Britnea Sage Email & Phone Number

Bellevue, Wa, Us

Bellevue, Washington, United States

Demonstrated expertise in driving strategic initiatives and enhancing operational efficiency by utilizing my strong background in support operations, written communication, technical writing, and teamwork. Led and advised on small to medium projects to successfully align legacy processes with the broader SAP support structure with comprehensive project planning, enablement sessions, and cross-collaboration with management, Subject Matter Experts (SMEs), and other departments.Key Accomplishments:- Documented, edited, and maintained technical processes for support engineers in Confluence.- Designed, wrote, and facilitated decisions for monthly team meeting slide decks for 10 managers to ensure the same message was being delivered to 80+ engineers. Key components of these slide decks were reviewing MBOs, identifying goals, upcoming training, and organizational changes.- Led a complex overhaul to unify operations during a support-wide restructure to align over 80 employees to the broader SAP support structure. The project included reviewing and refining existing processes, facilitating working sessions with experts, and reviewing, updating, and authoring documentation for the technical teams.- Designed and implemented a mentorship engagement process. Key responsibilities included developing and documenting guidelines for engagement and structuring schedules to upskill 50+ team members. This process continues to be used for new hires.- Successfully revamped an internal process to scale it from a team of 10 to 80+ engineers. Key changes were creating new technical documentation, facilitating decisions with management, and collaborating with cross-functional teams to align expectations and drive self-service initiatives.

Bellevue, Washington, United States

Proactively stepped into an unstructured position and was instrumental in shaping and formalizing responsibilities. Addressed critical support challenges, such as enhancing team morale, elevating quality standards, and meeting KPI targets. Additional tasks included leading meetings for support management to discuss success and challenges, and change management to introduce and enable process changes to the team.Key Accomplishments:- Created an Excel-based schedule that optimized coverage of the phone and email channels for the support organization, consisting of over 80 individuals, providing crucial insights into peak call hours. I served as the Subject Matter Expert (SME) for scheduling.- Led client transitions from hyper-care with Implementation to the support ecosystem by being a point of contact for the client to resolve high-priority issues, collaborating with Product Success and Implementation to resolve choke points, and delivering client training on effective support engagement.- Identified a blindspot due to a lack of insight. To remedy this, I collaborated with a developer and data analyst to create an Excel macro for extracting data from schedules I formulated. This innovation enabled extracting vital insights, shaping KPIs, and guiding strategic business decisions.- Enhanced customer experience by detecting operational gaps within a monthly caseload of 7-10k incidents, then devised and implemented comprehensive reports and an interactive dashboard for supervisor utilization.- Selected as a UX Design Catalyst, representing the top 4.4% of growth-oriented leaders across all of SAP, based on my passion for user experience, HTML, and communication.- Successfully advocated for and secured raises for all supervisors, highlighting their hard work and addressing the misaligned career levels.

Greater Chicago Area

Continued to hone my technical expertise for the SAP Fieldglass VMS Application, particularly with rate structure and guidance. Focusing on translating technical information for a wide range of audiences to provide guidance. Tasks included utilizing JIRA to raise bugs and mentoring cross-region teams.Key Accomplishments:- Key contributor in training and supporting over 25 new hires during the company’s transition to the ‘Follow-the-Sun’ model. Demonstrated strong leadership while fostering a collaborative environment to onboard the Malaysia and Bulgaria teams effectively. - Safe-guarded a time-sensitive multi-mullion dollar client invoicing by actively contributing to a collaborative months-long project alongside the Accounts team.- Trusted to be among the first to contribute to critical initiatives. For example, being included as one of 10 agents chosen from over 80 to join the escalation management team where I was recognized for my ability to manage high-pressure situations and deliver consistent results.

Greater Chicago Area

Efficiently and effectively handled customer inquiries from workers, suppliers, program offices, and hiring managers. Demonstrated expertise in troubleshooting a wide range of issues from basic log-in assistance, how-to consultations, and complex technical break/fix issues for the SAP Fieldglass VMS Application.Key Accomplishment:- Promoted (T1 to T2) within 10 months due to excelling on the overnight shift with minimal guidance, quickly advancing to become the most senior agent and relied on for my expertise.

Chicago, Il

Utilized Adobe Photoshop to extract and retouch images from PDFs for conversion into interactive web ads with in-house tools. Experienced in handling sensitive information, including high-profile Black Friday sales, while ensuring confidentiality and accuracy. Entrusted with coordinating weekend assignments as a senior graphics specialist.

Greater Chicago Area

Dynamic and result-oriented team leader with experience managing a team of 10+ hosts during the highly successful inaugural season of the popular open-air Riverwalk location. Demonstrated exceptional problem-solving skills in a fast-paced environment by addressing challenges like weather and space constraints, and high customer volume. Responsible for coordinating reservations, seating arrangements, and box-office ticket sales for the main location.

Chicago, Illinois, United States

Oversaw ticket sale operations for up to 1,500 customers daily, often independently, on tight turnaround schedules. Responsibilities included teaching new hires, selling tickets, maintaining consistent communication and trust with the ship’s senior crew members, and managing customer expectations for reschedules or refunds due to hazardous weather cancellations. Entrusted with opening and closing procedures, which included cash handling responsibilities, balancing cash drawers, and ensuring accurate financial transactions. In addition, I would often volunteer on the last sail where I learned basic schooner sailing procedures like raising and striking sails, tying off lines, and putting the ship to bed. Key Accomplishment:Recommended by the ticket booth manager to take their place for next season due to my ability to remain positive in difficult situations and keep the team’s spirit up, my organizational skills, and quick problem-solving to ensure the customer’s positive experience.

Chicago, Il

Collaborated effectively with one other host, front-of-house manager, and servers to manage multiple tasks simultaneously, such as seating guests, managing waitlists, and coordinating with the servers to ensure the team’s health during fast-paced weekend brunches. In addition, I built rapport with guests and the team while providing excellent customer service to create a positive dining experience.

Chicago, Il

I demonstrated extensive knowledge of video games and platforms to stay informed about current industry trends, which I effectively utilized to actively engage with customers and address their needs. In addition, I assisted management with operational tasks, including inventory intake, counts, and store closing procedures while maintaining the store interior and stock. *Seasonal Work Nov. 2011 - Aug. 2012 (10 months) and Nov. 2013 - Mar. 2014 (5 months)

Chicago, Il

Conducted hourly test procedures to verify and maintain software performance standards. Alongside quality assurance, I focused on providing customer support by addressing inquiries for the Pokemon Trading Card Game and its online counterpart, and I moderated forums and chats to ensure the conversations were suitable for all ages.

Chicago, Il

Operated in fast-paced tourist locations on Navy Pier with minimal or no supervision. Where I gained hands-on experience as both a trainer and photographer. I managed high-traffic environments efficiently, handled thousands worth of sales a week, and daily inventory, and developed cross-cultural communication and customer service skills.

Dent, Mn

Immersed in Japanese culture at a camp nestled in the middle of rural Minnesota. I practiced food safety and assisted in the preparation, cooking, and cleanup of three authentic Japanese meals daily for over 150 individuals.