Sara Farhati

• Coached team to deliver exceptional customer service outcomes.
• Monitored BPO performance, identified failures, and implemented corrective actions.
• Managed contractor team through SAP for accurate processing of customer orders.
• Tracked service levels and executed immediate solutions for arising issues.
• Served as primary contact for escalations in total order management.
• Collaborated with Customer Supply Chain and Sales to improve order quality.
• Developed change management forms for new or modified customer introductions.
• Audited emergency orders and changes in shipping conditions, pricing, and sizing.
• Carried out day-to-day duties accurately and efficiently.
• Worked flexible hours, covering nights, weekends and bank holidays.
• Consistently arrived at work on time and ready to start immediately.
• Applied critical thinking to analyze problems, evaluate solutions and select best decisions.
• Successfully delivered on tasks within tight deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Achieved 90 % of orders uploaded are shipped with any manual touches .

• Led and developed high-performing team to drive PayPal’s business strategy.

Fostered an inclusive, trusting work environment to motivate teammates.

• Championed departmental change by providing consistent communication and support.
• Coached teammates to enhance customer experience and decision-making within guidelines.
• Employed behavioural coaching models to enable teammate success in performance goals.
• Adapted coaching style using Situational Leadership to match teammates’ needs.
• Set clear goals and drove results to exceed organizational KPIs.
• Conducted regular 1:1 coaching sessions and team learning initiatives based on developmental needs.
• Fostered positive work environment, boosting overall team spirit and motivation.
• Monitored progress regularly, addressing any issues promptly and appropriately.
• Identified areas of improvement through regular performance reviews.
• Demonstrated strong leadership skills in guiding team towards achieving set goals.

• Liaised with line managers to assess training needs and schedule sessions.
• Designed effective standard training programmes to enhance employee skills.
• Selected and booked venues for various training events.
• Conducted seminars, workshops, and individual development training sessions.
• Prepared educational materials including module summaries and handouts.
• Coordinated orientation for new joiners, facilitating operational familiarization and mentoring.
• Maintained attendance records for audits and performance evaluations.
• Managed financial budgets for training, achieving cost-effective savings.
• Coordinated regular team-building activities, boosted overall morale and teamwork.
• Achieved excellent result with more than 95% conducting survey to monitor trainees satisfaction .

• Directed hiring and training initiatives while monitoring performance and directing workload.
• Analyzed core metrics to recommend improvements for market growth and customer satisfaction.
• Led digital imaging, managing scheduling and production for full-service orders.
• Handled customer orders by providing pricing information and product recommendations.
• Ensured high first-contact resolution through effective request analysis and adherence to procedures.
• Monitored quality control of customer interactions, identifying areas for enhancement.
• Compiled reports on customer satisfaction for monthly and annual assessments.
• Supported management with feedback on agent performance to drive excellence.
• Successfully delivered on tasks within tight deadlines.
• Carried out day-to-day duties accurately and efficiently.
• Completed customer orders with speed and accuracy.
• Increased quality excellence KPI by +25%.