Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Sarah Atkinson

Fargo,ND

Summary

Results-oriented Support Manager offering 15 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support requests. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

16
16
years of professional experience

Work History

Process and Support Manager

U.S. Bank
08.2020 - Current
  • Enhancing processes and supporting projects, also doubling up as the Relationship Manager for third-party vendors, contracts, and change controls.
  • Engage vendors in new and exciting relationships performing services or providing products to accomplish business strategy and objectives.
  • Successfully manage all procedures and resource documentation by creating new documents, performing compliant reviews, and publishing approvals through proper control channels.
  • Create and process reports for financials using various techniques to produce run rates and actuals including reconciling monthly volumes and spend management.
  • Built and implemented a new MIS to provide department metrics and MOM/KPI reporting for the Vice Chair and board.
  • In-house and outsourced projects onboarding new products supporting assimilation of new business and/or portfolio changes.
  • Collect substantial amounts of data.
  • Interpret, organize, and analyze data trends and patterns using pivot tables, macros, and other data analysis tools.
  • Coordinate and assign department project requests to support digital enhancements with new equipment, products, programs, and automated processes.
  • Evaluate, test, and implement development in test environments meeting deadlines.
  • Create and manage department SharePoint sites.
  • Review, modify, create, and update enterprise roles and entitlements through access management.
  • Collaborated with cross-functional teams for successful product launches and seamless integration of new features.
  • Established strong relationships with key stakeholders, fostering open communication channels for enhanced cooperation.
  • Streamlined support processes for increased efficiency and improved response times.

Operations Manager

U.S. Bank
06.2008 - 08.2020
  • Manage and coordinate the operational activities for functional areas and staff.
  • Oversee operational processes, distribute workloads, train staff, and lead a team.
  • Develop strategies and processes to produce record-high volumes meeting SLAs.
  • Ensure quality service and effective operations support for assigned internal and external customers.
  • Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
  • Conduct audit reviews maintaining strong compliance and quality assurance.
  • Manage collateral and inventory.
  • Build and maintain strong internal and external relationships networking with business partners.
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.

Travel Specialist

Travel Travel of Travel Leaders
01.2017 - 03.2019
  • Enhanced customer satisfaction by providing personalized travel recommendations and itinerary planning catering to individual needs, preferences, and budget constraints.
  • Ensure accuracy with invoicing, documentation, pricing, insurance, updating client profiles, and addressing any client issues and concerns.
  • Developed strong relationships with clients, leading to repeat business and positive referrals.
  • Provide exceptional customer service assisting walk-ins, answering calls, responding to email requests promptly, and following up on leads resulting in repeat business and referrals.
  • Stayed current on industry trends and destination updates, ensuring accurate and relevant information for clients.
  • Travel for domestic/ international site inspections and continuous training.
  • Represent the company by marketing services and promoting successful booths at various large events.
  • Attended industry events and conferences for professional development and networking opportunities.
  • Use of various technology platforms including Agent Universe, Microsoft Office, GDS, Worldspan, supplier, and tour company sites.
  • Assist in other duties and projects where needed.
  • Research destinations, consult clients on options, follow- up and up-sell other ancillary products enthusiastically in person and through social media.
  • Maximized sales opportunities by cross-selling additional products such as insurance or tour packages when appropriate.
  • Contributed to the development of marketing materials, such as newsletters and social media content, to showcase travel offerings and attract new clients.
  • Established partnerships with key suppliers to offer exclusive amenities and services for clients.

Education

Business

Minnesota State University - Moorhead
Moorhead, MN

Skills

  • Process Improvement
  • Customer Service Expertise
  • Business Process Support
  • Travel Arrangements
  • Professional Networking
  • Data Analysis
  • Documentation and Reporting
  • Staff Management
  • Project Management

Awards

  • Pinnacle Award U.S. Bank 2013
  • All of US Service Team Award 2010
  • Best in US Gold, Silver, and Bronze Shield Awards
  • Leadership Foundation Training Certificate 2015
  • U.S. Bank Relationship Manager Detail Certificate 2021
  • U.S. Bank Training Certificates
  • Graduated from Travel Career Training Academy with a Certificate in 2016
  • Wide variety of Travel Certificates

Timeline

Process and Support Manager

U.S. Bank
08.2020 - Current

Travel Specialist

Travel Travel of Travel Leaders
01.2017 - 03.2019

Operations Manager

U.S. Bank
06.2008 - 08.2020

Business

Minnesota State University - Moorhead

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Sarah Atkinson