Hi, I’m
Sara King
Pre-Sales Engineer/Customer Advocate
Elgin,IL
If you really look closely, most overnight successes took a long time.
Steve Jobs
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
years of professional experience
8
years of post-secondary education
Work History
rf IDEAS, Schaumburg, Illinois
Pre-Sales Engineer/Customer Advocate
10.2023 - Current
Job overview
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
Rf IDEAS, Schaumburg, IL
Technical Customer Success Manager
2022.07 - 2023.10 (1 year & 3 months)
Job overview
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- High expertise with NetSuite CRM Software
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed both Customer Service, Client Support and Technical Support teams
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Rf IDEAS, Rolling Meadows, IL
Technical Support Manager
2019.05 - 2022.07 (3 years & 2 months)
Job overview
- Analyzed and developed service goals for in-bound call center.
- Project Lead for implementing new phone system. Acted as phone system administrator.
- Implemented LiveChat on company website.
- Created KnowledgeBase for customers to access as a self-help tool.
- Tracked KPIs and created continuous improvement plans.
- Maintained call center abandonment rate at < 2 %
- Maintained a > 80% first touch resolution rate for tickets on all in-bound channels
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Developed and implemented training initiatives for new hires.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Rf IDEAS, Rolling Meadows, IL
Senior Technical Support Specialist
2015.04 - 2019.05 (4 years & 1 month)
Job overview
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Maximized use of hardware and software by training users and interpreting instructions.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve reader configuration and compatibility issues.
- Prepared references for users by writing clear operating instructions.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Provide input to engineering, product management, sales, and marketing on product development, testing and release.
- Evaluate vendor supplied software by studying user objectives and specifications, testing software compatibility with existing hardware programs
- Assist customers (pre-sales) in identifying optimal product(s) that meet their specific business application
- Resolve customer inquiries concerning product implementation and usage
Illinois National Guard, Chicago, IL
25U Signal Support Systems Specialist/25Q Multichannel Transmission Systems Operator
2010.08 - 2018.08 (8 years)
Job overview
- Secret Security Clearance from US Federal Government
- Maintain radio and data distribution systems
- Supervised and assisted with battlefield signal support systems and terminal devices.
- Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
- Installed new wiring and networking hardware in existing facilities and within new construction.
- High Capacity Line of Site (HCLOS) Team Chief
- Technical assistant and trainer to subordinates engaged in the operation and maintenance of satellite communication systems
- Performs senior operator and systems administrator duties and unit level maintenance functions on assigned computer systems.
SageNet/SpaceNet, Chicago, IL
Hub Engineer
2014.07 - 2015.04 (9 months)
Job overview
- Participated in formal internal design reviews of proposed products and components.
- Routed and integrated technical and electrical components for projects.
- Interpreted blueprints and technical drawings to analyze upcoming projects.
- Monitor the availability and performance of hub components using third party tools such as -NetCool/WhatsUp/Cacti
- Perform routing and RF related work as well as handle communication with the customer and internally for hot standby network rolls between Marietta and Chicago facilities.
- Generate customer communication for outages and maintenance via electronic means such as email and also by phone.
- Management and customer reports (e.g. Excel, Database) as requested: Data entry, reporting, verification and correction of Gilat Network Management System.
T6 Broadband/Essex Telecom, Belvidere, IL
Network Infrastructure Technician
2013.05 - 2014.07 (1 year & 2 months)
Job overview
- Comtrain Certified
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Maintain backhaul network; repair network outages on communication towers.
- Provide prompt response to network issues; conduct preventative or proactive network repair outside of normal business hours when required
- Maintain detailed activity logs; update network documentation; prepare detailed reports of events which negatively impact customer service
Education
Rock Valley College , Rockford, IL
Certification from Computer Networking
2011.01 - 2014.01 (3 years)
Elgin Community College , Elgin, IL
Associate of Science from Business
2016.01 - 2017.12 (1 year & 11 months)
Southern New Hampshire University , Hooksett, NH
Bachelor of Science from Computer Information Systems
2021.01 - 2022.09 (1 year & 8 months)
Southern New Hampshire University , Hooksett, NH
Master of Science from Business Administration W/con Bus. Analytics
2023.01 - 2024.05 (1 year & 4 months)
Skills
Inter-department collaboration
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Pre-Sales Engineer/Customer Advocate
rf IDEAS
10.2023 - Current
Southern New Hampshire University
Master of Science from Business Administration W/con Bus. Analytics
2023.01 - 2024.05 (1 year & 4 months)
Technical Customer Success Manager
Rf IDEAS
2022.07 - 2023.10 (1 year & 3 months)
Southern New Hampshire University
Bachelor of Science from Computer Information Systems
2021.01 - 2022.09 (1 year & 8 months)
Technical Support Manager
Rf IDEAS
2019.05 - 2022.07 (3 years & 2 months)
Elgin Community College
Associate of Science from Business
2016.01 - 2017.12 (1 year & 11 months)
Senior Technical Support Specialist
Rf IDEAS
2015.04 - 2019.05 (4 years & 1 month)
Hub Engineer
SageNet/SpaceNet
2014.07 - 2015.04 (9 months)
Network Infrastructure Technician
T6 Broadband/Essex Telecom
2013.05 - 2014.07 (1 year & 2 months)
Rock Valley College
Certification from Computer Networking
2011.01 - 2014.01 (3 years)
25U Signal Support Systems Specialist/25Q Multichannel Transmission Systems Operator
Illinois National Guard
2010.08 - 2018.08 (8 years)
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