Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sarah Holmgren

Glendale

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Highly collaborative with a strong focus on cross-functional teamwork, contributing to cohesive project execution and team success.

Overview

27
27
years of professional experience

Work History

Project Analyst

American Express
02.2021 - Current
  • Manage vendor distribution of 1.3-1.5 million cards per month, ensuring on time delivery and quality assurance
  • Lead multiple projects simultaneously to meet deadlines and operational goals
  • Prepared project documentation, training materials and reports to ensure accuracy and clarity.
  • Coordinated communication between team members to facilitate collaboration and information sharing.
  • Monitored project timelines and milestones to identify potential delays or issues.
  • Provided valuable insights for future projects through comprehensive post-project evaluations and lessons learned documentation.
  • Supported project planning by gathering and analyzing data from various sources.
  • Determined root cause of problems and issues to implement courses of action required to implement solutions.
  • Supported the recruitment process by assisting with candidate interviews, contributing to informed hiring decisions and team growth

Customer Advocacy Specialist

American Express
08.2016 - 02.2021
  • Developed strategic initiatives to enhance customer service experiences and improve client satisfaction.
  • Partnered with cross-functional teams to streamline processes and improve operational efficiency across departments.
  • Managed key client relationships, ensuring alignment with organizational goals and fostering loyalty.
  • Trained and mentored junior staff on best practices in customer engagement and service excellence.
  • Conducted regular performance evaluations, driving continuous improvement in team productivity and effectiveness.

Lead Credit Analyst

American Express
07.2015 - 08.2016
  • Analyzed credit risk models to enhance decision-making processes.
  • Handled escalated customer concerns with professionalism and urgency, mitigating risk and ensuring swift resolution to protect brand reputation and client satisfaction
  • Guided cross-functional teams in developing credit policies and strategies.
  • Evaluated client financial data to assess creditworthiness and mitigate risks.
  • Streamlined reporting procedures, improving accuracy and reducing turnaround time.
  • Mentored junior analysts in credit analysis techniques, leading to a more skilled and knowledgeable team.
  • Maintained compliance with applicable regulations and laws governing consumer credit.

Merchant Services International Lead

American Express
11.2012 - 07.2015
  • Led daily operations for a 12 member team, ensuring productivity and quality.
  • Led the global transition of team responsibilities to international counterparts, providing comprehensive training via Webex, developing detailed training materials and offering ongoing support to ensure smooth transition
  • Led training sessions for team members on best practices in merchant relationship management.
  • Managed high volume caseloads to ensure timely and accurate resolution in alignment with service level agreements and organizational standards
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.

Small Business Consultant

American Express
10.2010 - 11.2012
  • Provided high-quality phone support to small business owners, addressing inquiries, resolving issues, and ensuring a positive customer experience
  • Identified and resolved account, billing and product related concerns, helping clients maintain smooth business operations
  • Guided clients in leveraging American Express tools to maximize financial resources.
  • Escalated complex issues to appropriate departments while maintaining ownership of the customer experience with resolution
  • Demonstrated strong product knowledge to educate clients on services and tools that benefit their business

Office Manager

Safeway
05.1998 - 05.2003
  • Managed office operations to ensure efficient workflow and proper documentation
  • Coordinated schedules to ensure servicing coverage
  • Maintained accurate financial records by reconciling point of sale terminals
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.

Education

Bachelor of Arts - Psychology

Arizona State University
Tempe, AZ
05-2006

Skills

  • Operations management
  • Project management
  • Quality assurance
  • Data Analysis and Research
  • Strategic Planning
  • Vendor relationship management

Accomplishments

  • Recognized with seven customer service excellence awards for consistently delivering outstanding support and client satisfaction
  • Recipient of the 2024 Card Issuance Excellence Award, honoring top performance and accuracy in card services
  • Selected as the inaugural participant in a newly launched Leadership Development program, reflecting strong potential and organizational impact
  • Honored with the Tribute award for outstanding performance metrics; awarded selectively to individuals who demonstrate exceptional, above-and-beyond contributions

Timeline

Project Analyst

American Express
02.2021 - Current

Customer Advocacy Specialist

American Express
08.2016 - 02.2021

Lead Credit Analyst

American Express
07.2015 - 08.2016

Merchant Services International Lead

American Express
11.2012 - 07.2015

Small Business Consultant

American Express
10.2010 - 11.2012

Office Manager

Safeway
05.1998 - 05.2003

Bachelor of Arts - Psychology

Arizona State University
Sarah Holmgren