Sarah Powell, Csp, Ccwp Email & Phone Number

St. Louis, Mo, Us

Remote

•Provide guidance and coaching to direct reports•Find and contract with third party transportation vendors throughout the country•Source vendor leads through multiple channels job boards, internet searches, social media, industry databases etc.•Ensure TP numbers are met for implementations prior to go live, and help support areas that are suffering deficiencies•Promote and deliver positive customer service throughout the organization and to our TP’s and Clients•Negotiate pricing and fleet dedication with vendors•Report regularly on recruitment activity and progress towards recruitment goals•Provide onsite support during implementation and plan expansions•Work with vendors to provide needed onboarding documentation•Maintain vendor recruitment leads in tracking system•Act as a brand ambassador for the company•Ability to influence others in a positive impactful way•Utilize project management skills to define & meet project deadlines

Remote

•Find and contract with third party transportation vendors throughout the country•Source vendor leads through multiple channels job boards, internet searches, social media, industry databases •Place outbound cold and warm lead calls to potential vendors•Place, manage and maintain ads for vendor leads•Track status of open leads through the process to onboarding•Set expectations with potential vendors on contract requirements•Negotiate pricing and fleet dedication with vendors•Work with vendors to provide needed onboarding documentation•Maintain vendor recruitment leads in tracking system•Report regularly on recruitment activity and progress towards recruitment goals

Brentwood, Tennessee, United States

•Contract negotiation•DSD program analysis•EDI troubleshooting•Performance evaluation•Relationship management with numerous vendors•Providing accurate documentation, resolution to operational problems and issues, and streamlining processes

Brentwood, Tennessee, United States

•Researched the latest educational trends to ensure project and requirements accuracy•Led and managed external RFI and RFP processes•Negotiated and managed all contracts and budgets for contractors, whether SMEs or external production vendors•Collaborated effectively with contracted subject matter experts (SMEs) and vendors, members of the content factory team, and other product or business-related stakeholders•Managed multiple projects and programs concurrently•Leveraged rapid, agile development techniques to create and maintain content for a rapidly changing environment•Assisted in defining ongoing or timely content development projects and resources necessary to complete effectively•Developed a detailed project plan that outlined scope, time, cost, quality, human resources, communications, risks, stakeholders, etc.•Led all 5 phases of a project: initiation, planning, execution, monitoring and controlling, and closing•Led meetings regarding project work and deliverables, identifying areas of risk/concern, documenting/assigning action items, with follow through to completion•Supported the Content Factory standards and policies and assisted in the creation and/or revision of existing processes and procedures

Brentwood, Tennessee, United States

•Developed and evolved our client success organization to achieve overall goals and defined key performance indicators.•Led, motivated, and developed a high performing team of Client Success Specialists; consistently monitored team to proactively identify potential problems, implement resolutions, and process improvements.•Built a world-class support organization; created a structure and culture that was fun, high-paced, and collaborative that inherently enjoyed solving issues for the customer.•Established the support tier strategy and delivered the tools necessary for each tier to perform responsibilities effectively while maintaining a fun and energetic environment.•Created and monitored support service level agreements and effectively reported results.•Created a smart, efficient and time-conscious escalation system, ensuring urgent issues that required more in-depth knowledge was handled quickly and completely.•Tracked bugs affecting users and worked closely with product development and customer success teams to ensure a timely resolution and effective status communication plan with the customer.•Performed root cause analysis and determined appropriate course of action; collaborated with Client Success team in delivering root cause analysis information and response communications.•Partnered with cross-functional leaders to drive initiatives that served the voice of the customer.

Greater St. Louis Area

•Prospected and closed new opportunities with new and established customers.•Assisted in hiring, oversaw training and development amongst branches, and direct activities of recruiters to acquire top talent for HireLevel’s client companies.•Worked across functions to influence the growth and directions of the geographical locations HireLevel supports.•Worked with the Client Relationship Managers to ensure the recruiting teams were identifying, pipelining, and proactively sourcing for qualified candidates to ensure HireLevel’s clients’ needs were met.•Assisted in new business development (proposal development, meetings, and presentations).•Communicated the client's goals, project requirements, and represented the client's interests to the team to ensure client expectations were met and being managed.•Ensured there was clear direction, communication, and execution for each branch and their goals by attending weekly communication meetings and strategic sessions.•Assisted in creating and monitoring adherence to staffing needs and client expectations.•Conducted operations observation amongst all offices to ensure consistency and compliance as well as complete unemployment claims, workers compensation and employee audits.

Greater St. Louis Area

•Managed a team of Contact Center Customer Service agents that worked at the Contact Center and home base remotely•Acted as communication liaison between the Contact Center and Enterprise Marketing Team to keep our Loyalty customers engaged in our Loyalty programs through our online customer membership database, promotions and communications•Coached individual and team performance for Contact Center performance goals and metrics•Planned team meetings and recap updates on a monthly basis•Worked with Department Managers to evaluate department goals and metrics for our agents•Trained agents on department skills and programs and attended training seminars quarterly•Acted as a mentor for Contact Center Management Trainees for the management program•Member of Contact Center Advisory Board, which entailed planning volunteer events and building community relations

Greater St. Louis Area

•Completed Management Trainee Roadmaps to gain management skills that honed on progressive discipline, different coaching styles and methods, performance, retention and employee engagement•Coached agents on performance and customer satisfaction in the Reservation department•Assisted with the Call Assistance Program with Telecom•Assisted Human Resources with employee audit•Assisted with Help Desk Escalation and Executive Travel Desk calls

Enterprise Contact Center

•Processed future schedule-related requests from Contact Center managers and employees•Researched and updated past schedule-related conflicts that negatively impacted the employees•Assisted Team Managers, Human Resource Coordinators, and employees with questions, concerns, and issues•Provided research and reporting to ensure accuracy before it negatively impacted the Contact Center employees and the Contact Center as a whole•Evaluated planned time-off and flex requests for employees •Researched and verified benefit day balances for managers

Bachelor Of Applied Science (B.A.Sc.), Public Relations, Advertising, And Applied Communication

Associate Of Arts (A.A.)