Sarah Gardner
Hamburg,PA
Summary
Accomplished Switchboard Manager at Penn State Health Hershey Medical Center, adept in operations management and strategic planning. Spearheaded 24/7 communication systems, enhancing team performance and system optimization. Demonstrated expertise in project management and cross-functional teamwork, significantly improving service delivery and efficiency.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Switchboard Manager
Penn State Health Hershey Medical Center
09.2020 - Current
- Lead 24/7 operations for the Switchboard, Emergency Call Center, and Paging Systems, ensuring seamless communication across a large healthcare system.
- Collaborate with internal departments, security teams, and clinical staff to develop procedures for emergency and critical response calls.
- Supervise team performance, hiring, training, and development, maintaining a high-performance culture.
- Work closely with IT teams and external vendors to troubleshoot issues, implement upgrades, and optimize systems.
Sales Engineer/Customer Success Manager
Swampfox Technologies
05.2019 - 12.2019
- Managed technical integration, systems engineering program management, customer support and program management.
- Liaised with assigned accounts to foster relationship development.
- Consulted with healthcare and corporate clients on telecommunication systems to optimize usage and plan for future needs.
Technical Support Coordinator - Voice Services
Tower Health
06.2018 - 05.2019
- Submitted service tickets for equipment maintenance requests.
- Monitored emerging trends in technology, incorporating new tools into support procedures as needed.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Directed technical projects for healthcare operations, ensuring alignment with clinical workflows.
- Managed a team of engineers to resolve system issues and implement improvements, enhancing efficiency and service delivery.
Project Manager
Capstone Intelligent Solutions
10.2016 - 03.2018
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Maintained open communication by presenting regular updates on project status to customers.
- Coordinated material procurement and required services for projects within budget requirements.
- Analyzed project performance data to identify areas of improvement.
Global Contact Center Telephony Administrator
Travel Impressions
09.1996 - 02.2016
- Configured and Implemented Aspect eWorkforce Management, enabling accurate budget forecasting and staff allocation.
- Engineered Avaya G650 series PBX systems and NICE call recording systems to enhance communication efficiency.
- Maintained enterprise telephony infrastructure, implementing improvements to optimize caller experience and system functionality.
- Conducted evaluations for over 300 agents, driving consistent improvements in service quality.
- Monitored call center performance across three domestic and 2 international locations ensuring adherence to quality standards.
Education
Associate of Science - Business Administration And Management
Churchman Business School
Easton05-1997
Skills
- Team leadership
- Time management
- Decision-making
- Staff training and development
- Project management
- Data analysis
- Documentation and reporting
- Strategic planning
- Operations management
- Cross-functional teamwork
Affiliations
- Shartlesville Lions Club
- Kutztown University - Cheerleading Coach
Certification
- Six Sigma Certification - Green Belt, American Express
- Nice System Administrator
- Avaya Messaging Administrator
- Avaya Aura Communication Manager Administrator
- Avaya Call Management Administration
- Avaya Design Specialist
- Aspect Workforce Management Administrator
Timeline
Switchboard Manager
Penn State Health Hershey Medical Center
09.2020 - Current
Sales Engineer/Customer Success Manager
Swampfox Technologies
05.2019 - 12.2019
Technical Support Coordinator - Voice Services
Tower Health
06.2018 - 05.2019
Project Manager
Capstone Intelligent Solutions
10.2016 - 03.2018
Global Contact Center Telephony Administrator
Travel Impressions
09.1996 - 02.2016
- Six Sigma Certification - Green Belt, American Express
- Nice System Administrator
- Avaya Messaging Administrator
- Avaya Aura Communication Manager Administrator
- Avaya Call Management Administration
- Avaya Design Specialist
- Aspect Workforce Management Administrator
Associate of Science - Business Administration And Management
Churchman Business School
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