Sara Carter Email & Phone Number

Management of the Consumer Shopper & Engagement Contact Center (CSE) global operations for one of the top reputable brands. A multi-faceted role consisting of quick operational decision making ranging from mitigating brand reputation risks, collaborating with a multitude of stakeholders, and ultimately serving as an ambassador to-and-from the frontlines of the business to provide the LEGO Group’s highly regarded quality shopper and customer experience.● Accountable for leading business and product updates within CSE by knowledge sharing, indicating perceived impact to contacts, and mitigating risks. ● Responsible for equipping hundreds of global CSE colleagues with resources needed to provide the most positive customer experience for 100k+ monthly phone, chat, and email touchpoints. ● Continuous improvement of the shopper experience via journey mapping workstream and a subject matter expert for the VIP loyalty program.● Positively impacted the increase of the Net Promoter Score (NPS) (ranging score of 75.0-85.0) customer satisfaction during remarkable record-breaking sales (YE 2021 revenue 8 billion USD) and contact volumes for The LEGO Group. ● Acknowledged by retail stakeholders for contributing to year-over-year high-season success.

Hartford, Connecticut Area

Responsible with the progression of a new marketing platform that precisely reflects Americas Marketing Plans, Spend, and Sales Cost Ratio (SCR).● Developed processes for 30+ stakeholders to create meaningful results and clear instruction used to drive campaign planning compliance.● Addressed numerous financial variabilities such as re-seasonalization and accruals of a 100+ million dollar budget.

Enfield, Ct Usa

Dedicated to Global Net Promoter Score (NPS) programs within the LEGO Experience team. Responsible for data analysis, reporting, and presenting actionable insights while working collaboratively & strategically with the team and stakeholders across multiple channels. ● Extensive management, creation, and presentation of monthly insights to actions (I2A) up to senior level audiences for the global Experience NPS programs (LEGO Brand Retail (LBR), VIP, Shop Post Purchase, Consumer Services, LEGO.com & Online Club, and LEGO Life Magazine). − Highlighted driver analysis/insights to action results including: recommending to Direct-to-Consumer (D2C) frequency and type of successful LBR store events and VIP gifts with purchase, advising distribution team about shipping conditions, roll-out of consumer services live chat feedback following the recommendation of this unmet need, and analysis of magazine user-generated content (UGC) preference and favored themes for designers and marketers to consider in future issues.● Managed suppliers for NPS survey administration and real-time dashboard reporting for all LEGO employees to have visibility of consumer feedback. − In addition, internal logistics of collaborating with Digital Solutions (DS), Corporate IT (CIT), Legal, and Procurement.● Trained NPS insight users on NPS tools, on-boarding, and answering ad-hoc requests which helped employees self-serve applicable information.● Maintained data integrity through precise and accurate target setting and reporting of NPS data, a pinnacle LEGO Key Performance Indicator (KPI) from the top down.

West Hartford, Ct

Performed research within the grant-funded, Performance Improvement Center (PIC), under contract with the CT Department of Children and Families (DCF) regarding the Family Assessment Response (FAR) services. The objective of the FAR program is to provide DCF cases with community support with the intention of helping to decrease subsequent reports.● Developed and implemented highly confidential data transfers from eight agencies for collection.● Conducted data analysis and performance assessments for DCF review of the FAR program.

Bloomfield, Ct/ Chattanooga, Tn

Project management of quantitative and qualitative primary research for internal clients and external customers. Research samples included: Employee benefit managers, outside customers, agents/brokers, and Cigna employees. Performed all aspects of the market research process from strategically determining business objectives to presenting data. ● Performed analysis of forums/town hall meetings, account management feedback, accreditation surveys, performance guarantee surveys, client acquisition, department satisfaction of matrix partners for continuous improvement.● Performed questionnaire design and programmed online surveys (Vovici), analyzed results using SPSS Quantitative Software and statistical testing, and generated reports and presentations detailing results for internal clients and management.● Managed market research vendor relations for outsourced projects making sure that capabilities and budget was aligned with Cigna’s research project plans. ● Account manager for all Vovici survey user licenses within Cigna Healthcare.● Prepared discussion guides for focus groups. Moderated focus group discussions (RIVA training).● Generated creative reports and presentations for internal clients and management. (Branding, product development, enrollment, senior needs)

Windsor, Ct

Spearheaded the gathering, compilation, and analysis of data which determined benefit eligibility status for National Accounts (5000+ employees) companies. ● Managed communications with plan sponsor/customer which ensured accurate, timely delivery of information in hardcopy and electric transfer.● Coordinated data collection with internal and external parties including product, benefit, billing and premium consultants, claims, IT, account managers, marketing reps, plan sponsor HR departments, and provider offices.● Analyzed data and developed conclusions, sending reports to clients and updating company files. Safeguarded confidential and secure information.

Ba, Psychology

Activities and Societies: ACTV, Campus Activity Board, START

Diploma

Activities and Societies: Executive Board, Student Council, Yearbook, Track, Cheerleading