Summary
Overview
Work History
Education
Skills
Timeline
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Sarah Whitted

Montgomery

Summary

Detail oriented and experienced customer service supervisor with four years of experience in managing teams and improving customer experience. Proficient in analyzing data and implementing process improvements. Possesses strong communication and leadership skills, with experience in creating daily shift schedules and training new staff. Extremely proficient in all Microsoft Office Skills with an emphasis on Excel. I also can adapt to change quickly and find resolutions that others might not think of to assist our team.

Overview

5
5
years of professional experience

Work History

Senior Technical Support Advisor

Conduent
Montgomery
04.2025 - Current
  • Provided support to customers via phone, email, text and voicemail with extreme care and diligence
  • Educated advisors on their roles and how to resolve difficult technical issues
  • Ensuring that customers’ issues were completely resolved and if they did not understand the resolution, I would present the resolution in a different way to them that is easy to understand
  • Communicated to our engineers any issues that may remain unresolved so they can assist in additional troubleshooting steps
  • Maintained extremely high customer satisfaction scores by being able to deliver empathetic resolutions and leadership
  • Delivered advanced technical support for multiple products including iOS and MacOS issues.

Supervisor

Conduent
Montgomery
04.2022 - Current
  • Managed a team of 25 customer service representatives, providing guidance and support to ensure high-quality customer interactions
  • Met with team members on a weekly basis to ensure they understood their goals and coach them towards meeting their own personal goals
  • Led weekly team meetings to communicate updates, provide coaching, and address any concerns or challenges faced by the team members.
  • Consistently met and exceeded all KPI’s required by our client
  • Monitor all customer feedback and give clear feedback to our team members to help them understand how they can improve
  • Developed and maintained departmental policies and procedures to ensure consistency and compliance with company standards

Lead Hostess

Terra Vino
The Woodlands
08.2021 - 02.2022
  • Trained new host/hostess staff on proper greeting procedures, reservation management, and handling difficult situations
  • Resolved guest complaints or concerns promptly and professionally to ensure a positive dining experience

Lead Front Desk Agent

Springhill Suites by Marriott
Spokane
06.2020 - 08.2021
  • Maintained accurate records of room availability and guest accounts, ensuring efficient reservation management
  • Resolved guest complaints promptly ensuring guests had the highest satisfaction during their stay
  • Created reports daily and weekly for room availability, clean rooms, rooms need to be cleaned, and out of order rooms for repair
  • Managed a team of 6 front desk agents and trained them on proper check-in procedures and how to handle difficult situations.

Education

Bachelor of Science - Environmental and Ecosystem Sciences

Washington State University
Pullman, WA
05.2019

Skills

  • Advanced technical support
  • iOS troubleshooting
  • MacOS troubleshooting
  • Windows 10 and 11 troubleshooting
  • Policy development
  • Customer relationship management
  • Microsoft Office with high proficiency in Excel
  • Detail-Oriented
  • High ability to find RCA and coach
  • Critical thinking and problem Solving

Timeline

Senior Technical Support Advisor

Conduent
04.2025 - Current

Supervisor

Conduent
04.2022 - Current

Lead Hostess

Terra Vino
08.2021 - 02.2022

Lead Front Desk Agent

Springhill Suites by Marriott
06.2020 - 08.2021

Bachelor of Science - Environmental and Ecosystem Sciences

Washington State University

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Sarah Whitted