Sarah Kavalier
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
Work History
Sales Support Coordinator - Team Lead
Windstream
01.2015 - 10.2023
- Collaborated with cross-functional teams to resolve project issues and deliver successful product implementations.
- Responded to specific customer requests, including RFP responses and industry-specific solutions.
- Helped team implement successful sales strategies for complex engineering projects.
- Wrote and updated sales and service contracts for sales.
- Met project deadlines without sacrificing build quality or workplace safety.
- Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
- Contributed to development of software programs and tools focused on enabling sales team to communicate and operate more efficiently.
- Developed working knowledge of CRM to effectively track sales leads and activities.
- Support and train sales on current and new processes.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Held weekly team meetings to inform team members on company news and updates.
- Establish and streamline department processes.
- Create reports, track, and discuss metrics on monthly, and yearly basis with all ranks to ensure results
- Utilized creative problem-solving skills to overcome technical challenges with sales process.
Network Operations Technician I
PAETEC
01.2010 - 01.2015
- Meet and maintain dialog with support teams and vendors to support data center operations and projects
- Monitor servers, network, and applications
- Ensure monitoring of batch scheduling and backup jobs and perform initial troubleshooting and escalation as documented upon failure
- Provide support including on-site troubleshooting and escalation of operational issues including network, hardware, and software
- Coordinated bridge calls, communication to engage resources and vendors to resolve issues.
- Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Diagnosed and executed resolution for network and server issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Executive Escalations
McleodUSA
01.2002 - 01.2015
- Analyzed FCC & BBB complaint data to identify root causes, trends, issues and regulatory concerns.
- Developed effective relationships with all call center departments through clear communication
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Coordinated bridge calls, communication to engage resources to resolve customer complaint.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Specialist
McLeodUSA
01.1998 - 01.2002
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted current subscribers with all telephone inquiries and provided troubleshooting-resolutions for technical problems.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Diploma -
Hudson High School
Hudson08.1998
Skills
- Salesforce
- Citrix
- CRM Software
- Google Docs
- Sales Support
- Adobe Lightroom
- Adobe Photoshop
- User Acceptance Testing (UAT)
- Microsoft Office proficiency
- Business Development
- Order processing
- Performance tracking
- Documentation
Timeline
Sales Support Coordinator - Team Lead
Windstream
01.2015 - 10.2023
Network Operations Technician I
PAETEC
01.2010 - 01.2015
Executive Escalations
McleodUSA
01.2002 - 01.2015
Customer Service Specialist
McLeodUSA
01.1998 - 01.2002
Diploma -
Hudson High School
Similar Profiles
Christopher BlackChristopher Black
Business Service Technician at WindstreamBusiness Service Technician at Windstream
JUAN LOPEZJUAN LOPEZ
Sales Representative at WindstreamSales Representative at Windstream
Tommy TharpTommy Tharp
Customer Service Technician at WindstreamCustomer Service Technician at Windstream
Cameron ConleyCameron Conley
Field Technician CST 2 at WindstreamField Technician CST 2 at Windstream
Brenda EspinozaBrenda Espinoza
Senior Sales Support Coordinator (Team Lead)/Sales at HD SupplySenior Sales Support Coordinator (Team Lead)/Sales at HD Supply