Open to opportunities

Sarah Macfarlane

@sarahmacfarlane

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Customer-focused customer service and success professional with 10+ years delivering calm, empathetic resolutions.

Spain

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What I'm looking for

I’m looking for a customer-first role where I can resolve complex enquiries with empathy, manage end-to-end customer journeys, and continuously improve processes—working independently while collaborating with a supportive team.

I’m a customer-focused customer service and success professional with 10+ years delivering exceptional customer service, client relationship management, and operational support across housing, healthcare, customer service, and self-employment. I build strong customer relationships by staying calm under pressure, communicating with empathy, and finding practical solutions that balance customer needs with business objectives.

I successfully managed my own holistic wellness business from 2019–2025, overseeing the full customer journey from first enquiry through to aftercare. I handled bookings, scheduling, invoicing, customer records, and day-to-day administration, while also responding professionally to enquiries and resolving issues promptly.

Before that, I delivered telephone and email customer support at Danone Nutrition, resolving complaints with professionalism and maintaining accurate CRM-based records. I also supported housing customers through complex casework and cross-department liaison at Curo Housing and Selwood Housing, and I’ve contributed strong day-to-day service in operational settings through volunteering at a museum.

Experience

Work history, roles, and key accomplishments

Business Owner

Holistic Massage & Reflexology Practice

Jan 2019 - Jan 2025 (6 years)

Established and managed a client-focused wellness business, overseeing customer service, administration, and day-to-day operations. Managed the full customer journey including bookings, scheduling, invoicing, customer records, enquiries, marketing, and business compliance.

Customer Service Customer Journey Management Customer Relationship Management Scheduling Invoicing Customer Management Complaint Resolution Marketing Strategy Online Presence Management Administration Compliance Management Data Entry Record keeping

Customer Service Representative

Danone Nutrition

Provided high-quality customer support via telephone and email, handling enquiries and delivering product information. Resolved customer complaints with empathy and maintained accurate customer records using CRM systems.

Email Support Complaint Resolution CRM Systems Customer Satisfaction

Customer Services & Administration

Curo Housing

Supported customers with housing-related enquiries and managed complex customer cases through administrative processes. Liaised with internal departments to ensure timely resolutions while maintaining accurate records and documentation.

Customer Service Customer Management Complex Case Management Administrative Processing Record keeping Data Management Customer Relationship Management

Customer Services Advisor

Selwood Housing

Provided frontline customer support via telephone and email, responding to enquiries and processing customer requests accurately. Coordinated with internal teams to resolve issues and built positive relationships with residents and colleagues.

Email Support Accurate Request Processing Issue Resolution