Sarah Oglesby
HICKORY
Summary
Proven leader in customer service, adept at problem resolution and data entry, significantly enhanced customer satisfaction at Sweet Relish INC. Expert in CRM and active listening, I excel in fostering customer loyalty and improving team efficiency. My approach combines empathetic customer interactions with strategic management, driving substantial improvements in service delivery and operational productivity.
Started working for Sweet Relish INC and the company was purchased by Matt Raymond @ Bowtie solutions. So was employed doing the same exact Job from April 2021 until February 2025
Matt Raymond contact Bowtie Resolutions- 570-517-9331
Anisa Moore Sweet Relish INC- 704-241-3446
Overview
13
13
years of professional experience
Work History
Coustmer Service Agent
Bowtie Solutions
06.2024 - 02.2025
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Answered incoming calls from customers interested in purchasing a new or preowned vehicle.
- Did data entry as an assistant manager in charge of other agents progress.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Investigated and resolved customer inquiries and complaints quickly.
Call Center Supervisor
Sweet Relish INC
04.2021 - 06.2024
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Created team rotations to man center effectively during peak hours.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Answer incoming calls and set appointments for customers in the Market for a newer or preowned vehicles.
- Answered incoming calls for service appointments
Assistant Manager
Firehouse Subs
03.2012 - 02.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Education
High School Diploma -
Hickory High School
Hickory, NC06-2003
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Active listening
- Customer relationship management (CRM)
- Call control
- Live chat support
- Inbound call management
- Inbound customer service
- Empathetic and genuine
Timeline
Coustmer Service Agent
Bowtie Solutions
06.2024 - 02.2025
Call Center Supervisor
Sweet Relish INC
04.2021 - 06.2024
Assistant Manager
Firehouse Subs
03.2012 - 02.2021
High School Diploma -
Hickory High School
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