Sarah Wallace
YORK
Summary
Dedicated Client Care Coordinator with expertise in managing client needs, ensuring exceptional customer service, and delivering technical support. Proven ability to adapt to challenges and maintain attention to detail for optimal client satisfaction.
Overview
28
28
years of professional experience
Work History
Client Care Coordinator
Onebright Mental Health
09.2025 - Current
- Handling query’s via telephone and email from the clients and their insurers.
- Using CRM systems to processing new referrals.
- Booking clients into treatment following their clinical assessment using a live diary.
- Contacting clinicians directly by email were required in order to appropriately match the client’s specific clinical needs and appointment availability.
- Reallocating clients and processing change of modality requests.
- Dealing with gaps in treatment and managing risk cases by liaising with process leads, clinical leads and Practitioner relationship managers in order to ensure the best clinical outcome.
- Obtaining clients consent in line with the privacy policy for data security.
Customer Service and Sales Executive
Yorktest Laboratories
12.2024 - Current
- Responsible for servicing inbound phone calls and engaging with prospective and existing customers by explaining the full benefits of the YorkTest product range and services.
- Making outbound calls to existing and potential new customer with a view to promoting the brand of YorkTest Laboratories maximising brand reputation and sales revenue through effective conversations.
- Effectively handling inbound customer enquiries and pro-actively responding and provide solutions.
- Competent in handling difficult conversations while working in line with the Company Complaints procedure, recording and escalating feedback where necessary.
- Applying personality, empathy and professionalism into every call.
Customer Technical Service Advisor
Innserve
10.2011 - 11.2024
- Customer Service Centre Diagnostics Advisor working for Innserve, who are currently the largest independent provider of technical services support to the UK brewing industry.
- As a CSC Diagnostics Advisor you're the first point of contact responsible for taking inbound technical service calls from publicans, and people working in the licensed trade, who require immediate assistance with their beer and soft drinks dispense equipment.
- Duties include: advising on best practices, health & safety advice, offering telephone diagnostic advice wherever possible, identifying and posting out replacement parts in order to diagnose and resolve the issue over the telephone, and logging maintenance call outs when required.
- This role requires a high level of industry specific technical knowledge, dealing with customer queries and complaints, updating account records, liaising with other Innserve departments, breweries and wholesalers.
- The largest independent provider of technical services support to the UK brewing industry
Medical Records Clerk
Ramsay Healthcare
06.2009 - 09.2011
Member Services Advisor
Benenden Healthcare Society Ltd.
06.2004 - 04.2009
Facilities Management Administrator
FACEO F.M. UK Ltd
11.2002 - 06.2004
Billing Advisor
British Telecom
01.1998 - 11.2002
Education
GCSE - Drama, English Language, English Literature, Mathematics, Geography, Science Dual Award, French, Art
Millthorpe School
York08.1994
European Computer License - Basic concepts of IT, Using the computer and managing files, Word processing, Spreadsheets, Database, Presentation, Information and Communication
Fulford School
06.2011
Additional Information
I hold a Full clean UK Driving License.
References
Available on request.
Training
- Cellar training. Customer Service. Diagnostic training., Innserve, 2011-10-01
- Data Protection Act for Medical records. Privacy & Confidentiality., Ramsey Healthcare, 2009-07-01
- Human Rights Act. Friendly Societies Act. Equal Opportunities Act. Train the trainer., Benenden Healthcare Society Ltd., 2008-11-01
- Quality Customer Care Skills. Standard Business Salutation. Call Handling Skills. Distance Selling Directive and Anti-Competitive Behaviour. Age and Disability Discrimination Act. Winning through Compliance. Data Protection Act for Customer Services., British Telecom, 2002-01-01
Custom Section
I have excellent interpersonal skills which I have developed from working in various first points of contact environments, either through face to face or customer orientated roles where diplomacy and tact are essential at all times. These skills enable me to communicate effectively with individuals at all levels within an organisation. I am enthusiastic and flexible, with a sense of humour and a professional attitude to work. I am able to work effectively and efficiently either on my own initiative or as part of a team. I possess a logical approach to planning, organising and implementing work.
Timeline
Client Care Coordinator
Onebright Mental Health
09.2025 - Current
Customer Service and Sales Executive
Yorktest Laboratories
12.2024 - Current
Customer Technical Service Advisor
Innserve
10.2011 - 11.2024
Medical Records Clerk
Ramsay Healthcare
06.2009 - 09.2011
Member Services Advisor
Benenden Healthcare Society Ltd.
06.2004 - 04.2009
Facilities Management Administrator
FACEO F.M. UK Ltd
11.2002 - 06.2004
Billing Advisor
British Telecom
01.1998 - 11.2002
GCSE - Drama, English Language, English Literature, Mathematics, Geography, Science Dual Award, French, Art
Millthorpe School
European Computer License - Basic concepts of IT, Using the computer and managing files, Word processing, Spreadsheets, Database, Presentation, Information and Communication
Fulford School