Sarah Ray
Customer Experience Manager, Escalations @Albert
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WORK HISTORY
Customer Experience Manager, Escalations @Albert
Act as the senior point of ownership for high-priority customer escalations, ensuring timely resolution and improved customer health outcomes- Support leadership of a 15-person escalations organization, driving SLA consistency, case quality, and customer-first execution- Partner closely with Compliance, QA, Operations, and Training teams to ensure escalations meet regulatory and service standards- Lead internal alignment across Support, Product, and Engineering to improve resolution workflows and prevent repeat issues- Contribute to performance management initiatives including coaching, knowledge development, and escalation readiness- Support onboarding and enablement efforts through training content and process documentation tailored to evolving customer needs.
EDUCATION
Glendale Community College
Associate's degree, Business Administration and Management, General
Grand Canyon University
Bachelor of Science - BS, Business Administration and Management, General
ABOUT SARAH RAY
Dynamic and results-oriented professional with over 10 years of experience in customer relationship management and evidence-based strategies. Proven track record in leading cross-functional teams to enhance customer engagement and satisfaction. Adept at analyzing customer data, developing actionable insights, and driving initiatives to improve customer experiences and business outcomes.
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