Summary
Overview
Work History
Education
Skills
Timeline
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Sarah A. Valle

Chicago,IL

Summary

Dedicated and results-oriented professional with a background as a Call Center Supervisor, now seeking to pivot into dynamic field of cybersecurity. Known for effective leadership, strategic problem-solving, and a strong commitment to team success, I bring a solid foundation in communication and organizational skills.



Overview

5
5
years of professional experience

Work History

Call Center Supervisor

H&M Hennes & Mauritz
08.2018 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Collaborated with supervisors to escalate and address customer inquiries and technical issues.
  • Documented interactions using ticketing systems to manage and process support action and requests
  • Managed high levels of call flow and responded to ServiceNow technical support needs.
  • Resolved technical issues across multiple systems
  • Monitored inbound and outbound freight operations to establish timely delivery of packages.
  • Tracked orders and notified customers of status or potential delays.

Education

CyberSecurity Certificate -

University of Chicago
Chicago, IL
02.2024

Skills

    ServiceNow

    Security Management:

    SIEM (Splunk), Wireshark, Port Security, Honeypot, AWS Security Groups

    Programming & Analytics:

    Python, SQL, Powershell

    Operating Systems:

    Window Client (7 & 10), Window Server 2012, Linux (Ubuntu, Debian, Kali)

Timeline

Call Center Supervisor

H&M Hennes & Mauritz
08.2018 - Current

CyberSecurity Certificate -

University of Chicago

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Sarah A. Valle