Sarah M. Email & Phone Number

Boulder, Colorado, US

• Creating customer marketing programs and campaigns to increase customer lifetime value, such as cross-sell/upsell initiatives, loyalty programs, referral campaigns, and customer advocacy efforts
• Developing and managing customer communication strategies across various channels (email, social media, events, etc.) to nurture relationships and provide a consistent brand experience
• Conducting customer research and gathering insights to understand customer needs, behaviors, and preferences, which inform marketing tactics and messaging
• Collaborating with product marketing, sales, and customer success teams to align customer marketing efforts with product roadmaps, sales strategies, and customer experience goals
• Overseeing the creation of customer-focused content, such as case studies, testimonials, and educational materials, to support marketing and sales enablement
• Analyzing customer data and metrics (e.g., engagement, churn, NPS) to optimize marketing efforts and identify opportunities for improvement

Hoboken, New Jersey, US

• Managing, monitoring, and optimizing customer advocacy program to supplement and benefit ongoing sales, marketing, and customer relationship efforts, including international efforts for markets outside of North America.
• Building, nurturing, and maintaining relationships with the most strategic and/or user-savvy advocate customers, engaging in regular proactive interaction with the entire advocate pool.
• Identifying advocates and securing participation for customer awards for annual international conference, case studies, prospect calls, and site visits.
• Determining and implementing strategies for embedding customer advocacy into cross-functional areas including demand generation and customer lifecycle marketing.
• Reviewing and analyzing software tools for functionality and suitability for cross-department use, gathering requirements, communicating with vendors, and providing recommendation for implementation.

Dayton, OH, US

• Managed deadlines and obtained information from subconsultants and technical staff to submit timely proposals.
• Documented and refined proposal processes for department manual/playbook.
• Organized and created responses to RFP/Q and annual qualifications.
• Supported proposal manager and project managers throughout proposal development cycle with organizing, formatting, researching, writing, and editing.

Dayton, OH, US

• Assisted the executive leadership team for all administrative and business matters, including schedules, recruiting, and legal responses.
• Drafted, revised, and distributed internal and external communications, including employee notices, social media posts, and business documentation.
• Coordinated responses to ISO 9001:2015 certification audit non-conformances, drafting procedures, forms, and ensuring documentation was signed for submission.
• Revised and provided technical writing for overhaul of company marketing materials.

Lombard, Illinois, US

• Researched and evaluated multiple vendors for best-suited products, services, and customer service.
• Coordinated project startup meetings, gathering information from multiple parties and ensuring requirements were communicated.
• Prioritized and delegated tasks to both operations and vendor staff.
• Tracked and reported progress against both optimal and minimal timelines.
• Facilitated new software implementation and output at eight sites across the US, regularly under short turnaround times.
• Organized vendor training session for internal staff, including international trainers and attendees.

Lombard, Illinois, US

• Reviewed client RFPs for requirements, creating work checklist and table of compliance.
• Drafted compliant responses, utilizing content from department database and original writing to address all client requirements.
• Reviewed client information in Salesforce for providing updated reference lists for proposal submission.
• Identified outdated or incorrect boilerplate responses and recommend revisions.
• Refined template presentation and coached location management team for technical interview with client for renewal of multi-million-dollar service contract.

Cincinnati, OH, US

• Coordinated resources for claimants to obtain settlement funds, including intake and file setup; hiring attorneys; and processing invoices.
• Created template documents for bankruptcy trustees, using both boilerplate text, as well as content tailored to the case.
• Drafted affidavits for release of settlement funds, working from state specific formats and incorporating claimant specific details.
• Provided timely updates on completion of project milestones to named partners at client law firms by email and phone.

• Researched, proofed, and formatted legal petitions and briefs for Supreme Court and federal court appeals.
• Clarified and confirmed rule compliance with the U.S. Supreme Court.
• Maintained client relationships and engaged in project management techniques ensuring timely filing with various court systems and completion of required processes.
• Provided feedback to clients of necessary changes to briefs, certifying quality.
• Developed, maintained, and utilized company marketing strategy database increasing market share and overall profit for the organization.

• Supported and maintained the offices for the common pleas judges.
• Organized and transcribed judges’ opinions and checked citations for accuracy.
• Compiled, researched, and created information for the finalization of jury instructions.
• Corresponded with jurors and participating law enforcement personnel updating them on behalf of the judge about trial outcomes.

Bonn, DE

• Led and evaluated global shipping processes to determine the effectiveness of particular work group.
• Standardized documents for streamlined communication and increased accountability.
• Maintained dynamic database for daily functionality of 300-600 users.
• Designed and presented new technology training to directors and vice president.
• Researched daily QA results to correct and complete any missed tasks and provide measurable feedback to the responsible management member.
• Identified process errors to determine areas of process improvement.

• Acted as sales associate and sole customer service representative for small catalog order business with sales increasing 15% during my employment.
• Provided telephonic customer service, sales, and post-sales support to 30-50 customers per day on over 100 products.
• Entered customer orders, upselling compatible and complementary products.
• Processed all customer service calls including warranty claims, shipping errors, and product availability delays. Provided technical troubleshooting for product installation, compatibility, and functionality.

B.S., Paralegal Studies

Education record

Education record