Sarah Ward
Huddersfield
Summary
Natural leader with superb analytical problem-solving skills accustomed to working in a fast-paced environment.
Record of consistent performance and meeting organisational objectives.
Proficient in using independent decision-making and sound judgment to positively impact company success and resolve emerging problems with accuracy and efficiency.
Dedicated to applying training, monitoring and morale-building to enhance employee engagement and boost performance.
Competency in defusing high-pressure situations proactively and improving customer service processes - in turn gaining positive customer feedback (refer to current employer Google reviews).
Excellent interpersonal skills with documented strengths in building and maintaining relationships with a diverse range of clients and co-workers.
Motivated and proactive with a vast knowledge of customer service techniques and best practices with the ability to leverage said skills.
Currently seeking an opportunity to start a new career for a business who are keen to support professional development and expand unique skill set.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work history
Customer Care Team Manager
Yorkshire Payments Ltd
Brighouse
10.2019 - Current
- Reviewed processes and practices regularly to achieve business goals.
- Delivered feedback constructively to enhance staff performance.
- Recognised issues and implemented corrective actions for continual improvement.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Improved customer service experiences to facilitate organic growth and loyalty.
- Sought customer feedback and applied data to inform service-level improvements.
- Recruited customer service team members and mentored in company policies and best practices.
- Reviewed customer agreements to verify current and correct data and supporting documentation.
- Took ownership of escalated customer complaints/disputes and followed through to resolution.
- Arrange payment plans for merchants during lock-downs and contacted merchants for debt owed following cancelled direct debits.
Customer Care Account Manager
Yorkshire Payments Ltd
Brighouse
06.2018 - 10.2019
- First point of contact for all incoming Merchant calls to the business which also include, live chat and additional inbox monitoring and technical support for Virtual & PDQ terminals.
- Investigated low-performing accounts and adapted strategy to support sales and retention.
- Retained existing customer accounts through consistent engagement and sales data analysis.
- Addressed problems in a proactive and knowledgeable manner to maintain and enhance client satisfaction.
- Upsold and cross-sold additional products to help boost revenue.
- Engaged customers in regular communications by acting as assigned point of contact.
- Liaised with the acquirer banks/card lease companies on a regular basis to maintain relationships & amend/obtain merchant data.
- Actioned change of legal entities/ownership & escalated cancellations.
Business Support Executive
Alcumus PSM Ltd
Huddersfield
06.2015 - 06.2018
- Provided cross-functional customer service and administrative support to HR and Health and Safety consultancy teams.
- Maintained and updated electronic databases e.g. Goldmine, Microsoft Dynamics CRM and bespoke system - HRHS Guard.
- First point of contact for the HR and H&S department, dealing with inquiries from internal and external contacts.
- Managed the office inbox while balancing a range of tasks and challenging deadlines.
- Worked as a team to support the Directors, Consultants, Managers and Clients.
- Designed and formatted documents for clients and consultants using template letters, forms and policies.
- Trained new members of staff and monitored their development.
Pricing Manager
Orchard Energy
Elland, Calderdale
10.2012 - 05.2013
- Organised the Pricing team daily by planning activities and delegating tasks with timelines to meet customer requirements.
- Chaired meetings with Senior Management to provide regular updates on team performance against agreed work plan and ensure workload was met and targets reached.
- Responsible for checking energy analysis/proposals ensuring analyses are accurate and displayed in a professional format for the energy consultancy team to use and present to clients.
- Maintained the renewals databases, re-entering contracts, obtaining new renewal dates and client archive where necessary.
- Developed and maintained supplier relationships by organising regular meetings face-to-face and over the phone.
- Trained existing staff and new starters to consistently improve performance and accuracy.
Pricing Analyst
Orchard Energy
Brighouse, Calderdale
05.2011 - 10.2012
- Created accurate and cost-effective energy prices for energy consultants in a professional analysis format to present to clients.
- Worked directly with energy suppliers to obtain energy prices.
- Created matrix prices to use when preparing price analysis.
- Liaised with clients and energy suppliers via email and telephone to arrange for rates agreed, to be locked in.
Field Sales Consultant
nPOWER
Oxford
01.2008 - 07.2008
- Mastered and employed door-to-door selling techniques to increase customer base.
- Handled large numbers of accounts within assigned territory area.
- Engaged potential clients in project discussions to increase new business.
- Adapted sales style in response to client and customer requirements.
- Identified and secured new sales opportunities to consistently achieve performance targets.
Front of House Bar Supervisor
Jongleurs
Oxford, Oxfordshire
10.2007 - 07.2008
- Closely monitored stock levels to implement necessary replenishments for smooth-running bar service.
- Ensured presentation of bar and staff met high-quality industry targets and brand value.
- Provided efficient food and drink service for high levels of customer satisfaction.
- Created a friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
- Addressed and escalated customer complaints to amplify guests' experience.
- Collected cash payments, processing and providing correct change and receipts using Point Of Sale (POS) systems.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
Education
NVQ Level 2 - Accounting
Oxford and Cherwell Valley College
Oxford 09.2006 - 06.2008
6 Junior Certification (GCSEs) - grade A-C, including Maths and English
Newtown School
Waterford, Ireland 09.2002 - 06.2006
Skills
- Strong interpersonal skills
- Engaging leadership style
- Phone etiquette
- Workflow management
- Problem-solving
- Adherence to high customer service standards
- Dispute resolution
Timeline
Customer Care Team Manager
Yorkshire Payments Ltd
10.2019 - Current
Customer Care Account Manager
Yorkshire Payments Ltd
06.2018 - 10.2019
Business Support Executive
Alcumus PSM Ltd
06.2015 - 06.2018
Pricing Manager
Orchard Energy
10.2012 - 05.2013
Pricing Analyst
Orchard Energy
05.2011 - 10.2012
Field Sales Consultant
nPOWER
01.2008 - 07.2008
Front of House Bar Supervisor
Jongleurs
10.2007 - 07.2008
NVQ Level 2 - Accounting
Oxford and Cherwell Valley College
09.2006 - 06.2008
6 Junior Certification (GCSEs) - grade A-C, including Maths and English
Newtown School
09.2002 - 06.2006
Hobbies
After working at a comedy club, I developed an appreciation for live acts and now often attend the theatre for plays and other entertainment.
I love music, food, CrossFit and I am always up for anything fitness related.
I also enjoy organising social-themed events for my family and friends.
Hobbies
After working at a comedy club, I developed an appreciation for live acts and now often attend the theatre for plays and other entertainment.
I love music, food, CrossFit and I am always up for anything fitness related.
I also enjoy organising social-themed events for my family and friends.
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