SARA THOMAS
HopSkipDrive
Sandy,UT
1
Certification
13
years of professional experience
Sr. Operations Specialist overseeing driver compliance, onboarding, and service continuity for a nationwide network of vetted CareDrivers. Managed license verification, background checks, and certification review for active and inactive drivers while keeping regulatory requirements on schedule. Built and refined workflows that improved turnaround time and processing accuracy by 20%, and supported 30+ audit cases per quarter, escalations, and new specialist training, while simultaneously providing exceptional customer support across multiple channels.
Work History
Sr. Operations Specialist
2 Years 8 Months- Reviewed compliance records for hundreds of active and inactive drivers, including licenses, background checks, and certifications.
- Managed driver onboarding, offboarding, and reactivation to maintain 100% regulatory compliance across the network.
- Created and refined workflows that improved processing accuracy and turnaround time by 20%.
- Conducted group and one-on-one interviews, then reviewed video screening submissions to determine driver eligibility.
- Collaborated with Operations Associates to prioritize driver deployment and maintain coverage across multiple markets.
- Monitored driver eligibility and performance through continuous systems to reduce downtime and service interruptions.
- Trained new Operations Specialists and supported compliance audits and escalated cases as a subject matter expert.
Customer Care Specialist
3 Years 6 Months- Resolved 500 customer inquiries weekly across phone, chat, text, and email with empathy and efficiency.
- Mentored new team members and strengthened handoffs through cross-department collaboration on care processes.
- Managed survey feedback and updated internal care content to support clearer service workflows.
- Maintained empathetic customer care across multiple communication channels while resolving issues efficiently.
- Collaborated with internal teams to improve care operations and support a more consistent customer experience.
Cocktail Waitress
2 Years 10 Months- Delivered courteous table service while following Utah alcohol laws and venue procedures.
- Maintained a clean, organized bar area to support smooth operations during peak hours.
- Communicated orders clearly with bartenders and staff to reduce delays and keep guests served promptly.
Shift Manager
1 Year 5 Months- Supervised shift staff, assigned front-line tasks, and supported employees to keep service moving efficiently.
- Prepared food orders, maintained cleanliness, and restocked work areas to support consistent restaurant standards.
- Handled cash transactions, prepared bank deposits, and followed basic controls to keep daily records organized.
Customer Service Representative
2 Years 7 Months- Placed customer orders accurately and confirmed details before completing transactions.
- Made outbound calls to provide order updates and follow up on service requests.
- Escalated complex issues to appropriate teams and tracked resolutions through completion.
Education
Certificate - Aesthetics
Certificate - CNA
High School Diploma
Skills
Customer service
Communication skills
SMS
Email
Live Chat
Phone support
Scheduling
Time management
Microsoft office
Documentation review
Compliance reporting
Audit support
Driver onboarding
Workflow optimization
Cross-functional collaboration
Root cause analysis
Change management
Training support
Escalation management
CRM software
Driver retention
Service level monitoring
Process standardization
Quality assurance
Audit preparation
Regulatory compliance
Audit support
Performance dashboards
Workforce planning
Service recovery
Customer relationship management
Customer satisfaction improvement
Omnichannel support
Escalation handling
Customer issue resolution
Conflict resolution
Knowledge base management
Click-Up reporting
SLA management
Customer feedback analysis
Quality assurance monitoring
CRM software
Customer service training
Training facilitation
SMS
Email
Phone
Live chat support
Escalation handling
Cross-functional collaboration
Certification
CNA certificate | 02/2014
Timeline
Sr. Operations Specialist
HopSkipDrive
02.2023 - 10.2025Read More
Customer Care Specialist
Daily Harvest
08.2019 - 02.2023Read More
Cocktail Waitress
Club 90
10.2016 - 08.2019Read More
Shift Manager
Noodles and Company
06.2015 - 11.2016Read More
Customer Service Representative
Overstock.com Corporate Headquarters
11.2012 - 06.2015Read More
Skin Science Institute
Certificate from Aesthetics
Read More
CNA Training Center of Utah
Certificate from CNA
Read More
Valley High School
High School Diploma
Read More