SARAH RICHARDS

162 Middle Street, Farmington, ME 04938 ⧫ 207-701-7848⧫ siciliansarah@gmail.com

|PROFESSIONAL SUMMARY|

Proactive and meticulous individual with nearly one decade of experience in the customer service industry.
Proficiencies in sales, staff training and development, as well as de-escalating irate customers. Client-oriented
team player with expertise on creating optimal satisfaction levels while simultaneously building profits and
client generation. Collaborative with dedication to partnering with co-workers and employees to promote
engaged, empowering work culture. Results-driven, goal-oriented and looking to leverage effective
background into a future role with this company.

|SKILLS|
● Microsoft Programs (excel, word, outlook, teams)
● Slack
● Asana
● Shopify
● Payroll
● Zoom
● Customer Service
● Operations management
● Complaint resolution
● Business development
● Sales and marketing
● Staff management
● Staffing and scheduling
● Account payable and receivable
● Human Resources
● Account management
● POS systems
● Training/Mentoring
● Shipping/carrier tracking knowledge

|WORK HISTORY|

Customer Service Rep, 11/2020-Current

UMZU, - Boulder, CO (Remote)
● Place secure orders over the phone using Shopify
● Assist daily with customer requests via email and phone
● Knowledge expert in shipping department
● Directly communicate with carriers to ensure correct delivery of product and to locate, redirect and/or
reship when necessary
● File service requests and investigations to locate missing orders
 ● Led a project to collaborate with a company named Zowie to generate automatic responses regarding
shipping inquiries
● Initiated several innovative ideas to continue growing the company as sales increase

Facilitator, 09/2019-10/2020
Conduent Inc.- Florham Park, NJ (Remote)
● Used troubleshooting skills to determine necessary steps needed to resolve issue with tech devices
● Used empathizing and relating skills to build rapport with customers
● Maintained top tier stats concerning CSAT, AHT, ACW and escalation rate
● Presened key presentations using Powerpoint and Keynote to students
● Answered questions via chat to assist advisors with transitioning into a promoted position
● Worked remotely while using discretion to protect the privacy of the client

Fitness Director, 03/2018-03/2019

Anytime Fitness- South Portland, ME
● Tracked monthly sales data and made monthly future projections via Excel
● Delegated daily and weekly sales tasks to three employees to provide development opportunities and
increase total club revenue
● Planned marketing initiatives and leveraged local referral network to promote business development,
including participating in trade shows and attending seminars
● Performed payroll responsibilities by correcting any variances and submitting completed hours
● Greeted and welcomed new members, establishing and updating membership agreements
● Prepared quotes for new products and services
● Performed customer needs assessments and took feedback to make improvements throughout the club
to increase retention rates
● Onboarded and trained two new employees for Personal Training department

Club Manager, 07/2016-10/2017

Anytime Fitness- St. Cloud, FL
● Performed payroll responsibilities by correcting any variances and submitting completed hours
● Worked with the owner directly to resolve problems, improve operations and provide exceptional
customer service among all five privately owned fitness facilities
● Represented the company while serving as a board member for the St. Cloud Chamber of Commerce
● Curated unique and interactive content for social media platforms daily to increase retention rates
● Processed membership dues via ABC Financial program
● Managed five employees
● Built strong relationships with members to promote health, wellness and available services
● Performed various administrative functions, including filing paperwork, delivering mail, sorting mail,
office cleaning and bookkeeping
● Attended yearly conference to implement new procedure rollouts

Relationship Manager, 09/2014-07/2016

BarclaycardUS Bank- Wilton, ME
● Monitored issues carefully and reached out to customers to provide immediate resolution and
maintain satisfaction
● Built and maintained relationships with new and existing clients while providing a high level of
expertise and exemplary interpersonal skills
● Worked with fraud and retention departments to facilitate communication and deliver personalized
solutions to customers
 ● Educated clients on available technological tools, enabling development and implementation of
solutions to achieve personal financial goals
● Managed portfolio of high net worth clients to ensure satisfaction and keep retention rates high
● Continuously exceeded performance metrics goals set by management

|EDUCATION|

Diploma
Mount Blue High School- Farmington, ME

|BOARD MEMBERSHIP|
● Board Member Ambassador for Saint Cloud, FL Chamber of Commerce
● Board Member of the Patient Advisory Board for Maine Family Planning- Provide personal insight
regarding care received at an MFP health center. Offer feedback on improvements MFP could make to its
clinical services. Provide input on new or current projects at MFP.

|REFERENCES|
● References available upon request.