Sarah Feldman's Location
Seattle, Washington, United States, United States
Sarah Feldman's Contact Details
Sarah Feldman work email
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Sarah Feldman personal email
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About Sarah Feldman
Dynamic, thoughtful leader with a proven history of leading large organizations to achieve company goals while driving best-in-class customer experience and strong employee engagement. Excels at working with internal and external business partners to create strategy, solve problems, achieve goals, and build relationships. Adept at growing high performing teams in fast paced environments. Creative problem-solver with a data-driven approach to understanding trends and identifying opportunities to drive customer satisfaction.
Sarah Feldman's Current Company Details
Customer Experience Expert | Strategic Operations Leader | Ex-Verizon, ClassPass
Sarah Feldman Work Experience Details
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Head Of Customer ExperienceHeadway Aug 2022 - Sep 2024New York, Us -
Director Of Customer ExperienceClasspass Jun 2021 - Aug 2022New York, Ny, UsAt ClassPass, I led a global organization that supported consumers across 30 countries and 15 languages. Some of the sub-functions I oversaw included operations, workforce management, quality, tooling/platforms and analytics. Some additional performance highlights include:• Invited by the CEO to join ClassPass Executive Leadership Team to recognize achievements and ensure consumer insights are considered in business-wide decisions• Grew agent support team by 300% in <30 days to support COVID-19 business recovery initiatives 2021• Delivering strongest performance across all metrics since ClassPass started COVID recovery efforts in major markets in April 2021; metrics include CSAT, first response time, first contact resolution, quality and productivity • Led strategic efforts to develop long-term volume forecasts and improve forecasting accuracy by 30%• Implemented new communication and analytics strategies to improve cross-functional collaboration with product, marketing, partnerships, and pricing & inventory teams• Led multiple strategic initiatives to drive team satisfaction and engagement, including CX associate rotation program, individual development plans, and workflow optimizations -
Head Of Visible Customer Care (Verizon Strategic Initiative)Verizon Jan 2018 - Jun 2021Basking Ridge, Nj, UsAt Visible Mobile (a Verizon company), I led the development and implementation of a new customer care organization from the ground up. Some responsibilities and accomplishments included:• Led the development and implementation of a new customer care organization while reporting directly to the COO, growing team by 300% since 2018 and guiding the work of 7 different workstreams across learning, social care, vendor management, quality, analytics, workforce management, and Tier 3 • Developed and iterated on digital care strategy that aligned with Visible's business strategy, mission and values, while managing annual budget • Expanded contact channels from digital-only (chat, SMS, and social media) to offer proactive outbound calling for the first time in May 2020• Grew agent support team by 350% by onboarding an additional BPO partner and launching 3 new care centers across Boise, Costa Rica, and Romania in a 6 month timeframe• Drove care performance to meet business OKRs across digital interactions and improved average CSAT by 25% and resolution rates by 37% in the span of 3 months• Partnered with product and engineering teams to continually iterate on Salesforce agent portal, driving down resolution time by 86% and escalation rates by 35% • Led care expansion to provide customer support for Yahoo Mobile by leveraging existing resources and operational framework -
Associate Manager, Cx Analytics And ConsultingConvergys 2017 - 2017Our team of researchers, analysts and consultants can transform your customer interactions into a competitive advantage – improving loyalty, driving revenue, and lowering costs.• Led a 6-month engagement with a major healthcare provider to identify opportunities to improve the customer experience across all channels (digital, IVR, mobile application, call, and chat). On first project, identified opportunities to save $1.4M annually and improve home delivery experience for pharmacy customers.• Supported the professional development of junior team members across the consulting practice by providing formal and informal performance feedback and coaching to individuals' strengths and opportunities
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Senior Specialist, Cx Analytics And ConsultingConvergys 2016 - 2017• From May 2016 to August 2017, acted as project manager on an internal analytic workstream that solved complex business problems in customer service environments for the second largest BPO firm in the world.• Leveraged advanced analytics to deliver data-driven insights to senior leadership that improved customer experience and operational efficiency through process improvements, agent training/coaching, quality monitoring redesign and systems enhancements. Common analyses included root cause, call driver, correlation, trending, and customer journey mapping.• Led teams of up to 5 analysts to deliver actionable recommendations that improved CVG operational performance ($5.3M annual cost savings identified). Identified 82 recommendations to improve customer satisfaction (+15.9%), improve first call resolution (+3.3%), decrease AHT (-26s), decrease service disconnects (-6.4%), increase sales, and decrease agent attrition• From January to May 2016, led partnership with a top Fortune 100 telecommunications company in developing a large-scale Voice of the Customer program and provided ongoing analytical support• Supported the professional development of junior team members across the consulting practice, and served as subject matter expert on report design and data visualization
