Sarah Tyler

Experience

• 

  Consolidated Freightways

  Sept 2000 - Sept 2001

  Payroll Specialist/Accounts Receivable Specialist

  Verified and submitted employee time sheets while adhering to weekly and monthly deadlines. Data entry of backlogged expenses and expense reports; organized and filed documentation for Accounts Receivable. Reviewed, corrected, and settled expense reports to ensure timely reimbursement.

• 

  U.S. Bank

  Jan 2002 - Sept 2003

  Senior Personal Banking Specialist (Customer Service Dept.)

  Cultivated customer loyalty by offering excellent service while responding to customer inquiries and requests. Maintained strict customer privacy policies regarding banking account information and PII. Achieved and exceeded monthly sales quota and job performance goals

• 

  NW Natural

  Oct 2003 - Nov 2021

  Spearheaded process improvements in 3 tasks resulting in 46% software cost reduction and 23% decrease in task work time. Led 5 different teams ranging from 2 to 18 employees while using Workforce Management tools to ensure staffing and schedule adherence for department phone coverage. Developed employees by training and coaching to quality standards, supplying feedback, and monitoring performance. Ensured customer satisfaction by empowering employees to provide solutions; took escalated calls when needed. Functioned as a department SME in audit preparations to demonstrate compliance with PUC rules and regulations. Show less Executed manual testing for NW Natural website, VRU self-service, and CIS system using current test methodologies. Created and maintained QA related documentation including test cases, scenarios and scripts, and defect/bug tracking. Verified end results matched customer’s request; coordinated changes with development where expectation was not met. Acted as a liaison and coordinated deployments/releases between IT work groups to ensure harmonious promotion. Trained stakeholders on software applications to promote training efficiency and testing coverage. Show less

  • Customer Contact Center Supervisor (CCC Dept.)

    Mar 2015 - Nov 2021

  • Systems Analyst/QA 1 (IT&S Dept.)

    Aug 2011 - Mar 2015

  • Senior Customer Service Representative/Lead Trainer (CCC Dept.)

    Oct 2003 - Aug 2011
• 

  City Home PDX

  May 2022 - Aug 2022

  Customer Service Consultant

  Quickly gained in-depth understanding of company products to clarify customer issues, analyze root causes, and provide quick resolution. Reduced customer backlog from 150+ to >50 within 5 weeks. Created detailed CS training manual and trained new hire CS Specialist; assisted in interview process. Collaborated with sales teams and warehouse crews to improve company workflow process, leading to more efficient resolutions and a direct drop in customer complaints.

• 

  Columbia Sportswear Company

  Oct 2022 - Jan 2023

  Consumer Relations Lead

  Effectively handled executive and Better Business Bureau level customer escalations. Contacted customers regarding company survey feedback to address concerns, questions, and complaints. Used strong, creative critical-thinking skills to assist customers in product purchase, returns, and warranty claims.

• 

  NW Natural

  Jan 2023 - now

  Compliance Analyst

  Actively ensures company complies with all local, state, and federal requirements. Develops and reviews Operational Controls related to compliance regarding federal and state security directives. Creates, maintains, and collaborates on compliance documentation within company. Prepares for and assists with internal and external audits. Reviews audit findings, prepares responses, and makes recommendations where appropriate.