Godin
01.2021 - 06.2023
General Manager
Midas Colwood, Victoria BC
05.2018 - 01.2022
Manager
Gorge Vale Automotive, Victoria BC
07.2015 - 05.2018
Internal Service Advisor/Supervisor
Victoria Hyundai, Victoria BC
09.2013 - 07.2015
Manager
5252 Motorsports, Victoria BC
03.2011 - 04.2013
Bachelor of Commerce in Entrepreneurial Management -
Royal Roads University
Similar Profiles
KERRY GODINKERRY GODIN
Entrepreneur/ Self Employed at Kerry Godin Graphic Design & MarketingEntrepreneur/ Self Employed at Kerry Godin Graphic Design & Marketing
Benjamin TuracBenjamin Turac
Summer Day Camp Counselor at CEGEP Gérald-GodinSummer Day Camp Counselor at CEGEP Gérald-Godin
Maria Liberty PomperadaMaria Liberty Pomperada
Caregiver at Mme. Pauline GodinCaregiver at Mme. Pauline Godin