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Specialist, Cx Analytics And ConsultingConvergys 2014 - 2016• Created project plans and oversaw execution of analytic projects that leveraged contact center data and complex analyses to recommend impactful changes to business policies, operations, processes, training and technology for a top CVG client • In 2015, worked on 12 special studies for a Fortune 100 telecommunications company that produced 53 recommendations with a total annual financial impact of $6.6M• Served as the Team Lead on 7/12 studies in 2015, driving results from teams of 2-5 consultants
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Consulting AssociateCorona Insights 2012 - 2014Denver, Colorado, UsCorona Insights serves as a resource for our customers needing to make decisions on a wide variety of topics. Through market research, advanced analysis, and strategic consulting, Corona helps their customers uncover the right answers to the questions most important to them, and then guides them on how the answers can inform their decisions and plans. • Analyzed and synthesized data gathered from quantitative and qualitative research methods; identified findings and actionable insights• Prepared/wrote reports of findings and recommendations to communicate results of project to customers• Designed interview guides, focus group guides, surveys and other data collection tools to customer specifications• Sourced, selected and managed relationship with vendor partners• Organized, administered and managed focus groups, in-depth interviews and surveys• Assisted in writing proposals to win new projects; created work scopes, budgets and schedules• Led exploration of innovative tools/methodologies and developed new, advanced reporting templates to advance Corona's practice -
Project Manager, Survey Analysis (Contract)Oracle 2011 - 2012Austin, Texas, Us• Managed global market research surveys for Oracle server and storage software and hardware product lines• Facilitated meetings with engineering and marketing teams to develop Conjoint and MaxDiff market research surveys• Examined, formatted and analyzed large datasets using advanced Excel skills and statistical techniques to identify critical results and notable sub-groups• Prepared and delivered presentations to communicate survey results to key internal stakeholders and upper management teams• Developed market-specific insights and provided actionable recommendations for software and hardware development• Generated Business Objects analyses to communicate the project and requirements management status of programs under development -
Project Manager, Recruiting (Contract)Qualvu 2010 - 2011Lakewood, Colorado, UsQualvu connects our clients with their truth. The company is changing the qualitative research industry through an innovative video-based platform that enables companies to connect with their customers, gather rich insights, and make better business decisions. • Planned and executed the recruiting efforts of more than 30 ethnographic projects through the entire project lifecycle for Fortune 500 companies• Oversaw team of up to 5 recruiters and managed resources to lead projects to a successful outcome• Managed project changes and interventions to achieve participation goals• Programmed, sampled, and executed surveys to recruit participants -
Data Processor (Contract)Benenson Strategy Group 2010 - 2010New York, Ny, UsBenenson Strategy Group is a global strategic research and consulting firm whose clients include President Barack Obama, the AARP, Panera Bread, Toyota and ESPN.• Processed and analyzed complex datasets using statistical analysis software and methodologies to develop winning political strategies and corporate marketing campaigns• Worked directly with senior management to address research needs and generate relevant project deliverables including crosstab books, summary requests, and topline reports• Decreased time BSG spent on corrective measures by as much as 67% by introducing and implementing procedural workflow documents for the processing and project management teams• Created and utilized QuickBasic programs to create new datasets and convert thousands of open-ended survey responses into quantifiable, usable data
Sarah Feldman Skills
Market Research
Project Management
Data Analysis
Customer Insight
Excel
Marketing
Customer Experience Consulting
Market Analysis
Program Management
Qualitative Research
Focus Groups
Consulting
Report Writing
Survey Development
Spss
Business Objects
Presentation Development
Business Insights
Editing
Crm
Customer Relationship Management
Social Media
Business Process Improvement
Analytical Skills
Customer Experience
Quality Management
Vendor Management
Microsoft Powerpoint
Sql
Leadership
Customer Service Management
Customer Service
Technical Presentations
Voice Of The Customer
Customer Experience Management
Customer Service Operations
Quantitative Analytics
Sarah Feldman Education Details
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The University Of Texas At AustinBachelor Of Science (B.S.)
Frequently Asked Questions about Sarah Feldman
What is Sarah Feldman's role at the current company?
Sarah Feldman's current role is Customer Experience Expert | Strategic Operations Leader | Ex-Verizon, ClassPass.
What is Sarah Feldman's email address?
Sarah Feldman's email address is sa****@****gys.com
What schools did Sarah Feldman attend?
Sarah Feldman attended The University Of Texas At Austin.
What skills is Sarah Feldman known for?
Sarah Feldman has skills like Market Research, Project Management, Data Analysis, Customer Insight, Excel, Marketing, Customer Experience Consulting, Market Analysis, Program Management, Qualitative Research, Focus Groups, Consulting.
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