Sarah Warren Email and Phone Number

• Led the launch of a new SaaS membership website designed as the flagship product for 2,000 members in the US and Canada. Resulting in 100% satisfaction and zero churn.• Spearheaded the integration of customer support tooling, optimizing workflows across support channels to enhance operational efficiency and reduce response times, resulting in a 35% improvement in customer satisfaction scores.• Defined, tracked, and analyzed product metrics to drive insights and performance improvements, including setting benchmarks to measure client satisfaction, product usage, and process efficiencies.• Released products and programs within a fast-paced, dynamic environment, focusing on agile project methodologies to ensure quick pivots in response to evolving business and client needs.• Developed multiple collaborative teams to drive product releases, resulting in numerous, contemporaneous on-time deliveries.• Championed a “how can we do this for them” philosophy that transformed client adoption of SaaS products.• By redesigning seven tools into “done-for-you” solutions, I reduced client effort by 90% while increasing client usage by 100%.• Presented program goals, outcomes, and performance metrics to senior executives, driving visibility and alignment on project priorities and outcomes.• Wrote comprehensive playbooks to guide platform usage and onboarding processes, ensuring smooth execution on the back end.• Ensured continuous improvement through client feedback surveys and data-driven decision-making.

• Created and implemented targeted sales and training strategies that achieved company objectives and enhanced team productivity.• Recruited, trained, and led a high-performing sales team, fostering a collaborative environment prioritizing customer success and engagement.• Drove consistent growth and performance by aligning team objectives with company sales goals, emphasizing data-driven decision-making to optimize client outcomes.

• Directed quality assurance team responsible for recording and improving customer success metrics for site of 400+ agents, multiple products, T1 and T2 support and two countries - USA and Mexico.• Forecasted demand and scaled team up to meet Apple needs, improving operational efficiency and response times.• Determined performance gaps and implemented process improvements leading to COPC audit compliance and certification.• Designed and implemented a new KPI dashboard that tracked team performance and customer satisfaction metrics, providing visibility into process efficiency and areas for improvement.• Wrote the Scope of Support playbook for the quality team.• Streamlined onboarding process for new agents by working cross-functionally with the training team to ensure prompt readiness for live calls.• Presented key performance insights and program goals to senior Apple executives, fostering transparency and aligning on shared objectives.• Ensured compliance and process consistency across multiple sites in New Mexico and Texas.