Sarah Avakian
Summary
Implementation and onboarding specialist with 9+ years of experience driving successful software adoption, API integrations, and technical support across SaaS platforms. Known for improving processes, leading documentation efforts, and collaborating across teams to enhance client outcomes.
Overview
9
9
years of professional experience
Work History
Senior Client Support Analyst
TransImpact
03.2025 - Current
- Troubleshoot and resolve shipping logistics forecasting issues using SQL, Jira, and background job investigation.
- Support OAuth and API key integrations with FedEx and UPS; assist with account provisioning and lifecycle updates.
- Build internal SOPs and contribute to Tier 0 self-service resources.
- Currently training in AI tools to enhance data analysis and client support workflows.
Implementation Consultant
MRI Software LLC
11.2023 - 08.2024
- Led onboarding for RentPayment platform, including kickoff, data collection, system configuration, API/SFTP integration, and client training.
- Created onboarding workbooks to ensure KYC completeness (e.g. bank info, tax IDs, property details) for RentPayment implementations; also supported projects involving CheckScanning and BankBillPay.
- Conducted audits for Patriot Act compliance and collaborated with underwriting.
- Rebuilt Excel templates for tab-specific data exports, reducing client back-and-forth.
- Exceeded billable hour targets by 30% while maintaining strong client satisfaction.
- Maintained clear documentation of project progress, ensuring transparency among all stakeholders throughout the implementation process.
- Managed project risks effectively, establishing contingency plans and proactive issue resolution strategies to minimize disruptions during implementation.
Support Analyst III
MRI Software LLC
03.2022 - 10.2023
- Acted as de facto lead of the account provisioning team; mentored peers and coordinated daily onboarding.
- Supported CRM team with documentation, clarified setups, and streamlined integration changes.
- Built Excel dashboards using pivot tables and Power BI to monitor team metrics.
- Collaborated with cross-functional teams to ensure seamless integration and adoption of new systems for clients.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Streamlined support processes for increased efficiency and faster issue resolution.
Support Analyst II
MRI Software LLC
05.2021 - 03.2022
- Owned property onboarding, QA, and documentation updates to increase process consistency.
- Contributed to provisioning workflow improvements and mentored junior analysts.
- Created user accounts and managed access control.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Assisted with the development of internal tools designed to streamline support workflows and enhance overall productivity.
Account Manager & Coordinator
LendUp
04.2019 - 04.2021
- Managed escalations, scam claim compliance, and peer onboarding/training.
- Reduced claim turnaround times and optimized service operations.
Account Provisioning & Build Specialist
Yapstone
06.2017 - 03.2019
- Onboarded and provisioned accounts across RentPayment, DuesPayment, and VacationRentPayment.
- Improved Merchant ID process to reduce provisioning time and boost client satisfaction.
- Trained Ireland-based team and collaborated with internal departments to ensure smooth international onboarding.
Senior Customer Support Representative
Yapstone
12.2015 - 12.2016
- Delivered billing and technical support across multiple platforms, training new hires, and managing escalations to maintain high CSAT scores.
- Built SOPs
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Mentored junior representatives, sharing best practices for effective communication and problem-solving skills.
Education
Community College of Allegheny County
Pittsburgh, PASkills
- Systems & Tools: Salesforce, Jira, Smartsheet, NetSuite, OKTA, Microsoft Office, Confluence, RDM
- Data & Analysis: SQL, Excel (pivot tables, validation), Power BI, Metrics Dashboards
- Integration & Technical: APIs, SFTP, flat files, QA testing, OAuth, System Configuration
- Functional Areas: Client Onboarding, Support Operations, Documentation, Process Improvement, Account Provisioning, Cross-Team Collaboration, Compliance & Risk Awareness
- Software troubleshooting
Timeline
Senior Client Support Analyst
TransImpact
03.2025 - Current
Implementation Consultant
MRI Software LLC
11.2023 - 08.2024
Support Analyst III
MRI Software LLC
03.2022 - 10.2023
Support Analyst II
MRI Software LLC
05.2021 - 03.2022
Account Manager & Coordinator
LendUp
04.2019 - 04.2021
Account Provisioning & Build Specialist
Yapstone
06.2017 - 03.2019
Senior Customer Support Representative
Yapstone
12.2015 - 12.2016
Community College of Allegheny County
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