Sarah Evans
Boise,ID
Summary
Experienced Team Lead and Technical Troubleshooter with a proven track record in enhancing customer satisfaction at Enphase Energy by leading the Ensemble Tier 1 and 2 support team. Successfully resolved conflicts and provided exceptional technical assistance, driving performance improvements. Prior experience at T-Mobile and Sykes strengthened application support and diagnostics skills, consistently exceeding service goals. Committed to leveraging expertise to foster team development and operational excellence.
Overview
9
9
years of professional experience
Work History
Ensemble support Team Lead
Enphase Energy
Meridian, ID
05.2022 - 12.2024
- Offered guidance for representatives on calls.
- Manage critical caller issues promptly.
- Handled questions and concerns from customers via email.
- Resolved installation-related technical problems.
- Oversaw collaboration with Engineering to track field issues, facilitating product modifications.
- Rapidly advanced to team lead position in half a year.
Cell Phone Technician
T-Mobile
Meridian, ID
08.2018 - 05.2022
- Greeting customers
- Identifying cell phone problems
- Fixing issues, running tests
- Assessing functionality, setting up appointments for replacing parts
- And maintaining repair records
- Sales for new devices and upgraded devices
Customer Service Representative
Sykes Enterprises, Incorporated
Boise, ID
02.2016 - 02.2017
- Took phone calls
- Answered customers questions
- Fixed problems with their account, give account status and information
Customer Service Representative
Teleperformance
Boise, ID
08.2015 - 02.2016
- Took phone calls
- Answered customers questions
- Fixed problems with their account
- Give account status and information
Education
GED -
Idaho State University
Pocatello, ID02.2004
Skills
- Team Leading
- Conflict resolution
- Technical assistance
- Troubleshooting and diagnostics
- Application support
Timeline
Ensemble support Team Lead
Enphase Energy
05.2022 - 12.2024
Cell Phone Technician
T-Mobile
08.2018 - 05.2022
Customer Service Representative
Sykes Enterprises, Incorporated
02.2016 - 02.2017
Customer Service Representative
Teleperformance
08.2015 - 02.2016
GED -
Idaho State University
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