Sarah Rogers

• Planned, designed, and scheduled phases for large projects.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Developed and implemented strategic project plans to meet business objectives.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Analyzed project performance data to identify areas of improvement.
• Tracked performance of 10+ analysts closely to quickly intervene in blockers or delays.
• Maintained open communication by presenting regular updates on project status to customers.
• Verified quality of deliverables and conformance to specifications before submitting to clients.
• Managed projects from procurement to commission.

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• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Supported realtime and scheduling inquiries across Apple's Retail Contact Center, while maintaining top performance which reflects positively in bi-annual reviews.
• Contains in depth understanding of tools and applications that make up Apple and are available to our members and be able to provide comprehensive support on them
• Established greater than average rapport with 20+ internal teams across Apple in order to provide them optimal support and satisfaction
• Maintained working knowledge of all bugs, fixes and updates within Apples Retail Contact Center while tactfully guiding customers through prescribed workarounds.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Prepared and maintained reports, processes, procedures and policies.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Produced and updated documents, reports, and tracking spreadsheets using Tableau, Chorus/Wrike and Box.
• Set and adjusted to schedules to maintain optimal coverage and service levels during seasonal peaks as needed.
• Managed real-time inbound call traffic across multiple contact center locations. By working closely with stakeholders.

• Developed and updated onboarding materials, keeping pace with changes to market place and company.
• Onboarded 11,000+ retail specialists to Apple's Retail Contact Center during global pandemic
• Collaborated with different staff and management to facilitate department-specific onboarding.
• Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
• Reviewed onboarding processes regularly, identifying and correcting deficiencies.
• Provisioned new hires with department specific accesses and tools.

• Cultivated relationships with new customers and maintained good partnerships with existing clients.
• Assisted department with email-based and chat support when call center was experiencing high volume or peak seasons.
• Asked open-ended questions to determine which products or services would be best fit for customer's needs.
• Assisted customers with order placement, product returns and order tracking.
• Assisted team leader with coaching and mentoring of new employees.
• Supported 50+ customer conversations daily and provided timely, knowledgeable assistance.
• Trained new team members on live chat procedures and customer service protocols.
• Researched customer inquiries to provide accurate and up-to-date information.
• Handled inbound customer chat conversations from various websites.
• Documented all customer information accurately in computer system, providing dated notes for future reference.
• Cross-trained and provided backup support for organizational leadership.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Sought ways to improve processes and services provided.
• Educated customers about billing, payment processing and support policies and procedures.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.