Sara Gow
Halesowen,West Midlands
Summary
Driven management professional offering over 18 years of experience in various Customer Service settings. Focused and motivational mentor adept at challenging team members to meet and exceed company goals.
Highly adaptable and self-motivated leader with proven ability to manage diverse stakeholders. Offers strong analysis and innovation to identify solutions to challenging problems. Collaborative team player with excellent interpersonal, communication and conflict resolution skills. Industrious and energetic manager proven to consistently meet productivity, business and customer service objectives. Skillfully working with staff to enhance performance, boost innovation and improve processes.
Overview
10
10
years of professional experience
Work History
SLT Escalations Team Manager
DPD UK
Smethwick
08.2020 - Current
- Placing Customers at the heart of everything.
- Transforming how industry leaders address serious complaints.
- Establishing high performing teams
- Specialising in Brand Protection.
- Delivering proficient Customer support.
- Emphasis on Customer retention.
- Increased resolution SLA by 96%.
- Recognising key stakeholders within process and driving continuous improvement.
- Collaborating and leading on Projects implementing DMAIC.
- Consistently evolving processes and implementing control measures.
Complaints Handler
DPD UK
Smethwick
10.2018 - 08.2020
- Managed high-level customer complaints on behalf of CEO and Senior Management.
- De-escalated aggressive behaviour using effective conflict resolution techniques.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Identified root causes of complaints through effective questioning.
- Second in Command to Complaints Manager, mentoring peers and assisting with daily operations.
- Listened actively to offer tailored resolution and enhance retention .
- Used time-management skills to boost FCR, deliver SLA and excel KPIs.
- Developed, versatile and resilient leader.
Emergency Response Coordinator
AA
Birmingham
07.2018 - 10.2018
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Supported callers through trauma, including accidents and death.
- Exceeded service targets by 50% through swift and dynamic call handling.
- Wrote and improved call handling templates, streamlining information gathering.
- Dispatched nearest available emergency response unit to provide prompt assistance in emergencies.
Housekeeping Manager
WGC Limited
Birmingham
01.2018 - 10.2019
- Maximised efficiency by motivating Housekeeping Team, resulting in 50% more momentum.
- Coordinated cleaning teams to meet daily housekeeping demands, to 5* level.
- Escalated issues and complaints for prompt management resolution.
- Managed cleaning product stock in line with COSHH regulations.
Homebased Account Manager
PGS Services Ltd
Remote
10.2015 - 04.2017
- Increased client satisfaction, implementing strategic account plans to foster growth.
- Addressed account inquiries and provided updated data from CRM software.
- Negotiated best-possible prices for maximised profit levels.
- Maintained excellent knowledge of industry trends to remain ahead of competitors.
- Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.
- Analysed client feedback to highlight areas in need of improvement.
Payroll Clerk (fixed Term)
NGA Human Resources
Birmingham
03.2015 - 09.2015
- Updated employee pay information to reflect correct base pay and special entitlements.
- Completed accurate payroll calculations using SAGE
- Generated and distributed comprehensive payroll reports to relevant stakeholders.
- Handled challenging situations with sensitivity and understanding.
- Completed year-end payroll, producing relevant P11Ds and P60s.
- Managed employee records on database to maintain accuracy and updated information.
Account Coordinator
Industria Personnel Ltd
Birmingham
06.2014 - 01.2015
- Displayed energy and enthusiasm in fast-paced environment.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Negotiated contracts and closed deals to achieve favourable terms for corporate objectives.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Built rapport with new and existing customers to boost client retention.
- Cultivated strong rapport with clients and stakeholders to support long-lasting partnerships.
Education
Yellow Belt + - Lean Six Sigma - Operational Excellence
Enabling Maximum Potential Ltd
UK 05.2023 - 08.2023
TRIZ - Operational Excellence
Enabling Maximum Potential Ltd
UK 05.2023 - 05.2023
IOSH Professional Qualification - Managing Safely
Institution of Occupational Safety And Health
UK 06.2022 - 06.2022
Some College (No Degree) - Travel Geography And Customer Services
Performance Through People
UKGCSEs - Secondary
Hillcrest School And Sixth Form Centre
Birmingham Skills
- Strong Interpersonal skills
- Conflict Resolution expertise
- Construction of High Performing Teams
- Democratic management
- People empowerment
- Cultivating process
- Keen collaborator
- Project Management
- Quality/Compliance
- Marketing/Press advisory
- Senior Management Support
Timeline
Yellow Belt + - Lean Six Sigma - Operational Excellence
Enabling Maximum Potential Ltd
05.2023 - 08.2023
TRIZ - Operational Excellence
Enabling Maximum Potential Ltd
05.2023 - 05.2023
IOSH Professional Qualification - Managing Safely
Institution of Occupational Safety And Health
06.2022 - 06.2022
SLT Escalations Team Manager
DPD UK
08.2020 - Current
Complaints Handler
DPD UK
10.2018 - 08.2020
Emergency Response Coordinator
AA
07.2018 - 10.2018
Housekeeping Manager
WGC Limited
01.2018 - 10.2019
Homebased Account Manager
PGS Services Ltd
10.2015 - 04.2017
Payroll Clerk (fixed Term)
NGA Human Resources
03.2015 - 09.2015
Account Coordinator
Industria Personnel Ltd
06.2014 - 01.2015
Some College (No Degree) - Travel Geography And Customer Services
Performance Through People
GCSEs - Secondary
Hillcrest School And Sixth Form Centre
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