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, AZ05-2006
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
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