SARAH GARMAN
Fort Wayne,IN
Summary
Dynamic leader in strategic customer experience, operations, and performance insights, offering extensive management expertise across federal, Fortune 500, and military sectors. Proven track record in cultivating high-performing teams and transforming complex data into actionable, executive-ready reports that drive informed decision-making. Successfully spearheaded performance improvement initiatives that enhance service delivery, drive revenue growth, elevate customer satisfaction, and reinforce operational discipline. Committed to fostering a culture of accountability and continuous improvement to achieve organizational goals while consistently exceeding expectations.
Overview
16
16
years of professional experience
Work History
Customer Experience Strategist
IRS - Taxpayer Experience Office
Fort Wayne, IN
08.2024 - 09.2025
- Led agency-wide Customer Experience initiatives focused on improving taxpayer interactions, service delivery, and stakeholder decision-making.
- Designed feedback systems, surveys, and listening mechanisms to gather actionable insights and support data-informed operational improvements.
- Conducted qualitative and quantitative analysis to identify root causes of service challenges and recommend practical corrective actions.
- Held Public Trust security clearance while supporting federal customer experience strategy, reporting, and improvement efforts.
- Series 0301, GS-14 Step 2 | 40+ hrs/wk
Senior Manager, Customer Insights
Frontier Communications
Fort Wayne, IN
02.2019 - 08.2024
- Directed strategic transformation initiatives to achieve a 60-point improvement in NPS over two years, fostering a culture of accountability.
- Managed comprehensive customer analytics and voice of the customer programs, focusing on segmentation, KPI governance, and strategic reporting to drive informed decision-making.
- Led project initiatives for a diverse team to establish Frontier's first conversational survey functionality, enhancing user interaction.
- Integrated quantitative and qualitative insights to diagnose service deficiencies and drive product improvement strategies.
- Directed customer journey mapping, persona development, and process redesign initiatives across people, systems, and workflows.
Manager, Residential Sales and Service Center
Frontier Communications
Fort Wayne, IN
02.2017 - 02.2019
- Recruited to turn around an underperforming contact center with 100 +/- supervisors and union associates, restoring operational focus and performance accountability.
- Implemented customer-focused coaching strategies and performance reviews to elevate sales and service attainment from 65% to 140% year-over-year.
- Enhanced strategic product performance, achieving 114% of unit goal across broadband voice and video services.
- Analyzed and rectified personnel and sales performance discrepancies to boost employee morale and elevate customer satisfaction levels.
Senior Business Analyst, Operations
Frontier Communications
Fort Wayne, IN
01.2010 - 02.2017
- Managed implementation of pay-for-performance compensation initiatives across 27 states to optimize workforce performance for over 3000 employees.
- Created comprehensive quota models and growth strategies to optimize sales processes and increase performance transparency.
- Led the development of executive KPI reporting on revenue, expenses, and service performance. Partnered strategically with finance to refine forecasting methods for expense analysis and revenue trends.
- Streamlined reporting accuracy to 98%+ through the implementation of standardized views and automation of refresh processes, significantly reducing manual workload.
Education
Certified Medallia Administrator -
Medallia, Inc.
Operational Customer Experience Management Certificate -
Medallia, Inc.
Project Management Fundamentals Certificate - undefined
Udemy
Security Clearance - undefined
Public Trust, United States Treasury
Primary Leadership and Development Course - undefined
U.S. Army NCO Academy
MBA - Business Administration And Management
Indiana Wesleyan University
Marion, INBachelor of Arts - Political, Legal And Economic Analysis
Mills College
Oakland, CASkills
- Strategic process optimization
- CX Strategy, VoC Program Leadership & Journey Mapping
- KPI Governance, Dashboard Development & Executive Reporting
- Sales, Revenue, Budgeting & Productivity Improvement
- Root-Cause Analysis, Process Redesign & Change Management
- Cross-Functional, Vendor & Union Team Partnerships
- Survey & VoC Platforms: Medallia, JD Power, Bain NPS Prism, Qualtrics XM
- Text & Speech Analytics: AI-powered tools, Medallia, Qualtrics Discover
- CX Methods: Journey Mapping, NPS, Operationalizing CX, Text/Speech Analytics
- Metrics: NPS, CSAT, Sentiment Analysis, Customer Health, KPI Dashboards
Timeline
Customer Experience Strategist
IRS - Taxpayer Experience Office
08.2024 - 09.2025
Senior Manager, Customer Insights
Frontier Communications
02.2019 - 08.2024
Manager, Residential Sales and Service Center
Frontier Communications
02.2017 - 02.2019
Senior Business Analyst, Operations
Frontier Communications
01.2010 - 02.2017
Primary Leadership and Development Course - undefined
U.S. Army NCO Academy
Security Clearance - undefined
Public Trust, United States Treasury
Project Management Fundamentals Certificate - undefined
Udemy
Operational Customer Experience Management Certificate -
Medallia, Inc.
Certified Medallia Administrator -
Medallia, Inc.
MBA - Business Administration And Management
Indiana Wesleyan University
Bachelor of Arts - Political, Legal And Economic Analysis
Mills College
Core Competencies
- Customer Experience
- Strategic Planning
- Program Management
- Vendor Management
- Union Team Leadership
- Executive Storytelling
- Customer Segmentation
- Compensation Programs
- Operational Transformation