Sarah Dickson Email & Phone Number

Milton, Florida, United States

• Subject matter expert for Reporting and Analytics for the web team• Partner with other department leads to provide custom reporting or metrics as needed for all SonicWall web properties• Utilize Google Analytics to identify traffic spikes, analyze and report on traffic, channels/sources, demographics, and other metrics• Create, test, and implement tags via Google Tag Manager (GTM) for the purpose of enhanced engagement analytics, adherence to GDPR standards, and integrations with… Show more • Subject matter expert for Reporting and Analytics for the web team• Partner with other department leads to provide custom reporting or metrics as needed for all SonicWall web properties• Utilize Google Analytics to identify traffic spikes, analyze and report on traffic, channels/sources, demographics, and other metrics• Create, test, and implement tags via Google Tag Manager (GTM) for the purpose of enhanced engagement analytics, adherence to GDPR standards, and integrations with APIs• Partner with marketing leads as the primary developer for the blog, and assist writers/engineers with time sensitive security news alerts• Track project roadmaps, requirements, and ticket work via JIRA, Confluence, and MS Project• Build code for efficient, optimized and mobile-friendly websites using a variety of software and languages, and deploy code via CI/CD process using Git & MS Azure Show less

Cantonment, Florida, United States

• Work with Professional Services Practice Leaders and Project Managers to allocate resources based on the requirements for each account and project• Adjust allocations based on rapidly changing sales forecasts, team capabilities, and project requirements• Ensure capacity to support opportunities and projects, identifying resource needs and or excess• Developing best-in-class resource capacity management and forecasting processes• Work with department leads to maintain resource… Show more • Work with Professional Services Practice Leaders and Project Managers to allocate resources based on the requirements for each account and project• Adjust allocations based on rapidly changing sales forecasts, team capabilities, and project requirements• Ensure capacity to support opportunities and projects, identifying resource needs and or excess• Developing best-in-class resource capacity management and forecasting processes• Work with department leads to maintain resource skills matrices to leverage in resource planning• Develop robust reporting and KPI dashboards to facilitate resource management, capacity planning, and forecasting Show less

Cantonment, Florida, United States

• Coordinate and conduct complex system analyses feasibility studies and implementation studies of potential computer applications to determine the advisability and profitability of adapting complex electronic data processing techniques to Navy Federal functional areas• Analyze business needs to develop and implement solutions that leverage systems and processes• Works with the business to understand their needs, related to information technology and enhance business process by… Show more • Coordinate and conduct complex system analyses feasibility studies and implementation studies of potential computer applications to determine the advisability and profitability of adapting complex electronic data processing techniques to Navy Federal functional areas• Analyze business needs to develop and implement solutions that leverage systems and processes• Works with the business to understand their needs, related to information technology and enhance business process by promoting new functionality• Using advanced knowledge of the organization’s technology infrastructure and specific software applications assist the business to implement strategic vision through technology• Stakeholder/contributor on complex systems projects and project teams• Lead full lifecycle project implementation• Exercise advanced technical knowledge of all phases of applications systems analysis Show less

Cantonment, Florida, United States

• Implemented, and continue to administrate and maintain corporate blog• Identify and mitigate security risks, and brute force attacks as well as maintain the black and white list of IP addresses via a Web Application Firewall• Utilize Google Analytics to identify traffic spikes, analyze and report on traffic, channels/sources, demographics, and other metrics• Work with PR and Marketing Directors to ensure all press releases and blog posts are coded correctly, visually appealing… Show more • Implemented, and continue to administrate and maintain corporate blog• Identify and mitigate security risks, and brute force attacks as well as maintain the black and white list of IP addresses via a Web Application Firewall• Utilize Google Analytics to identify traffic spikes, analyze and report on traffic, channels/sources, demographics, and other metrics• Work with PR and Marketing Directors to ensure all press releases and blog posts are coded correctly, visually appealing, and posted on time• Track project roadmaps, requirements, and ticket work via JIRA and Confluence• Coordinate with Product Marketing Managers to ensure all products are entered into WebCollage syndication tool• Primary administrator for Global Online and Marketing SharePoint sites• Perform web updates to corporate website via a combination of WordPress and coding expertise including html, CSS, JavaScript, and PHP Show less

