SARA SIMBALL Crystal Lake, IL | 847-789-6436 | selenita1224@yahoo.com
PROFESSIONAL SUMMARY
Customer Experience and Operations expert with over 10 years of extensive involvement across various industries and cross-functional areas. Proven track record of enhancing team performance on customer service metrics and ability to motivate teams and transform underperforming individuals into potential leaders. Proactive and skilled troubleshooter, with a strong emphasis on developing and implementing process improvements to support company growth and innovation. Solid team player with a demonstrated passion for building relationships and cultivating partnerships. Fluent in Spanish with professional-level reading, writing, and verbal communication skills.
KEY PROFESSIONAL COMPETENCIES
Customer Service Management
Team & Relationship Building
People Development/HR
Project and Risk Management
Budgeting and Forecasting
KPIs, CSAT, Scorecards, Metrics
B2C – B2B
Key Account Management
Process Improvements
Procedure Development
Call Center Management and Quality Monitoring
Sales Support
Microsoft Office Suite (Excel, Word, PowerPoint)
ACD, VPN, Norstar Phone Systems (Avaya, PlayVox, Agyle)
CRM & ERP Systems (AS400, GP, Epicor, Zendesk, Zoho, HubSpot, Microsoft Dynamics 365, JDE, SAP, Salesforce, Oracle)
GitHub, Linx, Zoom, Slack, Teams, Maestro, Magento
EDI transactions, Web chats, Ticket system, AI
Inventory & Logistics
Cross-Functional Collaboration
EXPERIENCE
BELLE AIRE CREATIONS, round lake park, IL
HEAD OF CUSTOMER SERVICE 12/2024 – 10/2025
Managed the main Outlook inbox and streamlined email automation.
Restructured the department by creating two essential roles for better workflow.
Authored departmental standard operating procedures.
Partnered with IT to build an SQL report integrating data from GP, Dynamics 365, and the Intranet, expediting order processing.
Set departmental KPIs and developed employee performance scorecards and launched 30-, 60-, and 90-day reviews for new hires.
Worked with Production and Logistics to improve cross-department communication.
Big Lift, LLC, downer grove, il
Customer Experience & Autonomous Implementation Lead 05/2023 – 07/2024
Served as Subject Matter Expert on autonomous products for Big Lift, presenting and demonstrating units to potential customers.
Managed the onboarding of key accounts, deployed autonomous solutions, and trained personnel on operation, maintenance, diagnostics, and repair of mobile robots.
Performed software updates, communicated service changes, and tested new features before field deployment.
Created standardized email and chat templates and produced bilingual training videos using live session footage.
Analyzed Zoho reports to identify issues and supported CRM migration from Zoho to HubSpot.
Represented the autonomous unit at trade shows and networking events across industries.
Kalle Group, gurnee, il
Customer Service Operation Manager 05/2022 – 02/2023
Built stronger relationships across customer service, sales, and internal teams within months of joining.
Launched a customer service program that cut complaints from 80% to 5% and improved satisfaction.
Worked with manufacturing, purchasing, sales, finance, operations, and marketing to boost on-time deliveries and customer service.
Negotiated vendor contracts and ensured timely goods and services delivery.
Managed orders on ARIBA, Taulia/SAP, web portals, and EDI systems (Made2Manage).
Oversaw sales and contract management for large enterprise accounts.
Visual Comfort & Co., skokie, il
Manager, Order Management 04/2021 –04/2022
Cut order entry turnaround from 72 hours to within 24 by streamlining operations
Improved processes to boost efficiency, reducing end-of-day emails in the queue by 55%
Led a successful Zendesk conversion for customer service, ensuring smooth rollout and training
Drove accuracy initiatives via team coaching, decreasing order entry errors sent to accounting
Used C.A.R.E scorecards and regular meetings to track and review team performance
Collaborated across functions to enhance communication, procedures, and relationships with Customers, Sales Reps, Vendors, and Operations
Supported workforce planning and analysis, optimizing multiple queues
Weber Stephen Products, palatine, il
Bilingual Customer Service Supervisor 02/2020 – 11/2021
FT 02/2020 thru 04/2021, PT 04/2021 thru 11/2021 (Nights and Weekends)
Oversaw daily operations for Inbound Consumer Care and Bi-Lingual teams.
Supported agent onboarding and training.
Led monthly individual sessions and weekly team meetings.
Managed representative schedules, ensuring compliance for ticket, web form, and call handling.
Fostered collaboration between Spanish-USA and LATAM teams.
Built relationships with suppliers and clients and drove account development and secured new business.
Created sales forecasts and productivity schedules and worked with sales and design on project roadmaps.
Resolved consumer escalations and Better Business Bureau complaints.
Belcan TechServices, downer grove, il
Technical Regional Recruiter 08/2017 – 12/2019
Led end-to-end recruitment across IT, engineering, manufacturing, sales, warehousing, accounting, and administration.
Managed new hire onboarding and orientation and monitored candidate progress using ATS
Sourced top candidates via direct outreach, job boards, social media, web searches, and vendor talent mapping.
Promoted brand and attracted talent at career fairs, local events, and through partnerships with colleges and unemployment offices.
Collaborated with account managers to select qualified candidates.
Monitored candidate progress using applicant tracking systems.
Posted jobs on LinkedIn, Indeed, and Glassdoor to reach passive applicants.
Built and maintained talent pools for high-volume roles, improving hiring speed and efficiency.
Sundberg America, chicago, il
Customer Service Operations Manager 10/2013 – 01/2017
Supervised customer service representatives both onsite and offsite; supported management of 15 branches.
Coached, trained, and evaluated team members; developed performance metrics and KPIs.
Enhanced customer service by redesigning processes and monitoring key metrics for improvement.
Analyzed order processing data to eliminate inefficiencies and boost productivity via Web and EDI systems.
Managed web and AVAYA phone system user accounts and ongoing maintenance in MAGENTO.
Supported IT projects and handled suspended orders in the database and website.
Assisted with EPICOR system conversion, including CSR training.
Established office procedures for EPICOR.
Administered company-wide warranty program.
Facilitated issue resolution among customers, sales, and operations.
ADDITIONAL EXPERIENCE
PermaSeal, Downers Grove, IL
Customer Service Operations Manager
Sears Carpet Cleaning, Buffalo Grove, IL
Customer Service Manager
Allstate, Northbrook, IL
Customer Service Team Lead
Sr. Customer Service Representative
Customer Service Representative
New Business Processing Associate
EDUCATION
Oakton Community College, Des Plaines, IL – General Studies
West Leyden High School, Northlake, IL – High School Diploma
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