Sarah Reeder, Mba, Pmp Email & Phone Number

Lake Stevens, Wa, Us

Here, I lead cross-departmental implementation and utilization of cutting-edge Software as a Service (SAS) Enterprise Resource Planning (ERP) software, providing project leadership and driving successful adoption throughout the city. I also drive end-to-end project lifecycle, fostering a collaborative and cohesive team environment to ensure seamless project execution from discovery to closure. I design and execute comprehensive project plans and schedules, effectively aligning resources and deliverables to meet stringent deadlines, objectives, and milestones. Leveraged the ADAKR Change Management Methodology to facilitate smooth transitions and drive change in processes, procedures, and tools across multiple departments within the city. Employed Agile and Scrum methodologies to meticulously manage project tasks and deliverables, promoting iterative analysis and adaptation as fundamental principles throughout the project lifecycle. Established a robust project governance structure in collaboration with key project leaders, ensuring clear delineation of responsibilities and conducting regular checkpoints to ensure stakeholder engagement and input. Formulated standardized procedures for management and technical duties, fostering consistency and visibility across all project tasks and deliverables. Monitored project expenses against allocated budget, providing timely updates to stakeholders on project progress vis-à-vis timeline and anticipated costs. Spearheaded Software as a Service (SaaS) implementation management, serving as the primary point of contact for third-party vendors and ensuring timely and cost-effective service delivery.

Stamford, Connecticut, Us

In this position, I steered the development of a cutting-edge sentiment algorithm tool and quality metrics to provide valuable customer experience (CX) insights and outcomes to the customer care team. I also utilized extensive knowledge of speech analytics and customer-driven data to architect queries, dashboards, and workflows that deliver business-critical insights. I led customer experience (CX) research projects to uncover key insights on product and service satisfaction. Additionally, I generated actionable recommendations to enhance the customer experience and drive increased product usage. Developed and implemented an innovative automated speech-driven sentiment scoring system, replacing traditional customer call-back surveys, revolutionizing the measurement of customer interactions and experiences, removing the burden from customers, ensuring consistency, and creating a vast pool of data for valuable insights. Leveraged sentiment scoring, speech queries, and additional meta data to proactively identify business opportunities that could potentially impact customer satisfaction or overall business performance.  Provided valuable insights to mitigate negative experiences and drive positive outcomes. Led the installation, updating, and utilization of sophisticated software tools, ensuring the implementation of robust security measures, including Multi-Factor Authentication, multi-layered security architecture, desktop and web-based access, profile and individual-level security options, and VPNs for enhanced data protection.

Stamford, Connecticut, Us

Here, I conducted and managed research projects to identify new tools and data gathering techniques that capture customer experience, bringing actionable new actionable customer insights to the business to improve customer experience and product satisfaction. I directed and supported the installation, updating, and utilization of software tools that utilized Multi-Factor Authentication, multi-layered security architecture, desktop and web-based access, profile and individual-level security options, and VPNs. Supervised and directed a team of analysts tasked with developing quality monitoring behaviors for the core customer service business line. Verified the quality of all project deliverables and the alignment of supplied insights with project scope including feasibility goals, project planning, research, and analysis. Facilitated skill-building training for analysts to deepen knowledge and expand the use of industry-leading tools, resources, and topics.

Hanover, Md, Us

In this role, I supported project lifecycle by equipping program stakeholders with enhanced insights into tools, resources, and topics. Ensured project timelines and deliverables aligned with goals as a subject matter expert, managing projects with precision. I leveraged available data to increase stakeholder value, engage customers, and drive year-over-year performance improvement. Additionally, I led and supported the installation, updating, and utilization of software tools, implementing robust security measures including Multi-Factor Authentication, multi-layered security architecture, desktop and web-based access, profile and individual-level security options, and VPNs. Derived data-driven insights from existing sources, enabling impactful decision-making and strategic recommendations to drive ROI and achieve key business KPIs. Analyzed the voice of the customer through sentiment scoring, speech queries, and additional metadata, identifying potential business opportunities and mitigating negative customer experiences. Proactively identified business opportunities and potential negative customer experiences through sentiment scoring, speech queries, and additional metadata analysis.

Mountain View, Ca, Us

Here, I exhibited a commitment to delivering top-tier support in addressing and resolving complex issues related to financial transactions. I successfully resolved a wide range of customer-facing technical incidents across multiple platforms, including Google Play Store, Google Wallet, and Google Play Music. I also implemented and optimized quality control measures to enhance customer satisfaction and loyalty at every touchpoint within the customer journey.

New York, Ny, Us

In this role, I ensured smooth execution of daily banking operations by providing exceptional customer service and ensuring compliance with corporate and federal regulations. I employed expertise in command line database programs to efficiently retrieve critical customer information. I also oversaw all aspects of branch monthly revenue, including expense management and monitoring profit and loss (P&L) statements. I served as a Certified Chase Mentor Manager, providing comprehensive training for new management staff.

Fort Myers, Fl, Us

-Supervised a crew of 20 Production Assistants – trained employees, monitored employee performance and behavior, made schedules, and conducted employee reviews-Directed local newscast and other station specials

Master Of Business Administration (M.B.A.), Business Administration And Management, Information Technology Management

Ba, Communciations

Associates In Arts, General Studies