Sarah McKenna
Customer Care Specialist @Cuckoo
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WORK HISTORY
Customer Care Specialist @Cuckoo
Part of a high-performance customer service team that successfully integrated five companies into one, maintaining service continuity and excellence delivery during this time- Served as a covering Team Leader, communicating team goals and providing one-to-one performance coaching, call listening, and skill development as needed-Provided ongoing support to both our team and Grad Bay (new starters), delivering additional training, call listening, answering queries, and offering coaching and support- Volunteered as team Customer Care Champion, a specialised role ensuring the team provided service quality and customer satisfaction to all customers, to reach company SLAs- Worked across various specialised teams, including the Accessibility and Vulnerability, Home Move, and Debt Management, providing tailored customer support, managing account updates, processing orders, resolving billing issues, and ensuring accurate CRM records. Responsibilities included running reports, handling Power of Attorney records, setting clear expectations during relocations, and supporting customers with payment arrangements and arrears resolution- Proactively managed customer interactions via phone and email, delivering exceptional customer service and broadband support, including technical troubleshooting, service disruption resolution, and installation assistance- Handing complaints professionally and effectively, to provide timely resolutions in line with SLAs- Resolving billing queries, processing card payments, setting direct debits and payment plans.
EDUCATION
Achievement Specialists Ltd
LCH Dip, Life Coaching
Regent Academy
Creative Writing
Newbury College, Berkshire
Administrative Assistant and Secretarial Science, General
SKILLS
ABOUT SARAH MCKENNA
I’m a highly adaptable, customer-focused professional with over 20 years of experience in customer service, care, online business strategy and digital marketing. My unique blend of skills allows me to combine strategic thinking with hands-on delivery, building strong relationships, resolving queries with empathy, and collaborating effectively. In running my own business, I\'ve worked with a variety of companies and have written more than blog posts, built marketing funnels, created lead magnets, and delivered digital campaigns and email sequences to boost visibility and sales through audience-focused content. Confident in a wide range of digital tools, including Kajabi, Canva, WordPress, Mailchimp, Xero, QuickBooks and various CRM systems. I’m now expanding my expertise with certifications in digital marketing, SEO, and content strategy. I’m ready to bring my skills, creativity, and customer-first approach to a dynamic marketing team or forward-thinking business.
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