Sarah Coopersmith

Sarah Coopersmith

Sr. Customer Service Rep at Tiny Prints

San Francisco Bay Area

Current
Past
Education
  • American University - Kogod School of Business
Connections
50 connections
Industry
Information Technology and Services
Websites

Sarah Coopersmith’s Summary

I am a recent college graduate with the advantage of having nearly 1 full year of post-graduate work experience from VeriSign.

I am looking for another position where either I could utilize Tealeaf or where I could use my skills and knowledge in the User Experience field.

I know how to make your website easier for your customers to use.

On a personal note, I enjoy creating things; from sewing and crocheting to cooking and baking.

In the past I made duct-tape wallets with extremely intricate designs and styles, many years ago I made some money from doing this and if the opportunity rose I would do it all again.

Sarah Coopersmith’s Specialties:

Tealeaf


Sarah Coopersmith’s Experience

  • Sr. Customer Service Rep

    Tiny Prints

    (Privately Held; Consumer Goods industry)

    July 2009Present (5 months)

  • Business Analyst

    VeriSign

    (Public Company; VRSN; Information Technology and Services industry)

    June 2008April 2009 (11 months)

    At VeriSign I was the Customer Support Tealeaf expert. I used the Tealeaf customer experience recording, monitoring, and reviewing tool to analyze the VeriSign support website. I was solely responsible for creating metrics, scorecards, dashboards, reports, and documentation for executives. Additionally I reported issues found to appropriate parties for resolution across the organization.

    Some of the metrics I dealt with included: session count, bot model (which excludes automated web sessions or "robots"), incorrect password/challenge phrase entered, search volumes, content views, contact escalations (emails sent, chats initiated).

    Additionally I have helped pilot programs that aim to improve information and communication flow through the organization.

    And lastly, for my day-to-day work I created and maintained reports using MS Excel multiple times a week to update weekly reports for customer support executives.

  • Web Services Intern

    TIG Global

    (Privately Held; 51-200 employees; Hospitality industry)

    June 2007April 2008 (11 months)


Sarah Coopersmith’s Education

  • American University - Kogod School of Business

    BS , Business Technology , 20042008

    Deans List -- Spring '07, Fall '08


Additional Information

Sarah Coopersmith’s Websites:

Sarah Coopersmith’s Groups:

American University

  •    TMS Networking
  •    VeriSign Alumni Group
  •    Tealeaf Users
  •    Online and Web Analytics Worldwide

Sarah Coopersmith’s Honors:

Deans List Spring '07 -- American University


Sarah Coopersmith’s Contact Settings

Interested In:

  • career opportunities
  • consulting offers
  • new ventures
  • expertise requests
  • reference requests
  • getting back in touch

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