Sarah Thomas Email & Phone Number

Folsom, CA, US

Sacramento, California, United States

Sacramento, CA

Supervises and coordinates activities and operations of customer service department and staff. Assists in the supervision of 20-30 customer service staff and 3-5 support managers to ensure an excellent customer experience. Interviews prospective employees. Directs assigned tasks and provides assistance. Conducts performance evaluations. Responsible for.

Sacramento, California Area

Managed a team of 5-12 inbound technical support agents, nationwide. Ensured accuracy of call notes and task completion with an emphasis on amazing customer service. Processed database ownership changes, data updates to customer's accounts in bulk via spreadsheets and processed credit requests. Onboarded new inbound agents as well as team leads. Supported.

Gold River, CA

Managed a team of 5-12 inbound technical support agents. Reported attendance and call metrics daily, weekly, monthly and quarterly. Onboarded new hire agents and supported their transition during first 6 months of employment. Knowledge in ZenDesk, CRM software, JIRA, Nextiva, Vonage, AirCall, 3CX, Plecto, Evernote, Dropbox, Slack, Jumpcloud, Lessonly and.

Fielded 18-50 calls per day assisting end users with how to questions or technical troubleshooting questions on products and services. Documented each call with a help desk ticket for follow up and accuracy. Knowledge in ZenDesk, CRM software, JIRA, Nextiva, Vonage, AirCall, 3CX, Plecto, Evernote, Dropbox, Slack, Jumpcloud, Lessonly and Zoom.

North Highlands, CA

Managed a team of 10-25 inbound call center agents. Agents were outsourced employees for AT&T door to door sales support. Monitored calls for accuracy and active promotions. Reported on call center statistics to director of operations. Audited call notes. Upheld company policies in the building and acted as company ambassador for weekend coverage.

El Dorado Hills, CA

After being laid off, I took this position to learn management at a local McDonald's. This position worked well with my young child and day care coverage.Worked drive thru, responsible for closing registers at end of shift and maintaining lobby cleanliness at close of day.

Folsom, CA

After being laid off, I took this position to supplement income and to accommodate day care coverage for my young child.I was responsible for 3 children ages 6, 11 and 13. One child had a learning disability, another had Autism. I was responsible for picking up the children from school, helping with homework, making dinner, bathing and light housekeeping..

Responsible for generating forecasts and schedules for a call center with 1000+ agents. Used IEX, EA and Call center commander to complete tasks as needed. Reported trends to management and provided hourly statistics as requested.

Made outbound calls via a lead generator in Avaya to upsell and renew contracts for cell/internet/tablet devices. Upsold customers calling and data plans, sold accessories and adding new lines of service. Met monthly objectives. Represented the call center as subject matter expert for all of West Area.

Managed a team of 10-22 inbound/outbound agents. Responsible for employee documentation, attendance tracking, call monitoring, PIP delivery and meeting monthly objectives. Consistently had the #1 team in the call center for meeting metrics. World Class Leader reward recipient.

Folsom, CA

Managed a team of 10-20 inbound call center agents responsible for adding and upgrading new lines of service. Consistently met monthly sales quotas. Monitored calls, provided coaching to improve metrics and audited all orders for accuracy.

Folsom, CA

Managed a team of 10-22 inbound/outbound agents. Founding supervisor for new department and help build documentation and processes for this role. Onboarded new management, including my immediate manager. Responsible for employee documentation, attendance tracking, call monitoring, PIP delivery and meeting monthly objectives. Consistently had the #1 team in.

Folsom, CA

Responsible for tracking schedule adherence and processing schedule exceptions for 1000+ agents. Reported statistics to leadership as requested. Supported Resource Management Analysts with forecasting and schedule creations as needed.

Rancho Cordova, CA

Processed 50-100 inbound calls per day assisting customers with cell phone questions, troubleshooting, billing concerns or upgrading their accounts. Was chosen to be a peer facilitator and help onboard new employees. Acted as a temporary supervisor as needed and provided floor support for all new hires.

Sacramento, CA

Answered all inbound calls for the company and greeted foot traffic to the office. Assisted with accounts receivable. Responsible for all office supplies and office correspondence.

Sacramento, California Area

Maintained price sheet for all inventory. Answered inbound calls and took customer orders. Supported CEO of company as needed for all admin needs. Processed accounts receivable and managed cash tills.

Sacramento, CA

Maintained records and filed documents in large records vault for CalFarm Insurance via temp agency.

Citrus Heights

Greeted guests, worked as cashier, sat guests as needed, worked as hostess bussing tables and dressed as company mascot on as needed basis.