Sara F.

Lovelace
150 Highway Y
Winfield, MO 63389
314.581.2230
sla0ec10@westpost.net
OPERATIONS PROFESSIONAL
Strategic | Detailed | Initiator
Direct | Leader | Driven | Energetic
Proactive and goal-oriented leader with over 14 years customer
service and operations experience in retail, banking and call
center environments consistently, providing positive results.
Proven success handling multiple priority projects with
award-winning success. Exceptional ability to identify and
capitalize on emerging opportunities, such as reducing call
center non-call work costs over $3M and reducing incoming call
volume for multiple call types over 10%. Known as an effective
leader, intelligent and strong delegator, while maintaining
high-level of integrity in resolving issues. Quick learner with
great comprehension, skilled in presenting detailed and complex
information publicly and individually, in a simplistic manner at
all levels of organization. MS Office and computer proficient.
Core Competencies:
* Program Development
* Process Improvement
* People Management
* Customer Service
* Problem Analysis
* Relationship Building
* Team Leadership
* Public Speaking
KEY ACCOMPLISHMENTS
* Executed launch of a new product, Prepaid Card, into call
centers; developed processes, created training documents,
implemented call quality program, championed call handling, and
collaborated with all levels, ensuring success of product and
increased revenue to company.
* Pioneered Global Evaluation Form and auditing process utilized
world-wide to compare quality of service equally and allow call
placement according to cost and call quality.
* Championed auditing process, reducing variance in audits by
10.5%.
* Achieved quarterly business award for migration of 2 credit
card non-call work functions, resulting in cost savings to
company over $285,000 per month continuously.
* Designed, implemented and maintained Call Quality Corrective
Action Program to highlight Customer Service Representatives for
additional guidance.
PROFESSIONAL EXPERIENCE
WESTERN UNION FINANCIAL SERVICES - ST. CHARLES, MO
2003 - Present
Manager, Customer Care and Contact /
Supervisor, QA Vendor Site Management
2008 - Present
Managed overall call quality and provided point-of-contact call
quality expertise for all quality assurance related initiatives,
including project management, reporting, analysis and action
plans for improvement.
* Developed reporting decks for products and vendors to showcase
call quality scores across the globe, driving educated call
allocation.
* Established and maintained relationship with multiple vendor
and internal sites, resulting in increased partnership, closer
accuracy in scoring and increased quality scores.
* Subject Matter Expert in multiple skills with a strong focus
in Card Not Present / Credit Card Money Transfers. This expertise
allowed a strong knowledge base for accurate evaluating,
auditing, coaching and training.
* Motivated outsource vendor quality teams daily, driving
increased quality scores, closer calibration and improved
customer care.
Quality Specialist
2006 - 2008
Measured and reported call quality at all sites while assisting
in special projects.
* Collaborated Voice of the Customer IVR satisfaction survey
enabling alignment of call quality results to customer feedback
to ensure program success and offer opportunities for increased
customer satisfaction.
* Conceived off-line call quality measurement criteria used
locally to ensure process adherence increase productivity.
* Executed training and development of new Quality Specialist
and those with substandard performance, leading to decreased
on-boarding time and higher performance.
* Facilitated listening sessions for all levels of the
organization, allowing executive exposure to exceeding call
center performance.
Customer Service Representative
2003 - 2006
Assisted customers in sending large dollar amounts and completed
customer service interviews while preventing money laundering.
Focused on Additional Correction Required (ACR), Over-limit and
Compliance.
* Consistently exceeded call quality and productivity related
goals allowing exposure to senior levels of management.
* Used persuasive education to prevent customers from becoming
victims of fraud.
* Utilized negotiation skills to build a strong customer base.
PEOPLE'S BANK & TRUST - Winfield, MO
2001 - 2002
Bank Teller
Delivered exceptional customer care while efficiently handling
bank transactions.
CG SERVICES - Earth City, MO
2000 - 2001
Team Lead
Monitored call levels, evaluated call handling and inspired team.
* Promotion: Customer Service Representative within 3 months;
average promotion time 6 months to 1 year.
* Handled escalated calls with award winning service with
productivity resulting in company acknowledgment "Employee of the
Month" twice within one year.
SUPERMARKET OF SHOES - St. Peters, MO
2000
Assistant Manager
Led team of associates in customer satisfaction, inventory,
promotions and sales.
* Interviewed potential new candidates.
* Maintained store daily.
EDUCATION
BA in Progress, Business Management - University of Phoenix
Completion scheduled Winter 2012
COMMUNITY INVOLVEMENT AND INTERESTS
Book Club - 15 members and growing, St. Charles, MO
Founder, Active Volunteer,
Present
Winfield Sports Association - Baseball Team, Winfield, MO
Involved Sponsor & Active Volunteer
2008 - Present
Western Union Financial Services, St. Charles, MO
Rewards and Recognition Committee
2006 - 2007