Job Search Status
Open to workDesired start date: Immediately
Open To Work
SARAH OLAGUE
Reno,NV
Work Preference
Summary
Dynamic Senior Business Operations Analyst and Salesforce Administrator with over 15 years of experience in optimizing business processes, fostering cross-functional collaboration, and enhancing operational efficiency. Expertise in project management, Salesforce administration, and process improvement, consistently implementing automation, data analytics, and performance metrics to streamline workflows and boost productivity. Proficient in managing complex projects and supporting change management initiatives while delivering innovative, customer-focused solutions that elevate satisfaction and drive business success. Committed to leveraging analytical insights and strategic thinking to propel organizational growth and operational excellence.
Overview
13
13
years of professional experience
Work History
SR Business Operation Analyst
LevelBlue FKA AT&T Cybersecurity
01.2018 - 01.2026
- Served as Business Analyst and system administrator for Salesforce, aligning CRM capabilities with business objectives.
- Gathered and documented requirements, translating business needs into custom objects, fields, Flows, and automated email alerts.
- Served as the primary point of contact for after-sales departments, ensuring seamless updates and implementation of new processes.
- Guided multiple departments on best practices for after-sales operations, enhancing customer support and retention.
- Implemented automation solutions in Salesforce to boost operational efficiency and strengthen communication with customers.
- Directed efforts to analyze and resolve operational challenges, driving process improvements and workflow optimization.
- Developed and enhanced productivity and performance metrics across teams to support strategic goals.
- Applied critical thinking and logical reasoning to evaluate alternative solutions and determine optimal approaches to complex problems.
- Diagnosed and resolved task- and system-level issues, minimizing downtime and improving user experience.
- Identified complex problems, analyzed relevant data, and implemented solutions to achieve measurable business outcomes.
- Designed and built reports and reporting tools to support data-driven decision-making and operational effectiveness.
- Maintained and updated company policies, guidelines, tools, templates, and process documentation.
- Led and participated in cross-functional projects, providing direction, feedback, and subject matter expertise to teams across the organization.
Support Operations Supervisor
Alien Vault
01.2013 - 01.2018
- Track & monitor daily workload to ensure client & operations expectations are met.
- Provide staff direction in analyzing and resolving escalated operational problems.
- Establish and implement work flows, best practices and standards.
- Assist in the maintenance and configuration of internal monitoring systems.
- Establishes & maintain department standards for productivity, reliability and accuracy.
- Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Diagnoses and resolves task and system issues/problems.
- Identifies complex problems and analyzes related information to develop options and implements solutions to achieve expected results.
- Build & manage call-flow, customer experience, segmentation and queuing.
- Drive process improvements, best-practice sharing and standardization across global operations processes.
- Lead and participate in cross-functional projects; provide direction, advice, and feedback to people who are not direct reports.
- Directing and overseeing all aspects of an CSC’s customer service policies, objectives, and initiatives.
- Operations Management for the global function across sites and geographies.
- Acts as Subject Matter Expert for selected processes, i.e. acts as internal expert on a specific topic/as advisor to other colleagues, maintains, develops and communicates internal process knowledge, acts as window person to the specialist function(s).
- Maintains applicable Policies, Guidelines, tools, templates and instructions.
Education
High School Diploma -
Notre Dame High School
BelmontSkills
- 10 Key - INTERMEDIATE
- Confluence - INTERMEDIATE
- Customer Service - EXPERT
- Excel - ADVANCED
- Google Sheets - INTERMEDIATE
- JIRA - INTERMEDIATE
- Leadership - ADVANCED
- NetSuite SRP - BEGINNER
- Outlook - ADVANCED
- PowerPoint - INTERMEDIATE
- Project Management - ADVANCED
- SalesForce Admin - ADVANCED
- Teamwork - ADVANCED
- DocuSign - BEGINNER
- Clari - BEGINNER
- Word - EXPERT
Websites
Timeline
SR Business Operation Analyst
LevelBlue FKA AT&T Cybersecurity
01.2018 - 01.2026
Support Operations Supervisor
Alien Vault
01.2013 - 01.2018
High School Diploma -
Notre Dame High School