Summary
Overview
Work history
Education
Skills
Timeline
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Sarah Topping

Manchester,CHW

Summary

Accomplished client relations specialist with a strong focus on customer experience strategy development and relationship management. Demonstrates exceptional interpersonal communication and tactful diplomacy, effectively utilising feedback to enhance customer service and resolve complaints. Skilled in decision making under pressure, employee management, and training and development, with a proven track record in performance management and brand advocacy. Committed to analysing customer needs to drive satisfaction and loyalty while adeptly managing multiple tasks.


Diligent Customer Experience Manager, successfully satisfying customers with creative and knowledgeable solutions. Motivating teams of customer service professionals to improve customer ratings, reduce complaints and increase business.


Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.

Overview

18
18
years of professional experience
6
6
years of post-secondary education

Work history

Customer experience manager

Conferma
Manchester
01.2025 - 07.2025
  • Developed standard operating procedures to streamline customer service operations.
  • Fostered culture of excellence in customer relations within the organisation.
  • Boosted employee morale with motivational team building activities.
  • Liaised closely with sales teams to understand and meet customers' needs effectively.
  • Monitored and analysed customer feedback, making necessary operational changes.
  • Reduced resolution time with effective complaint handling strategies.
  • Investigated complex issues comprehensively, resolving them quickly and efficiently.
  • Enhanced team performance for better customer experience through regular training sessions.
  • Coordinated between departments to ensure smooth customer interactions.
  • Conducted regular staff trainings, enhancing their problem-solving abilities.
  • Drove improvements in product knowledge across the team, improving sales performances.
  • Strengthened relationships with key clients, ensuring repeat business and referrals.
  • Led cross-functional teams to deliver top-notch customer service experiences.
  • Managed difficult situations, ensuring customer retention and loyalty.
  • Identified individual staff development needs and arranged appropriate training.
  • Handled complaints, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
  • Liaised between customers and internal departments to address and resolve customer service concerns.
  • Developed new employees and on-going performance assessments to maintain high-quality customer service.
  • Managed workflow to continuously exceed quality service goals.
  • Coordinated department schedules to maximise coverage during peak hours.
  • Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
  • Engaged with external stakeholders to facilitate development and delivery of key customer initiatives.
  • Established performance and service goals, holding associates accountable for individual performance.
  • Led and supported customer support staff to achieve objectives.
  • Devised and published metrics to measure organisation's success in delivering world class customer service.
  • Managed team of 20 staff, driving performance with motivational strategies to exceed company targets and SLAs

Technical service desk manager

Conferma
Manchester
06.2015 - 01.2025
  • Fostered a learning culture in the department by organising training sessions on new technology trends.
  • Implemented new ticketing system to streamline end-user requests and enhance productivity.
  • Monitored network performance regularly to prevent major system failures.
  • Instituted standard operating procedures for service desk functioning.
  • Improved service desk efficiency by implementing ITIL best practices.
  • Promoted knowledge sharing culture in the team, leading to improved performance levels.
  • Liaised between customers and technical teams for swift issue resolution.
  • Streamlined incident management process, reducing downtime significantly.
  • Increased client satisfaction with regular feedback and complaint resolution mechanisms.
  • Developed technical manuals for staff training, enhancing their problem-solving skills.
  • Provided first-line support for network issues, enabling continuous business operations.
  • Coordinated with other IT teams for complex issue resolution, improving overall efficiency.
  • Led weekly meetings, fostering effective communication within the team.
  • Managed team of technicians to ensure timely resolution of customer queries.
  • Prioritised service desk tickets based on urgency, resulting in improved customer satisfaction rates.
  • Built and maintained customer trust by maintaining ongoing communications until resolution.
  • Achieved target ticket response and resolution times through focused planning and prioritisation.
  • Maintained quality control by defining and documenting operating procedures.
  • Understood and analysed operational requirements to produce suitable recommendations for clients.
  • Guaranteed client satisfaction, consulting with QA to verify company standards were met.
  • Boosted team morale and productivity through motivational leadership style.

Corporate travel agent

Capita Travel and Events
Manchester
05.2007 - 05.2015
  • Improved efficiency with meticulous attention to detail in booking itineraries.
  • Organised all facets of employee travel including transportation and accommodation needs.
  • Provided round-the-clock support for travellers, ensuring peace of mind during their trips.
  • Resolved disputes swiftly with suppliers, keeping customer inconvenience at a minimum.
  • Handled large volume bookings efficiently under pressure, maintaining a high level of accuracy.
  • Delivered personalised service to high-profile clients, enhancing their overall travel experience.
  • Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
  • Conducted calls professionally and politely to maintain excellent service standards.
  • Informed clients about cancellation policy and associated penalties.
  • Used destination knowledge to enhance customer trips with local recommendations.
  • Accommodated client requests for customisations or modifications as best as possible.
  • Determined exact customer requirements and recommended destinations to suit.

Education

GCSEs -

St Paul's Catholic High School
Manchester
09.1982 - 07.1988

Skills

  • Customer experience strategy development
  • Decision making under pressure
  • Tactful diplomacy
  • Feedback utilisation
  • Customer relations
  • Customer Service
  • Relationship Management
  • Employee management
  • Training and Development
  • Performance Management
  • Customer needs analysis
  • Complaint resolution
  • Client relations specialist
  • Exceptional interpersonal communication
  • Brand advocacy
  • Skilled multitasker

Timeline

Customer experience manager

Conferma
01.2025 - 07.2025

Technical service desk manager

Conferma
06.2015 - 01.2025

Corporate travel agent

Capita Travel and Events
05.2007 - 05.2015

GCSEs -

St Paul's Catholic High School
09.1982 - 07.1988

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Sarah Topping