Sarah Jorgensen Email and Phone Number

- Worked closely with department heads to identify training needs and align content with departmental goals.- Supported the development of onboarding programs for new hires, enhancing their integration into the company culture.- Collaborated with cross-functional teams to implement process improvements and streamline training delivery.- Conducted needs assessments to identify skill gaps and training requirements, aligning training initiatives with organizational goals.- Conducted train-the-trainer sessions to empower internal trainers and expand the reach of training programs.- Mentored and coached employees, providing ongoing support and guidance to enhance their skills and performance.

Management Duties- In this role, I manage a team of eight Subject Matter Experts across four disciplines. I oversee the many duties they have including: Quality auditing, Manual quality review, Root cause analysis, Training needs assessments, Frontline teammate escalations, and New hire and upskill training facilitation. - Complete coaching and development for my team. We have a focus in career mapping and continued self improvement.- Manage new hire trainees for their first several weeks as they complete both training and nesting. - Final trainee assessment before moving into production.- Constant communication with client to better facilitate trainingTraining Duties- In this role, I facilitate the first portion of training where I cover basic onboarding for both TaskUs and the client company. - Complete all new hire training processes and keep up to date records of scores on e-learning modules.- Manage classes both remotely and in-person depending on need.- Frequent travel depending on company need. - Over see trainee coaching from SMEs in first 3 weeks of nesting. Instructional Design Duties- In this role, I utilize knowledge of instructional design principles to build materials using graphic design programs, word processors, and power point. - Training needs assessment based on Observe and Orient models - Follow ADDIE model for training development- Heavy focus on assessment and constant review of materials and outcomes- Creation and Re-organization of existing client onboarding documentation, facilitation guides, and materials.- Implementation of additional training pieces for both upskill and new hire experiences.

- Designed, developed, and delivered comprehensive training programs tailored to various experience and professional levels, from entry-level employees to senior management.- Collaborated with subject matter experts and stakeholders to ensure training content was accurate, up-to-date, and aligned with industry best practices.- Utilized blended learning approaches, including e-learning, workshops, and on-the-job training, to accommodate diverse learning styles and preferences.- Developed and maintained training materials, manuals, and resources, ensuring accessibility and relevance.-

- Provided first-tier support to social media advertisers, addressing inquiries, troubleshooting issues, and offering solutions through various communication channels, including phone, email, chat, and social media platforms.- Demonstrated expertise in the organization's advertising products and services, effectively guiding clients through campaign setup, optimization, and performance analysis.- Maintained accurate and detailed records of customer interactions and resolutions using CRM software.- Resolved customer concerns and technical issues promptly and professionally, achieving a 90%+ customer satisfaction rating.- Participated in ongoing training and skill development programs to enhance product knowledge and customer service skills.- Collaborated with cross-functional teams, including sales, marketing, and technical support, to ensure seamless customer experiences.- Kept up-to-date with industry trends and platform updates to provide clients with the latest information and best practices.- Provided guidance on ad campaign performance, targeting options, and budget optimization.

- Managed a team of 25 direct reports, overseeing their performance, development, and productivity.- Demonstrated strong people management skills by training, coaching, and mentoring team members to enhance their skills and career growth.- Developed and implemented efficient scheduling strategies to ensure optimal coverage and minimize overtime costs while adhering to Fair Labor Standards Act (FLSA) regulations.- Fostered a culture of continuous improvement and employee engagement, resulting in a decrease in turnover and improved employee satisfaction scores.- Participated in the creation of Quality Assurance guidelines and processes, conducting evaluations and providing feedback to improve agent performance.- Coordinated with IT and HR departments to address technical and personnel issues promptly.-

- Developed Instructional materials for Work-From-Home training- Lead training for 15-35 teammates - Development and disciplinary meetings with teammates in training- Prepared KPI reporting for client meetings

- Assisted small businesses with understanding and creating marketing funnels- Assisted with HTML e-mail design using code and internal WYSIWYG builder- Discussed marketing strategy with small business owners to determine product need- Provided technical support for Infusionsoft products (now Keap)