Objective
To find a challenging position, with the possibility of advancement, where I can use my skills to benefit both the company and our customers.
Sarah M. O'Dell
Resume
Qualifications
I enjoy challenges, am a quick learner, and always strive to expand my expertise. I strongly believe in finding ways to work more efficiently, while still maintaining a high level of quality. I believe the “right” path isn’t necessarily the easiest. I am passionate about sharing knowledge with others. I am detail-oriented, and I work well in a group or on my own. I am proficient with the use of Microsoft® Office and various web site development tools, and am familiar with Adobe® Creative Cloud software, for both the Windows and Macintosh operating systems.
Employment
Trek Bicycle Corporation
Waterloo, WI
Global Training – Learning Services Specialist
July 2021-November 2021
- Design and maintain knowledge base/document library websites for both internal and external users in multiple countries.
- Collaborate with several teams from throughout the department and company to determine user “self-help” requirements.
Marketing / Ascend RMS Brand – Technical Writer / Communications Specialist
December 2020-June 2021
- Write, publish, and maintain user documentation (online/web site, PDF, and print) for international Microsoft® SQL-based point of sale/retail management software suite in an Agile software development environment. Coordinate translation/localization for international locations.
- Write, publish, and maintain release notes/change logs for software updates (beta/early release and general releases). Communicate release dates and important caveats to users.
- Design and maintain knowledge base and Microsoft Azure/WordPress-based websites for both internal and external users in multiple countries.
- Collaborate with several teams from throughout the department and company to determine recommended user practices.
- Assist with planning and creation of additional user resources (e.g. training videos/courses and monthly blog posts) and marketing materials.
Ascend RMS Software - Technical Writer / Communications Specialist
December 2010-November 2020
- Write, publish, and maintain user documentation (online/web site, PDF, and print) for international Microsoft® SQL-based point of sale/retail management software suite in an Agile software development environment. Coordinate translation/localization for international locations.
- Maintain WordPress and Microsoft® SharePoint websites for both internal and external users in multiple countries.
- Collaborate with several teams from throughout the department and company to determine recommended user practices.
- Assist with planning and creation of additional user resources (e.g. training videos/courses and weekly blog posts).
- Assist with training new department employees and staffing the technical support call center.
Ascend RMS Software - Support Technician
April 2008-December 2010
- Answer incoming customer calls and e-mails regarding services and billing.
- Train customers in proper and recommended usage of point of sale/retail management software suite.
- Investigate abnormalities in customer databases (Microsoft® SQL-based). Coordinate required resolutions with second-level support and the customer.
Robert Half Technology
Middleton, WI
Trek Bicycle Corporation Ascend Support Technician
March 2008-April 2008
- Answer incoming customer calls and e-mails regarding services and billing.
- Train customers in proper and recommended usage of point of sale/retail management software suite.
- Investigate abnormalities in customer databases (Microsoft® SQL-based). Coordinate required resolutions with second-level support and the customer.
Network Engineering Technologies Project Coordinator
February 2008
- Coordinate installation dates/times with individual stores. Answer incoming calls from on-site technicians to log in and out of work sites.
DDS Staffing Resources / Medical Staffing Resources
Middleton, WI
HumanaOne Insurance Customer Intake Specialist
October 2007-January 2008
- Contact customers for transfer to underwriter to complete interview for health insurance applications. Schedule callbacks when customer unavailable.
Wisconsin Newspaper Association (WNA)
Madison, WI
Clipping Bureau Search Technician
January 2006-August 2007
- Prepare and digitally photograph incoming newspapers from throughout the state. Transmit images to consultants for inclusion in database.
- Search database for articles matching customer specifications. File copies of customer account details.
Sitel Corporation
Madison, WI
Dispute Resolution Customer Service Professional
July 2003- November 2005
- Investigate customers' concerns of incorrect billing, and perform corrections when necessary. Handle escalated and irregular corrections and disputes.
DSL Account Setup Subject Matter Expert/Team Manager Assistant
March 2000-July 2003
- Coordinate documentation and implementation of new/updated policies and procedures with the client.
- Train new and existing agents. Some backup management duties (e.g. monitoring agents' time, attendance, and daily work).
- Set up and modify customer accounts according to service changes. Investigate customers' concerns of incorrect billing, and perform corrections when necessary. Handle escalated and irregular corrections and disputes.
Web Site Services Customer Service Professional
August 1999-March 2000
- Answer incoming customer calls regarding services and billing.
- Set up and modify customer accounts according to service changes.
Halloween Express
Madison, WI
Customer Service
October 2000
- Handle sales, stocking, returns, refunds, and replacement of merchandise.
- Answer in-store and telephone inquiries.
- Ensure store is adequately organized and clean.
Kmart
Madison, WI
Customer Service
April 1997-August 1998, April 1999-January 2000
- Handle sales, stocking, returns, refunds, and replacement of merchandise.
- Answer in-store and telephone inquiries.
- Train new and existing cashiers.
- Ensure store is adequately organized and clean. Verify accurate register closing.
- Substitute for employees absent from other departments (including janitorial/receiving/food service).
Drake and Company
Madison, WI
Epic Systems Corporation Receptionist
September 1998-February 1999
- Answer and direct incoming inquiries via telephone, postal mail, and in person.
- Ensure adequate stock of office supplies, proper operation of office equipment, and coordinate necessary repair and/or re-ordering.
- Assist with copying, binding, etc. of documents for both internal and customer use. Ensure preparation of materials completed in time for scheduled training classes.
University of Wisconsin - Madison Saturday Enrichment Program
Madison, WI
Assistant Teacher
March 1997-April 1997
- Assist primary teacher with development, planning, and coordination of class plans. Take over classroom instruction when primary teacher unavailable.
Education
Moraine Park Technical College
Fond du Lac, WI
June 2015-present
Web Site Coordinator Certificate
- Expected 2017
Information Technology - Web Designer/Developer Technical Diploma
- Expected 2018
Information Technology - Web Development & Design Specialist Associate in Applied Science Degree
- Expected 2019
Madison College (formerly Madison Area Technical College)
Madison, WI
January 2004-May 2013
Web Site Development Certificate
- Awarded 2008
Courses toward Administrative Assistant Associate in Applied Science Degree
- Dean's List Fall 2007