Sarah Serrano-Masters
Gilbert
Summary
Dynamic professional with extensive experience at Mesa Police Department and Bed Bath & Beyond. Proven ability in call prioritization and customer service excellence, successfully resolving escalated issues and enhancing training systems. Recognized for strong teamwork and problem-solving skills, contributing to improved service quality across multiple locations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Telecommunicator III
Mesa Police Department
01.2019 - Current
- All work is preformed in accordance with established departmental polices, procedures, and standards.
- Demonstrate success in trainer role through feedback and evaluations.
- Demonstrate increased competence/expertise.
- Successful completion of comprehensive leadership training program.
District Customer Service Manager
Bed Bath & Beyond
08.2012 - 11.2018
- Resolved escalated customer issues promptly and professionally, maintaining a high level of client satisfaction and loyalty.
- Implemented new training systems to optimize customer service processes.
- Managed entire bridal department through networking and budget reports.
- Ensured overall quality of customer service performance in 12 stores.
Education
Associate of Science - Liberal Arts And Sciences
Maricopa Community Colleges, Chandler-Gilbert Community College
Chandler, AZ05-2015
High School Diploma -
Mesquite High School
Gilbert, AZ05-2013
Skills
- Call prioritization
- Customer service
- Public safety awareness
- Information gathering
- Typing speed
- Multi-line telephone systems
- Geographical expertise
- Law enforcement procedures
- Emergency management
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Multitasking Abilities
Certification
- IBCCES: Autism Awareness Training - March 2024
- United States Department of Justice: Telecommunications Best Practices for Missing & Abducted Children Training - April 2019
- City of Mesa Training & Development: Suicide Awareness Training - September 2020
- FEMA: Preparing for Mass Casualty Incidents: Guide for Schools, Higher Education, & Houses of Worship - June 2022
- Skillpath: Management Skills for First Time Managers - August 2024
- Church for Cops: Frontline Leadership - December 2024
- Skillpath: Conflict Management Skills for Women in Leadership - September 2024
- Skillpath: Breaking Bad Communication Habits - March 2024
- FEMA: Basic Incident Command Systems for Initial Response - January 2024
- FEMA: National Response Framework - January 2024
- FEMA: An Introduction to National Incident Management System - January 2024
- FEMA: Introduction to Incident Command System - January 2024
- Mesa Police Department: Crisis Intervention Training - April 2022
Timeline
Telecommunicator III
Mesa Police Department
01.2019 - Current
District Customer Service Manager
Bed Bath & Beyond
08.2012 - 11.2018
Associate of Science - Liberal Arts And Sciences
Maricopa Community Colleges, Chandler-Gilbert Community College
High School Diploma -
Mesquite High School
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