Lake Stevens, Washington, United States

• Responsible for coordinating and facilitating teamwork across departments and vendors and create project plans/schedules• Serve as a liaison between the customer and Dell’s IT team and other core business partners for e-business solutions• Document key project artifacts as required for each project, such as: user stories/requirements, use cases, UI mockups, traceability matrix, flow diagrams, testing requirements, project roadmap, project plan, project schedule, roles & responsibility… Show more • Responsible for coordinating and facilitating teamwork across departments and vendors and create project plans/schedules• Serve as a liaison between the customer and Dell’s IT team and other core business partners for e-business solutions• Document key project artifacts as required for each project, such as: user stories/requirements, use cases, UI mockups, traceability matrix, flow diagrams, testing requirements, project roadmap, project plan, project schedule, roles & responsibility matrix, communication plan, issues/risk log, etc• Illicit business & system requirements manages requirements through development, testing, and deployment• Communicate requirements to development team and assists with creating IT development plan• Create test and release plans with IS Team, leads UAT and Production Testing• Identify bugs, prioritize, work with IS to assign to a release• Create project communication plans and lead meetings• Identify and track risks, issues, dependencies, and decisions• Create and follow best practices for Business & Systems Analyses, Testing, Release Management, and Project Management Show less

Redmond, Washington

• Responsible for forecasting and developing staffing requirements for Gas First Response, planning and administering scheduling for Gas First response to ensure cost effectiveness, productivity, and centralized coordination of daily activities• Ensure adequate staffing and work levels are achieved to meet gas operation performance indexes in the area of emergency response, system maintenance and compliance, and optimal service to customers• Provide management personnel with meaningful… Show more • Responsible for forecasting and developing staffing requirements for Gas First Response, planning and administering scheduling for Gas First response to ensure cost effectiveness, productivity, and centralized coordination of daily activities• Ensure adequate staffing and work levels are achieved to meet gas operation performance indexes in the area of emergency response, system maintenance and compliance, and optimal service to customers• Provide management personnel with meaningful reports and diagnostics of performance levels• Prepare, investigate, and audit SAP, PCAD, and BI reports to assist with operational analysis• Utilize departmental systems to build forecasting tools and develop staffing requirements and models Show less

Bothell, Washington

Perform all job duties of a CSR I in addition to handling escalated calls and more complex billing and service order issues.

Bothell, Washington

• Facilitate customer service at the Customer Access Center by serving as first point of contact and assisting customer with starting, stopping, and transferring service, setting up payment arrangements and budget payment plans according to credit guidelines, answering billing inquiries, creating electric and gas reconnect service orders, reporting outages, and processing pledges• Performing these tasks while always maintaining an awareness and sense of urgency regarding the Access Center… Show more • Facilitate customer service at the Customer Access Center by serving as first point of contact and assisting customer with starting, stopping, and transferring service, setting up payment arrangements and budget payment plans according to credit guidelines, answering billing inquiries, creating electric and gas reconnect service orders, reporting outages, and processing pledges• Performing these tasks while always maintaining an awareness and sense of urgency regarding the Access Center service level as well as personal performance metrics Show less

Seattle, Washington

• Answer 5th Avenue Theatre calls in the phone center• Provide sales and customer service in the box office• Maintain up to date knowledge of 5th Avenue Theatre Broadway musical productions, policies, history, and public relations• Provide friendly and helpful customer service by answering questions in a confident manner• Quickly and efficiently process Tessitura orders• Track and solve customer issues, and use good judgment when making exceptions

Seattle, Washington

• Supported 4 call centers by performing call volume and schedule analysis, monthly and daily forecasting, real time call routing in multiple queues between 3 call centers• Acted as primary administrator for Aspect eWorkforce Management software• Created and maintained schedules for workgroups between multiple locations• Trained agents and managers on Workforce Management policies and procedures• Created and maintained Workforce Management SharePoint sites• Wrote and updated… Show more • Supported 4 call centers by performing call volume and schedule analysis, monthly and daily forecasting, real time call routing in multiple queues between 3 call centers• Acted as primary administrator for Aspect eWorkforce Management software• Created and maintained schedules for workgroups between multiple locations• Trained agents and managers on Workforce Management policies and procedures• Created and maintained Workforce Management SharePoint sites• Wrote and updated web based operating instructions on Workforce Management procedures for agents, managers, and team members• Acted as team lead for junior analysts Show less

Seattle, Washington

• Created and maintained schedules for 3 call centers• Analyzed call metrics, scheduled to maximum efficient coverage level to meet 5% maximum abandon rate and 90% service level goals• Coordinated events with 20 sales team managers in 3 sites• Ran metric reports for multiple managers, performed month end metric reporting, and created presentations

Lynnwood, Washington

• Provided leadership to 3 junior office assistants as team lead• Originated employee unsecured loans with 98.9% audit quality score• Prepared preliminary compliance documents for correspondence• Ordered business cards and supplies• Completed weekly mail merge• Performed routine office equipment maintenance• Submitted trouble tickets and maintenance requests for office• Created and maintained process flow manual

Harrisburg, Oregon

• Filed paperwork• Maintained confidential customer files• Requested and tracked office supply orders• Performed data entry and maintained Eclipse CRM• Created forms, metered mail, and delivered weekly bank deposit• Created and maintained company manual containing company procedures, instructions, forms, and help tables for use by current and future Harrisburg Insurance staff