Sarah Lamb
Auckland,AUK
Summary
Results-driven Customer Care Manager experienced in logistics coordination, problem-solving, and team leadership. Proven ability to enhance service delivery through cross-functional collaboration and data analysis.
Overview
5
5
years of professional experience
Work History
Customer Care Manager and Logistics Co ordinator
Shade Elements
Penrose, Auckland
2025.05 - Current
- Facilitated interdepartmental communication to resolve customer concerns, enhancing satisfaction and retention.
- Documented customer interactions accurately in CRM system.
- Researched product information to provide effective customer assistance.
- Monitored customer feedback to pinpoint service delivery improvement areas, informing process enhancements.
- Evaluated processes for efficiency enhancements across operations.
- Coordinated shipment logistics, ensuring on-time delivery and minimizing delays.
- Utilized software tools for tracking shipments and managing logistics data.
- Collaborated with internal teams to optimize warehouse operations and efficiency.
Customer Service Manager
Shade Elements
Penrose, Auckland
2023.08 - 2025.05
- Managed daily operations of customer service team to ensure efficient service delivery.
- Developed training materials for onboarding new customer service representatives.
- Coordinated interdepartmental communication, enhancing service efficiency across teams.
- Trained staff on product knowledge and company policies, elevating service quality and consistency.
- Led weekly meetings to evaluate performance and discuss service strategies.
- Resolved customer inquiries using CRM software, ensuring prompt and effective solutions.
- Monitored staff performance to uphold customer service standards consistently.
- Established rapport with customers and team members, fostering a positive and collaborative work environment.
Shade Elements
Shade Elements
Penrose, Auckland
2023.04 - 2023.08
- Enhanced customer satisfaction through effective problem resolution and knowledgeable, friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Elevated customer satisfaction by implementing creative solutions to address concerns.
- Received recognition from management for delivering exceptional customer service.
Customer Service Officer
Intex Concepts
Papakura, Auckland
2021.05 - 2023.04
- Assisted customers with inquiries and product selection.
- Resolved customer complaints through effective communication and problem-solving.
- Maintained knowledge of products and services for informed customer interactions.
- Processed orders and managed returns efficiently and accurately.
- Collaborated with team members to develop and implement customer service strategies that improved customer satisfaction.
- Trained new staff on company policies and customer service protocols.
- Implemented best practices for maintaining a positive customer experience.
- Provided customer service in a courteous and professional manner.
- Established trustful relationships with customers through effective communication, fostering loyalty and repeat business.
- Managed daily operations of the Customer Service Department.
- Educated customers on products and services offered by the company.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Communicated information to customers about product quality, value and style.
- Performed follow-up calls to confirm customer satisfaction with product delivery and service, enhancing overall customer experience.
- Trained new employees on company policies related to customer service practices.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Collaborated with other departments within the organization on various projects.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
Education
Diploma in Make Up & Hairstyling - Performing Arts
Cut Above Acadamey
Auckland CBD1999-09
Skills
- Customer relationship management
- CRM software
- Logistics coordination
- Data analysis
- Process evaluation
- Microsoft Office and CRM
- Problem solving
- Time management
- Cross-functional collaboration
- Team leadership
- Training and mentoring
- Organisational skills
- Excellent communication
- Decision-making
Timeline
Customer Care Manager and Logistics Co ordinator
Shade Elements
2025.05 - Current
Customer Service Manager
Shade Elements
2023.08 - 2025.05
Shade Elements
Shade Elements
2023.04 - 2023.08
Customer Service Officer
Intex Concepts
2021.05 - 2023.04
Diploma in Make Up & Hairstyling - Performing Arts
Cut Above Acadamey