Sarah D. White
Tulsa,OK
Summary
Creative and curious leader with extensive experience in digital media, team management, and continuous improvement. Well-versed in strategies for successfully modernizing workplaces. Skilled at project support with proven history of independently driving solutions in a remote environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Care Advocate
Hallmark
Remote
08.2020 - Current
- Analyzed call drivers and leveraged Microsoft skills to configure interactive knowledge articles now used in three separate business channels.
- Designed weekly training courses featuring integrated comprehension checks that reduced agent questions in chat by 40%.
- Collaborated with management to create fun team-building activities, increasing employee engagement 23% in 2021.
Customer Care Manager
U.S. Cellular
Tulsa, OK
12.2017 - 12.2019
- Managed team of 20 customer service, social media, and marketing representatives in exceeding team goals by up to 40%.
- Exceeded target of 60% "all fives", averaging 75% positive CSAT scores.
- Conducted meetings educating team members about new products, services, and troubleshooting procedures in various devices and software.
- Led individual coaching sessions to review performance and accomplish S.M.A.R.T. goals.
Member Services Coordinator
Enterprise Holdings
Remote
01.2020 - 05.2020
- Researched and documented vehicle, technical, and scheduling concerns.
- Coordinated with other departments to provide account and fleet support to local groups.
- Efficiently managed professional development with varying call volumes, from back-to-back up to 2- 4 hours in between each interaction.
Technical Support
AT&T
Tulsa, OK
03.2017 - 11.2017
- Assisted 10- 20 customers each day to resolve difficult technical issues.
- Translated complex technical issues into digestible language for non-technical users.
Customer Care Specialist
Dish Network
Tulsa, OK
12.2015 - 01.2017
- Expertly handled 20- 50 calls per day while maintaining positive attitudes and focusing on customer satisfaction.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Used exceptional communication to connect with customers, assess needs and present solutions.
Intern
Roserock Technologies
Skiatook, OK
09.2013 - 12.2016
- Completed research, compiled data, updated spreadsheets and produced timely reports.
- Assisted in equipment set-up and basic troubleshooting of Virtual Machines within educational environments, which led to deeper understanding of software and network technology.
Volunteer
Tulsa Animal Welfare
Tulsa, OK
06.2014 - 05.2016
- Assisted in facility maintenance and adoption/ fostering of animals.
- Supported staff with clerical work and other office tasks (40 hours).
Education
Digital Media, With Honors
Daniel Webster
Tulsa, OK05.2014
Skills
- Zendesk
- Salesforce
- Microsoft Office
- Google Suite
- Remote Collaboration
- Database Management
- SaaS
- Sales and Positioning
- Types 60 WPM
- Network Security
- Diagnosis and Repair
Certification
- A+ Certification for Troubleshooting and Repair of Microsoft Hardware and Software, CompTIA - 2014
- Problem Solving Techniques
- Communication Within Teams
- Efficient Time Management
- How to Support Employee's Well-Being
- Staying Positive in the Face of Negativity
- Social Media Marketing through Facebook and Twitter
Accomplishments
- "Top Affirmative Care Performer" (Hallmark, 2020).
- Three-time Way2Go Award Nominee. (Hallmark, 2021- 2022)
- Employee of the Month (U.S. Cellular, May and August 2019)
- 10+ Dynamic Deeds Recipient (U.S. Cellular, 2018-2019)
- "PAW" Award (Dish Network, 2017)
Timeline
Customer Care Advocate
Hallmark
08.2020 - Current
Member Services Coordinator
Enterprise Holdings
01.2020 - 05.2020
Customer Care Manager
U.S. Cellular
12.2017 - 12.2019
Technical Support
AT&T
03.2017 - 11.2017
Customer Care Specialist
Dish Network
12.2015 - 01.2017
Volunteer
Tulsa Animal Welfare
06.2014 - 05.2016
Intern
Roserock Technologies
09.2013 - 12.2016
Digital Media, With Honors
Daniel Webster