Sarah Coopersmith

Current

• Sr. Customer Service Rep at Tiny Prints

Past

• Business Analyst at VeriSign
• Web Services Intern at TIG Global

Education

• American University - Kogod School of Business

Recommended

2 people have recommended Sarah

Connections

50 connections

Industry

Information Technology and Services

Websites

• My Blog

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 2009 — Present (5 months)

• Business Analyst

  VeriSign

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

  June 2008 — April 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 2007 — April 2008 (11 months)

Sarah Coopersmith’s Education

• American University - Kogod School of Business

  BS , Business Technology , 2004 — 2008

  Deans List -- Spring '07, Fall '08

Additional Information

Sarah Coopersmith’s Websites:

• My Blog

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