Sarah Labuda

Conduct QA reviews of calls, emails, and chats to ensure compliance and quality standards.

Audit claim calls for accuracy in benefits and claim processing.

Provide weekly reports, highlight trends, and recommend corrective actions.

Lead agent shadowing sessions for real-time coaching and skill development.

Collaborate with leadership to improve overall CX quality

Co-founded independent film and audio production company.

Led projects from concept to post-production, including budgeting and scheduling.

Managed creative teams and ensured technical and artistic quality.

Oversaw editing, sound design, and quality review of final deliverables.

Coordinated marketing campaigns and supervised release strategy.

Promoted to Scoring Director, managing up to 6 supervisors and 85 agents.

Ensured consistent application of scoring standards across teams.

Designed training modules and monitored calibration for accuracy.

Provided coaching and feedback to supervisors and agents.

Tracked operational metrics, timelines, and quality indicators.

Delivered receptionist and intake services for law firms and businesses.

Qualified leads and gathered client details with high accuracy.

Advanced from CSR to Account Manager handling sales, billing, and support.

Researched chat/call trends and tracked technical issues in ZenDesk.

Delivered multi-chat support with strong accuracy and satisfaction ratings.

Resolved technical issues via phone and chat with top CSAT scores.

Managed concurrent chats across multiple systems efficiently.

Managed Amazon and wholesale accounts, resolving escalations and disputes.

Researched purchasing/returns trends to identify fraud and reduce claims.

Created templates and training materials to improve customer response quality.