Sarah Baughman Email & Phone Number

Bristol, Gb

*Writing and executing SQL scripts to answer questions and resolve issues for clients, including JOINs, and proactively growing SQL skills*Troubleshooting software functionality, defects, data issues, and user problems, including working closely with Relationship Managers (sales), Professional Services (implementation), Product, Development, Data, Environments, and Infrastructure*Coordinating and streamlining incident response communications, including working with and gathering essential information from technical teams to resolve immediate issues and thoroughly address customer questions and concerns*Communicating and collaborating with internal partners to drive the resolution of issues by taking end-to-end ownership of tickets to ensure the best possible service for clients*Distilling and communicating complex technical concepts to non-technical people*Serving as a subject matter expert for particular products and features, including Compliance Control Room and Statement Tracking, as well as creating and maintaining technical documentation for supporting and troubleshooting software

*Transformed company alignment around new product capabilities during a complex merger; spearheaded the implementation of a cross-functional process that aligned stakeholders around activities required for the successful delivery of new capabilities to customers*Ensured continued alignment by facilitating weekly cross-department check-ins, listening to stakeholder needs, and identifying and driving solutions*Proactively identified risks and dependencies across departments; enabled mitigation through weekly reporting and analysis of risks, dependencies, and progress; served as an escalation contact for internal stakeholders*Shepherded up to 10 capabilities at a time, and up to 80 capabilities per year through a complex release process involving more than two releases per week; developed and maintained a comprehensive understanding of new capabilities*Served as subject matter expert on security models for user access and the release of new capabilities; worked closely with technical and product teams on both

*Owned company’s customer CRM of 18k active contacts for email communication, with occasional audiences of 50k+; worked with data team to regularly extract, transform, load, and clean up data*Collaborated with stakeholders to determine complex audience segments for in-app and email notifications regarding product capabilities and site maintenance across 2 brands, 4 business lines, 5+ user personas, hundreds of sites and servers, and thousands of clients*Facilitated and ensured on-time delivery of effectual client communication and training materials for up to 10 new capabilities at a time; worked with Product to track and pursue approvals and information; wrote and advised on help documentation*Assisted in operationalizing processes for requesting help content and client communication*Supported business decisions and strategy by initiating and distributing accurate and timely onboarding reports to leadership; compiled, standardized, and analyzed data from 3+ sources on client setups, webinar attendance, private training requests and fulfillment, and client satisfaction*Initiated improved redesign of client onboarding experience using deep understanding of clients’ needs; launched new suite of live training webinars; prioritized and organized help content; developed webinar agendas and produced training videos*Rolled out and facilitated data-focused onboarding discovery calls to manage client expectations and set trainers up for success*Owned client setup processes; advised Client Services, Sales Coordinators, and Data Services on client setups*Oversaw onboarding & training curriculum; conducted webinars, discovery calls, 1:1 training sessions; successfully assisted clients with transforming and loading data*Handled and assisted coworkers with challenging support requests related to training and onboarding; claimed additional support requests during high-volume periods such as GOTV, including issuing API keys

Somerville, Massachusetts

*Scaled and improved client onboarding by proactively developing a 1:1 training opportunity for clients self-migrating their data and a welcome email program for new clients; conducted webinars and private training sessions with customers*Mitigated risks for the company by identifying and troubleshooting high-risk and high-impact bugs and working closely with engineering, data, and other internal stakeholders*Enabled informed decisions on new capabilities by compiling and analyzing client feedback*Worked with clients as well as our data team, developers, and Product Managers to answer questions and resolve issues, reporting details via Jira including replication and troubleshooting steps*Worked with the UX team to perform user testing and provide feedback on prototypes; beta-tested new client sites*Delivered excellent customer service using strong problem-solving and communication skills; drove successful solutions by listening to clients’ needs and enlisting the help of colleagues*Claimed, prioritized, and troubleshot up to 50 complex support requests at a time via email, in-app tickets, and phone; prioritized based on client deadlines, hindrances to workflows, data security, and client sensitivity

Boston, Ma

*Developed a comprehensive finance plan for a statewide organization*Rebuilt our email solicitation program, doubling the email list from 15,000 to 30,000 recipients*Increased annual profit from online solicitations from $6,000 in 2013 to $32,000 in 2014 and raised over $26,000 online from January to May 2015*Raised over $175,000 and $245,000 at our 15th and 16th Annual Roosevelt Awards Reception respectively, each over 300 attendees*Raised over $30,000 from the Summer Barbecue Series, increasing the number of barbecues from 7 in 2013 to 12 in 2014*Determined expected profits and budgets for all sources of income*Supervised and recruited up to 25 interns per internship session; cultivated interns’ skills through trainings, projects and mentorship*Served as Deputy Operations Director in October of 2014; planned, communicated, and executed the statewide distribution of resources to offices; served as a War Room Help Desk during Get Out The Vote (GOTV); communicated efficiently and established trust with organizing staff in the 3rd and 6th Congressional Districts to collect prompt reports and troubleshoot

Peabody, Ma

*Led the fundraising effort for a United States Congressional campaign during the first three financial quarters of the 2014 election cycle, raising over $750,000*Planned and executed 22 fundraising events across the district and in the Boston area ranging from receptions of over 100 to 10-person events, raising a total of $228,000 from events

Lowell, Ma

*Implemented a successful United States Congressional finance plan with the Finance Director for the 2012 election cycle, bringing in over $1.6 million, over one million of which was raised in 2012*Improved the call time system through preparation, note-taking, and record keeping*Oversaw the general reception of the 2012 Women for Niki fundraiser with Second Lady Doctor Jill Biden, which raised $100,000, and assisted in planning the event and coordinating with Secret Service and White House staff*Supported the Fitchburg campaign office for the statewide Democratic Coordinated Campaign’s Get Out The Vote effort through volunteer recruitment, training, and coordinating for all twelve precincts in Fitchburg on Election Day

Watertown, Ma

Strategized field efforts and mobilized supporters for Second Suffolk and Middlesex State Senate district; Coordinated with labor unions such as the Watertown Fire Fighters; Recruited individuals for phone banks, canvasses, visibilities and debates; Procured canvassers, phone bankers, and drivers for twenty precincts, fifteen polling locations on Election Day in Watertown and Belmont.

Dorchester, Ma

Managed and trained interns and volunteers; Strategized and executed the social media plan on Facebook and Twitter, drafted email messages to the Social Media Team; Mobilized volunteers to help at over 153 polling locations; Coordinated rides to the polls on Election Day.

Boston, Ma

Handled statewide constituent relations on issues regarding environment, business and development, women’s rights, and disabilities; Wrote letters of support for grants from the Small Business Administration and Department of Energy, among other organizations.

Boston, Ma

Handled correspondence from constituents citywide, covering more than 15 neighborhoods; Researched and drafted biographies about organizations such as the Boys and Girls Club of Boston.

Boston, Ma

Advanced and executed finance and field events; Compiled contribution information and organized lists of several thousand supporters; Recorded polls in the boiler room for the general election.

South Hadley, Ma

Liaised with alumnae; provided hospitality services; cleaned and prepared dorm rooms; washed dishes and served food and beverages for in-dorm dining experiences as well as events catered on campus.

Graduate Certificate, Web Technologies, A- Average

Designing Relational Database (spring 2020), Web Programming/PHP (fall 2019), Dynamic Web Applications (fall 2018), Website Development.

B.A., Politics

Activities and Societies: Varsity Crew Team - member (September 2008 - May 2011); Mount Holyoke College Democrats – President (February.