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
• 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

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 department leads to maintain resource skills matrices to leverage in resource planning

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.
• 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
• 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

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
• 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

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.
• 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.
• Illicit business & system requirements manages requirements through development, testing, and deployment
• Communicate requirements to development team and assists with creating IT development plan

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.
• 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
• 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.
• Performing these tasks while always maintaining an awareness and sense of urgency regarding the Access Center… Show more
• 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

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

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