Accomplished and adaptable leader with a strong track record in dynamic environments. Committed to acquiring and sharing knowledge to benefit peers and the organization. Collaborative nature that is recognized for building strong relationships and empowering environment in fast-paced settings. Skilled problem solver, bringing 13 years of expertise to advance company objectives and execute projects with meticulous attention to detail.
Hi, I’m
Sara Jackson- Williams
Senior Project Manager
Struthers,OH
Summary
Overview
13
years of professional experience
2
years of post-secondary education
Work History
AT&T MobilityRemote Worker
Senior Project Program Manager
05.2022 - Current
Job overview
- Provided program management expertise in lean Six Sigma strategies and agile methods, practices and execution.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Developed and maintained logistics workflows, procedures and reports.
AT&T MobilityRemote Worker
Manager, Customer Support Specialist
03.2020 - 05.2022
Job overview
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed and motivated employees to be productive and engaged in work.
- Exceeded retention rate by 3% when onboarding new employees with training and new hire documentation.
AT&T MobilityBoardman, OH
Assistant Team Manager
01.2016 - 03.2020
Job overview
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Led employee relations through effective communication, coaching, training, and development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Coordinated team collaboration to share ideas and build best practices among 20 agents at a time.
AT&T MobilityBoardman, OH
Customer Support Representative
06.2010 - 01.2016
Job overview
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Documented customer interactions and assisted cross-functionally with billing and technical support to deliver exceptional customer service.
- Connected with customers to address questions and resolve issues through phone and email.
Education
Youngstown State UniversityYoungstown, OH
BBA from Business Management (Project Management)
08.2023 - Current
University Overview
Eastern Gateway Community CollegeYoungstown, OH
Associate Degree from Business Management (Human Resources
03.2021 - 12.2022
University Overview
Skills
Verbal and written communication
undefinedAdditional Information
Additional Information
- Thrive Graduate 2022 (AT&T's self nomination internship program. Selected as one of seventy participants from a nomination pool of over 1,100)
- Summit 2021 (Awarded to the top 2% of performers among of all AT&T Mobility)
- Service Excellence Award Recipient 2015 (Given to employees who have gone above and beyond the normal functions of their job)
Accomplishments
Accomplishments
- Reporting: Improved relationships across three call centers by developing metrics and reporting that worked to reduce invalid cases coming to the technical team. Reporting resulted in a 34% decrease in case volume and 27% improvement in resolution rate.
- Cost Savings: Collaborated with call center leadership to identify emerging customer trends which prevented over 150 hours in overtime.
- Process Improvements: Developed methods to integrate customer callback procedure and account research to significantly improve workflow efficiency.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
We gotta do much more than believe if we wanna see the world change.
Quirky Details
Quirky Details
- I recently restored a '68 Camaro 50k original miles after it had it a telephone pole by it's previous owner 20 years earlier.
- I was a guest on Jillian Michaels' podcast, Keeping It Real.
- I enjoy Dave Matthews Band, maybe more than most would say I should. I have traveled to see them in Germany, Mexico, and 15 states.
- I have appeared on a national commercial for Healthy Wage for losing weight. It aired a lot on MTV in the summer of 2022.
- Two dogs rule my house along with their pet rabbit.
- That last bullet was a fib...the dogs have recently ended their rule. The new ruler is the infant my husband and I welcome at the start of 2023.
Timeline
Youngstown State University
BBA from Business Management (Project Management)
08.2023 - Current
Senior Project Program Manager
AT&T Mobility
05.2022 - Current
Eastern Gateway Community College
Associate Degree from Business Management (Human Resources
03.2021 - 12.2022
Manager, Customer Support Specialist
AT&T Mobility
03.2020 - 05.2022
Assistant Team Manager
AT&T Mobility
01.2016 - 03.2020
Customer Support Representative
AT&T Mobility
06.2010 - 01.2016
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