Summary
Overview
Work History
Education
Skills
Find me on LinkedIn
Certification
Professional Recognition
Community Involvement
Timeline
Generic

Sarah D. White

Noble,OK

Summary

Quality and Care Advocate with 10 years of experience creating ideal customer interactions; 5 years mentoring others and designing content for training and development. Skilled in project support with a proven record of independently driving solutions within a remote environment.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Knowledge Management Designer/ Business Analyst

JPMorgan Chase & CO
12.2022 - Current
  • Observes, analyzes, and synthesizes business processes to create workflows/SOPs used by company leadership in multiple departments.
  • Created an application using Microsoft tools to streamline recognition, reducing labor required by 66% and received commendation for the app's swift implementation and exceeding leader expectations.
  • Selected to lead the company's Digital Adoption initiative, planning and curating content to enhance advisor's proficiency using tools.
  • Developed an automated employee database, facilitating organization-wide report generation, promoting team collaboration, and ensuring accurate data is reported to clients, earning recognition from supervisors.
  • Designed a framework for a multi-department ticketing system to enhance communication and task management, aiming to streamline ticket submission and expedite issue resolution.
  • Conducted focus groups with customer-facing agents and collaborated with leadership to enact changes based on feedback.
  • Collaborated on a two-person team to audit over 150 knowledge articles spanning three systems.

Customer Care Advocate

Hallmark
08.2020 - 11.2022
  • Independently designed an interactive procedure database to consolidate Hallmark Movies knowledge articles to a format with higher accessibility standards
  • Generated solution portals utilizing simple yes/no questions to increase accessibility and reduce repeated questions in the chat
  • Implemented workflows featuring embedded feedback and automated reporting capabilities using Microsoft Bi
  • Elevated team communication as the sole member to participate in both Hallmark's first Fun Committee and the Empathy Library
  • Proposed and designed weekly knowledge checks for front-line agents that resulted in lower AHT and higher team engagement scores
  • Instituted new practices to train agents and ensure a consistent quality while adhering to budget restraints and project deadlines.

Member Services Coordinator

Enterprise Holdings
01.2020 - 05.2020
  • 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.

Customer Care Manager

U.S. Cellular
12.2017 - 12.2019
  • Developed personalized reference material and processes to support individual development of team members
  • Upheld expert-level knowledge of newly released devices, network features, and billing plans to assist escalated customers and answer associate questions
  • Facilitated weekly training sessions over company updates, common issues, and procedures
  • Obliterated 60% targeted 'all fives' customer surveys with an average of 75% positive surveys up to 85%.

Customer Care Specialist

Dish Network
12.2015 - 01.2017
  • Resolved 20-50 customer issues each day
  • Defused customer concerns, explained technical concepts, and prioritized solutions for escalated customers
  • Top performer in Showtime and HBO sales initiatives
  • Clearly explained complex technical processes in a digestible language to non-technical users.

Operations Management Intern

Roserock Technologies
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.
  • Created service estimates and diagrams for potential customers.

Education

New Media Communications -

Loyola University
Chicago, IL

Digital Media -

Daniel Webster
Tulsa, OK

Skills

  • Zendesk
  • Salesforce
  • Microsoft Office
  • Google Suite
  • Remote Collaboration
  • Database Management
  • Types 60 WPM
  • Process Improvement
  • Content Creation
  • Quality Assurance
  • Customer/Client Support

Find me on LinkedIn

https://www.linkedin.com/in/sarahdianewhite/

Certification

  • A+ Certified, Troubleshooting and Repair of Microsoft Hardware and Software, COMPTIA

Professional Recognition

  • Top Affirmative Care Performer (Hallmark, 2020)
  • Three-time Way2Go Award Nominee (Hallmark, 2021-2022)
  • Employee of the Month (U.S. Cellular, May 2019)
  • 10+ Dynamic Deeds Recipient (U.S. Cellular, 2018-2019)
  • PAW Award (Dish Network, 2017)

Community Involvement

Kennel Assistant

Tulsa Animal Welfare

Aug 2014 - Present

  • Assisted in cleaning, feeding, and caring for animals.
  • Fostered 30+ puppies and dogs waiting for their forever homes.


 Kitchen Volunteer

St John Baptist Church 

Mar 2009 - Oct 2011 

  • Partnered with the local church to transport, feed, and offer resources to the homeless community.

Timeline

Knowledge Management Designer/ Business Analyst

JPMorgan Chase & CO
12.2022 - Current

Customer Care Advocate

Hallmark
08.2020 - 11.2022

Member Services Coordinator

Enterprise Holdings
01.2020 - 05.2020

Customer Care Manager

U.S. Cellular
12.2017 - 12.2019

Customer Care Specialist

Dish Network
12.2015 - 01.2017

Operations Management Intern

Roserock Technologies
09.2013 - 12.2016

New Media Communications -

Loyola University

Digital Media -

Daniel Webster

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