Sarah Daugherty

Monitored third-party call center to ensure contract compliance • Reviewed all received, recorded, and dispatched service calls to engineers. • Monitored service calls to ensure timely service delivery. • Assisted customers with service-related issues via phone and correspondence. • Utilized computerized 5 systems for tracking and information gathering.

• Acted as direct point of contact for clients, assisting with product and application inquiries. • Managed customer relationships and provided timely follow-ups. • Independently managed tasks to meet sales goals. Participant Services Supervisor | WEX, Inc. | Brookings, SD | July 2018 to December 2020 • Managed a team of 18-25 participant services specialists both in office and remotely across the nation. • Provided developmental coaching based on confidence, information retention, and critical thinking

Managed a team of 18-25 participant services specialists both in office and remotely across the nation. • Provided developmental coaching based on confidence, information retention, and critical thinking. • Trained and educated Leads and Specialists on pre-tax benefits and COBRA administration. • Created a connected culture by promoting open communication, continuous learning, and teamwork. • Ensured specialists understood and complied with WEX’s objectives, performance standards, and policies. • Answered questions from specialists on team and department regarding product knowledge, procedures, verbiage, and handling escalated phone calls. • Monitored team members’ performance, provided learning or coaching opportunities, and created Performance Improvement Plans as needed. • Stayed up to date on IRS Regulations for Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and COBRA.

• Led a team of customer service representatives to provide outstanding participant support, resolving complex issues and initiating follow-up when necessary. • Developed and implemented training programs to improve team performance and ensure compliance with company policies and procedures. • Analyzed data and metrics to identify areas for process improvement, providing feedback to management for proactive enhancements.

• Assisted participants by answering questions, solving problems, and educating them on products. • Received incoming customer calls and responded to email and chat inquiries professionally and accurately. • Promoted a favorable image of WEX through positive interactions with customers. • Researched inquiries using available resources and followed confidentiality guidelines. • Met monthly customer service statistical goals and quality standards. • Participated in initial and continuous departmental training and gained advanced knowledge of all WEX Health products.