Sarah Gerald
Chicago,IL
Summary
Talented and accomplished people leader with over 14 years' experience in the technology space, specializing in building, motivating and retaining high performance teams. Demonstrated success in people analytics, departmental strategy, project and performance management, system and tool integration, and business operations. Highly proficient communicator effective at managing relationships between strategic leadership, third-party vendors and clients.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Human Resources Project Manager
EClerx - CONTRACT
08.2023 - Current
- Manage the content creation and distribution for the launch of a comprehensive management training program
- Maintain the program’s impact assessment through the implementation of pulse surveys, online engagement, and a final survey, providing actionable insights for continuous improvement.
- Collaborate with leadership to define and consolidate digital consultant roles, successfully merging financial market and digital channels to enhance role placement and improve company retention strategies.
- Supported the creation of a KYC engagement survey, working with HR leaders to promote and distribute it effectively across the organization.
- Developed and maintained Qualtrics dashboard to analyze key data points in employee engagement, enabling data-driven decision-making and strategic planning.
- Provide support in various employee relations issues, contributing to an efficient work environment and resolving concerns in a timely and effective manner.
Technical Support Manager
Quivers, Inc.
05.2022 - 08.2023
- Managed outsourced technical support team and Team Leads to ensure that all client inquiries were resolved in efficient and professional manner.
- Established competitive KRAs, and maintain average 1-hour FRT, 48-hour ART, 80% one-touch tickets and > 94% Good CSATs
- Worked closely with the engineering team team via Jira for API, middleware, plugin and internal customization issues
- Created and maintain documentation for support processes and systems.
- Kept up with the latest developments in e-commerce platforms, API integrations, plugins, and middleware.
Project Manager
BrainCheck, Inc
02.2021 - 02.2022
- Planned, designed, and scheduled phases for large projects.
- Worked with leadership stakeholders to plan and develop scope, deliverables, executive summaries, and timelines for new initiatives.
- Developed onboarding program for hospital practitioners, including PCPs, NPs and staff.
- Analyzed and evaluated gaps in business and introduced project initiatives for management and cross-functional teams (sales and customer support).
- Created and introduced app user guides, maintenance documents, and project documentation.
Customer Care Manager
Favor Delivery, Inc
09.2018 - 09.2020
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established and standardized Customer Care Department within larger Support Team.
- Created KPI's and macros, trained team to implement, meet and exceed on consistent basis - SLAs in email channel reduced from 14 days to 48 hours, one-touch resolutions from 40% to over 80%.
- Implemented customer satisfaction metrics and drove survey results into the organization for continuous improvement - included NPS and CSAT, CSAT average from 65% to 91%
- Analyzed contact rate within Support Org and integrated automation capabilities, processes and technical training in Zendesk Assisted in forecasting volume among 3 different channels and build out scheduling.
- Worked alongside leadership teams within Product, Marketing, Engineering to streamline customer messaging, product releases and overall collaboration and communication.
Client Experience Manager
StitchFix, Inc
10.2017 - 08.2018
- Managed, measured, tracked and resolved customer issues to achieve timely resolutions.
- Lead and managed a team of Client Experience Associates by communicating objectives, providing performance feedback, and developing team members to provide exceptional customer service across a range of channels
- Coached and actively managed agent performance to meet client and efficiency metrics; developed and executed personalized performance management plans, while owning team operational functions.
Human Resources Advisor
Drillinginfo, Inc
06.2016 - 10.2017
- Coordinated employment offers with management and extended offers to selected candidates.
- Researched, implemented and trained on worldwide HRIS system, Ultipro
- Promoted culture initiatives to formulate people analytics for Leadership - included bi-annual 360, monthly Pulse surveys and in-person subgroups to align feedback with higher business objectives
- Integrated and merged policies and procedures during acquisitions
- Counseled management teams on ER practices, handled all involuntary termination procedures
HR Operations Generalist
SpareFoot, Inc
07.2015 - 12.2015
Team Lead, Support Department
Sparefoot, Inc.
07.2014 - 07.2015
Support Agent, Support Department
SpareFoot, Inc.
02.2014 - 07.2014
Human Resources Manager
Cloud, Sixteen, Inc
04.2009 - 12.2013
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Created all HR processes, scaling the company from 15 to 100+ employees, included benefits and HRIS implementation, PEO introduction and integration, recruiting and interviewing processes, ER procedures, 401k management, various trainings and legal compliance, health and wellness initiatives.
- Orchestrated full-cycle HRIS implementation on 2 systems, Insperity and Trinet.
- Partnered with CEO and oversaw employee relations, managed all termination and separation procedures.
- Created multiple management trainings, included interviewing and ER issues.
- Developed and executed recruiting strategy
Office Manager
Cloud, Sixteen, Inc
11.2008 - 04.2009
Education
Bachelor of Arts in Anthropology, Spanish -
University of Texas in Austin
05.2008
Skills
- People Analytics
- Departmental Strategy
- Project Management
- Performance Management
- System Integration
- Business Operations
- Employee Relations
- Coaching
- Supervision and leadership
- Customer Experience
- HRIS Implementation
- Training
- Legal Compliance
- Decision-Making
- Analytical and Critical Thinking
Certification
- Sandler Sales Certification (2015)
- PMP Cohort Training (Project Management)
Languages
Spanish
Professional Working
Timeline
Human Resources Project Manager
EClerx - CONTRACT
08.2023 - Current
Technical Support Manager
Quivers, Inc.
05.2022 - 08.2023
Project Manager
BrainCheck, Inc
02.2021 - 02.2022
Customer Care Manager
Favor Delivery, Inc
09.2018 - 09.2020
Client Experience Manager
StitchFix, Inc
10.2017 - 08.2018
Human Resources Advisor
Drillinginfo, Inc
06.2016 - 10.2017
HR Operations Generalist
SpareFoot, Inc
07.2015 - 12.2015
Team Lead, Support Department
Sparefoot, Inc.
07.2014 - 07.2015
Support Agent, Support Department
SpareFoot, Inc.
02.2014 - 07.2014
Human Resources Manager
Cloud, Sixteen, Inc
04.2009 - 12.2013
Office Manager
Cloud, Sixteen, Inc
11.2008 - 04.2009
Bachelor of Arts in Anthropology, Spanish -
University of Texas in Austin