SARA COCHAVI
Bat Hefer, Israel | (058) 783-0553 | [email protected]
linkedin.com/in/sara-cochavi
BUSINESS OPERATIONS & CUSTOMER SUCCESS LEADER
Versatile and results-driven professional with over a decade of experience managing complex
operations across customer service, dispatch, HR, sales, and compliance. Recognized for
consistently exceeding performance metrics, streamlining workflows, and delivering high-impact
service in both startup and established environments. Adept at building efficient systems,
leading remote teams, and driving business growth through operational excellence,
cross-functional leadership, and a deep commitment to customer satisfaction. Proven ability to
turn challenges into opportunities while maintaining compliance with regulatory requirements.
KEY SKILLS
Operations Management
Dispatch & Scheduling
Customer Experience & Retention
HR & Payroll Management
CRM & Ticketing Systems
Billing & Collections
Sales Strategy & Account Management
Cross-functional Team Leadership
Training & Process Development
PROFESSIONAL EXPERIENCE
iPostal1 - USZoom
Senior Customer Service Representative / USPS 1583 Specialist
March 2022 – Present | Remote
Held concurrently with role at Pointed Discovery
● Manage high-volume customer inquiries and escalations via email ticketing system with
a focus on timely resolution.
● Review, verify, and approve USPS Form 1583 and supporting legal documents in
compliance with federal mailing regulations.
● Guide customers through notary and documentation processes to ensure proper
account activation and legal compliance.
● Collaborate cross-functionally to resolve customer issues and maintain high satisfaction
levels.
● Consistently exceed company KPIs and efficiency benchmarks in customer service
performance.
Pointed Discovery
Legal Transcriptionist
June 2019 – March 2023 | Remote
Held concurrently with roles at IMS and iPostal
● Monitored and analyzed recorded inmate phone calls to extract case-relevant
information and identify investigatory leads.
● Transcribed audio content with 100% accuracy, ensuring reliable documentation for legal
proceedings.
● Managed sensitive case data, handling updates, revisions, and confidential material in
accordance with legal standards.
● Identified and reported critical new information to support law enforcement and litigation
teams.
Roadway Van Lines Inc
Sales Manager
January 2019 – June 2021 | Remote
Held concurrently with role at Pointed Discovery
● Led sales operations for international relocation services, managing a global client base
and driving consistent revenue growth.
● Trained, coached, and developed new sales staff into a high-performing, client-focused
team.
● Leveraged CRM platforms and phone systems to manage pipelines, optimize follow-ups,
and streamline communication.
● Collaborated closely with marketing to refine programs, boosting lead quality and
conversion rates.
● Achieved a 76% increase in revenue growth over two years by implementing strategic
sales initiatives and process improvements.
● Consistently exceeded personal and team sales targets through consultative,
relationship-driven sales tactics.
First Class Locksmith
Operations, Dispatch & HR Manager
January 2009 – December 2018 | Remote
Held concurrently with role at Bronson Laboratories Inc
● Directed all dispatch operations, scheduling technicians efficiently and ensuring timely,
high-quality job completion across service areas.
● Managed billing, collections, and payroll processes, ensuring accuracy in employee
compensation and client invoicing.
● Oversaw HR functions including employee onboarding, policy implementation, and
performance tracking.
● Maintained strong relationships with 28 client companies, acquiring 19 new accounts
and increasing revenue by 130%.
● Developed and enforced operational policies and training programs that standardized
procedures and improved team performance.
● Leveraged CRM systems for dispatch coordination, client management, and operational
reporting.
● Reduced staffing costs by 22% through implementation of cross-training and workforce
optimization strategies.
Bronson Laboratories Inc
Sales Account Manager & Team Leader
October 2009 – March 2012 | Lindon, Utah
Held concurrently with role at First Class Locksmith
● Launched and led the Premier Customer Program, revitalizing dormant accounts and
generating more than a 200% increase in revenue from previously inactive clients.
● Recruited, trained, and supervised a team of account representatives to expand program
reach and improve client retention.
● Managed a portfolio of high-volume client accounts, developing personalized sales
strategies to maximize upsell opportunities.
● Coordinated with internal teams to improve client onboarding and support workflows,
enhancing the overall customer experience.
● Utilized CRM systems to track sales metrics, forecast performance, and ensure pipeline
accountability.
EDUCATION
New Charter University
Master of Business Administration (MBA), Human Resource Management
September 2009 – April 2014
