Sara Cunha
About Sara Cunha
Sara Cunha serves as a Training and Implementation Analyst at SiteMinder, where she has worked since 2016. She focuses on process improvements and delivers customer training through various communication channels while managing daily caseloads to meet service level agreements.
Work at SiteMinder
Sara Cunha has been employed at SiteMinder since 2016, serving as a Training and Implementation Analyst. In this role, she operates from London, United Kingdom, and has accumulated eight years of experience. Her responsibilities include delivering customer training through various communication channels such as telephone, Skype, and face-to-face interactions. She actively manages daily caseloads to ensure that training and implementation services are delivered in accordance with SiteMinder's Customer Service SLAs and individual KPIs.
Process Improvement Initiatives
In her position, Sara Cunha proactively identifies process improvements within the Training and Implementation Team. Her focus on enhancing customer service quality contributes to the overall efficiency of the team. By analyzing existing processes, she seeks to implement changes that benefit both the organization and its clients.
Customer Training Delivery
Sara is responsible for delivering customer training through multiple communication channels. This includes providing support via telephone, Skype, and in-person meetings. Her approach ensures that customers receive comprehensive training tailored to their needs, facilitating a better understanding of SiteMinder's services.
Knowledge Sharing Contributions
Sara Cunha contributes to SiteMinder's shared knowledge base by identifying and disseminating new knowledge. This initiative helps improve the resources available to both the Training and Implementation Team and the wider organization, fostering a culture of continuous learning and development.
Conflict Resolution and Customer Support
In her role, Sara takes ownership of customer issues, working to resolve them before they escalate into conflicts. She focuses on ensuring satisfactory solutions for both SiteMinder and the customer, which is essential for maintaining positive relationships and high levels of customer satisfaction.