Sarah Fiebiger, Mba, Cx-I, Csm Email & Phone Number

Remote, Us

Waltham, Ma, Us

• Advised client executives on conversation intelligence strategy, program maturity, and business value.• Led strategy discussions with executives and stakeholders to advise on conversation intelligence roadmaps and value plans.• Consulted clients on building and scaling world-class transformative and strategic conversation intelligence teams.• Developed new value framework, ROI models, and maturity models for pre-/post-sales.• Provided strategic consulting services for clients/prospects globally, including several Fortune 50 companies.• Consulted clients on program management & continuous improvement best practices for conversation intelligence analytics.

Newark, California, Us

• Led and mentored analytic consultants to drive actionable insights through data-driven storytelling, resulting in significant and lasting business value/ROI.• Built and scaled transformative strategic analytic programs across multiple regions including the US, Philippines, and Brazil.• Managed Program Managers & Consultants across various locations, ensuring effective program delivery and client satisfaction.• Guided analytic consultants in utilizing quantitative & qualitative insights to inspire action, enhancing decision-making processes.• Spearheaded multiple department workstreams, including recruiting, onboarding, and training, and managed CX Observation Center operations in the Philippines.• Established and managed workload for new CX Observation Center, optimizing efficiency and ensuring quality data collection.• Developed and maintained senior client relationships, becoming a trusted partner in driving business outcomes.• Established new analytic consulting programs for leading global telecom companies, optimizing operational efficiency and driving value.• Implemented program governance protocols, templates, and tracking processes to ensure effective program management and value realization.• Coached teams on data-driven storytelling techniques, serving various organizational levels.• Improved data cleansing, manipulation, and analysis efficiency through initiatives such as implementing new intern programs.

Boulder, Colorado, Us

• Managed end-to-end research processes and teams, advising top North American utility leaders on CX/UX strategies, resulting in enhanced customer satisfaction and loyalty.• Authored 50+ influential CX best practice studies, reports, and blogs, shaping industry standards and methodologies.• Provided actionable assessments to utilities, driving improvements in self-service UX design and account management.• Led Innovation Week winning team, proposing a new Utility Credit & Collections Benchmark, addressing industry challenges.• Introduced a new presentation format, improving comprehension and meeting customer needs more effectively.• Served as ScrumMaster for Market Research and CX teams, ensuring efficient project management and delivery.• Played a pivotal role in executive leadership councils, contributing insights and influencing strategic decision-making.

Denver, Colorado, Us

• Resolved customer complaints and problems, positively impacting customer satisfaction, paperwork, shrink, inventory, troubleshooting systems.• Optimized shelf space to increase rentals and sales• Managed and trained employees, set shift sales goals, and schedule shift duties

Laguna Beach, Ca, Us

• Managed survey quotas, people, and workload on site while training for Site Manager• Recruited people to take entertainment market research surveys

Master Of Business Administration (Mba)

Bachelor'S Of Fine Art, Film Production - Directing & Scriptwriting

Bachelor'S Of Fine Art, Film Production

Courses: Japanese Language I, Intro To Statistics, Accounting I