Sarah McKay
Glendale,AZ
Summary
Results-driven Operations and Support Analyst with over 10 years of experience in SaaS, utilities, and consulting sectors. Expertise in delivering exceptional customer support, conducting comprehensive business analysis, and optimizing systems for increased efficiency. Proficient in analyzing complex datasets and troubleshooting issues to implement scalable solutions that significantly enhance client satisfaction and operational performance. Committed to leveraging analytical skills and industry knowledge to drive continuous improvement and support organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Analyst
Raybern Consulting
09.2024 - 08.2025
- Analyzed meter reading & billing data to improve reporting accuracy prior to implementation of new software.
- Coordinated project timelines, ensuring alignment with organizational goals and stakeholder requirements.
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Created custom reports and visualizations to support decision-making processes.
- Built actionable deliverables reducing operational errors.
- Created workflows in ProcedureFlow to support software adoption.
- Maintained client dashboards in HubSpot.
Business Analyst
VertexOne
10.2023 - 07.2024
- Performed root cause analysis on client reported tickets, reducing issue resolution time.
- Liaised between clients and engineering to validate requirements.
- Led UAT for enhancements and issue resolutions.
- Authored documentation and process workarounds.
- Collaborated with cross-functional teams to define project requirements and deliver actionable insights.
Client Analyst
Syntellis Performance Solutions
03.2023 - 10.2023
- Delivered frontline Salesforce support for budgeting & planning software.
- Facilitated training and produced knowledge base content.
- Provided SME support for customer escalations.
- Delivered exceptional client support by resolving inquiries through phone and email communication.
- Collaborated with cross-functional teams to enhance software functionality based on user needs.
- Implemented best practices for troubleshooting technical issues, reducing resolution times significantly.
Support Analyst
Advanced Utility Systems
12.2019 - 12.2022
- Troubleshot CIS issues for water, sewer & trash utilities.
- Conducted performance assessments improving system reliability.
- Served as primary client support liaison.
- Provided technical support for software applications, enhancing user satisfaction and system performance.
- Analyzed customer issues to identify trends, improving resolution processes and user documentation.
- Facilitated troubleshooting of complex software problems, reducing downtime and improving operational workflows.
Regional Team Lead
FATHOM
08.2019 - 12.2019
- Supervised 5–7 agents and coached staff to exceed KPIs & SLA compliance.
- Resolved escalated cases achieving greater than 90% resolution rate.
- Managed Zendesk ticketing and produced billing statements.
- Developed training programs to improve team performance and foster skill development.
- Analyzed performance metrics to identify areas for improvement and optimize resource allocation.
Operations Support Specialist
FATHOM
03.2018 - 08.2019
- Produced performance reports used for strategic decisions.
- Conducted QC reviews for compliance and accuracy.
- Streamlined operational processes to enhance efficiency and support team objectives.
- Coordinated cross-departmental communication to resolve issues and improve workflow.
- Implemented process improvements that reduced response time for customer inquiries.
- Monitored daily operations, identifying areas for improvement and increasing productivity.
Contact Center Lead
FATHOM
04.2016 - 03.2018
- Supervised 10–13 agents with focus on coaching & quality.
- Led team in resolving customer inquiries and escalations to enhance service quality.
- Trained and mentored new staff, fostering a collaborative team environment.
- Monitored performance metrics to ensure adherence to service level agreements (SLAs).
Contact Center Agent
FATHOM
02.2015 - 04.2016
- Resolved utility billing inquiries and processed accounts accurately.
- Managed high-volume inbound calls, ensuring efficient resolution of customer inquiries and issues.
- Utilized CRM software to track customer interactions and maintain accurate records.
Education
High School Diploma -
Mountain Ridge High School
Glendale, AZ05-2005
Skills
- Business & Data Analysis (SQL, Reporting, Dashboards)
- Process Improvement & Workflow Design
- Customer & Technical Support
- Software Implementation & UAT Testing
- Documentation, Knowledge Base & Training
- CRM & Ticketing Systems (HubSpot, Salesforce, Zendesk, JIRA)
- Tools: Asana, SQL Server, JIRA, Salesforce, HubSpot, Zendesk, ProcedureFlow
- Productivity: Excel, PowerPoint, Outlook, Google Docs & Sheets
Certification
Hubspot Inbound - December 2024
Hubspot Content Marketing - December 2024
Timeline
Operations Analyst
Raybern Consulting
09.2024 - 08.2025
Business Analyst
VertexOne
10.2023 - 07.2024
Client Analyst
Syntellis Performance Solutions
03.2023 - 10.2023
Support Analyst
Advanced Utility Systems
12.2019 - 12.2022
Regional Team Lead
FATHOM
08.2019 - 12.2019
Operations Support Specialist
FATHOM
03.2018 - 08.2019
Contact Center Lead
FATHOM
04.2016 - 03.2018
Contact Center Agent
FATHOM
02.2015 - 04.2016
High School Diploma -
Mountain Ridge High School