Sara Hernandez Email & Phone Number

Portland, Or, Us

San Francisco, Us

San Francisco, Us

San Francisco, California, Us

- Engineering liaison to Customer and Product Operations - Project management; utilized agile methods, kanban and Jira for development, tracking and collaboration with stakeholders- Incident management via Blameless, Slack and Tandem/Google Meet- Women in STEM ambassador for TechOps team; participated in shadowing sessions for interns and colleagues in Customer and Product Operations- Created process and workflow documentation via Notion, LucidChart, Google Sheets- Developed comprehensive two-week onboarding course for all TechOps new hires via Udemy- Developed cross-departmental SOP documentation and flowchart for bug reporting and incident management- Reduced initial bug response time from 6+ months to under 72 hours- Bug investigation and triage via Jira, Kibana, Amplitude, ReTool, Metabase, staging environments- Bug tracking and reporting via Jira, Slack and weekly syncs with Product Operations and Engineering squads- Developed Q4 bug bash proposal and acquired SLT approval, allowing for dedicated engineering time to be allotted for overdue ticket resolution prior to start of Q1 2023

New York, Ny, Us

- Utilized deep pool of knowledge to manage high-priority, high-complexity cases, while also identifying and resolving internal gaps in efficiency, knowledge and process- Mentored prospective and new specialists to ensure they reach and fulfill their goals and potential - Reworked outdated escalation process, resulting in SLA reduction of 4.5 days, higher CSAT due to quicker resolution and decrease in escalations and casework management times- Created and taught workshop for advisors on best practices for escalated cases, decreasing de-escalations due to insufficient testing and notes

New York, Ny, Us

- Resolved multiple cases across multiple channels simultaneously, while operating above benchmarks - Facilitated and participated in onboarding modules to train and mentor new-hires - Mentored Tier 1 advisors one-on-one to facilitate large-scale metric and knowledge gains- Created and presented informational workshops on complex concepts for all advisors- Collaborated on various projects to improve universal CSAT and advisor productivity

- Conceptualized and coordinated shows for roster bands at local & regional venues - Developed and maintained relationships with local venue owners, booking agents, media outlets - Worked as PR and creative director (press releases, posters, one-sheets, merch) for roster bands - Designed album artwork and executed layout using Photoshop, InDesign and Illustrator- Mentored roster and non-roster bands on branding opportunities, promotion best practices, etiquette

Portland, Or, Us

- Booked and coordinated interviews and travel for candidates, recruiters, managers - Fostered relationships with local hotels to ensure the optimal experience for visiting candidates - Vetted applicants for summer intern program via resumé review and phone interviews- Managed expenses and offer process for recruiters and applicants via Concur and Docusign

Portland, Or, Us

- Managed and mentored multiple phone-based customer service and data entry teams- Directed weekly team meetings to surface program and benchmark expectation changes, and to celebrate team and individual wins - Utilized Salesforce to perform quality control checks, and to create weekly and monthly deliverables for project managers, product owners and clients