SARAH STURGIS
Ladson
Summary
Results-driven customer service and technical support professional with 8+ years of experience across telecommunications, insurance, and benefits administration. Adept at resolving complex technical and billing issues, improving customer retention, and driving sales outcomes. Currently pursuing an MBA in Healthcare Administration & Management, with a strong commitment to transitioning leadership skills into healthcare operations, patient services, and administrative management. Proven communicator with a track record of delivering high-impact solutions in fast-paced, compliance-sensitive environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Care Expert
T-Mobile USA
North Charleston, SC
10.2024 - Current
- Deliver front-line technical support for wireless devices and home internet, resolving connectivity, device, and account issues with a consistent first-call resolution focus.
- Manage billing disputes, warranty claims, and account modifications, ensuring accuracy and regulatory compliance while maintaining high customer satisfaction scores.
- Promote products, services, and digital app features—contributing to upsell targets and customer engagement metrics in a competitive telecommunications environment.
- Apply healthcare-relevant skills in documentation, privacy compliance, and patient-centered communication approaches aligned with MBA coursework.
Account Care Expert
T-Mobile USA
North Charleston, SC
06.2024 - 10.2024
- Provided multi-channel technical support for wireless and home internet customers, reducing escalations through proactive troubleshooting.
- Handled sensitive account transactions including warranty processing and billing adjustments with precision and empathy.
- Maintained strong customer retention metrics through solution-focused communication and follow-through.
Customer Success Agent
SelectQuote Insurance
Remote
11.2023 - 03.2024
- Guided customers through policy enrollment, claims processes, and post-sale support, ensuring clarity in benefits and coverage decisions.
- Identified client needs and recommended supplemental insurance products, increasing policy attachment rates through consultative selling.
- Strengthened retention through proactive outreach, reducing lapse rates and improving overall client satisfaction.
Benefit Administrator
Benefitfocus
Charleston, SC
08.2022 - 02.2023
- Administered employee benefits enrollment and ongoing support for a large-scale client portfolio, ensuring accuracy in eligibility determinations and claims processing.
- Resolved complex eligibility and claims disputes by interpreting plan documents and coordinating with carriers and HR stakeholders.
- Maintained compliance-grade records in HRIS and CRM systems, supporting audit readiness and data integrity standards.
Logistics Coordinator
Odyssey Logistics
North Charleston, SC
01.2022 - 04.2022
- Coordinated domestic and international shipments, managing carrier relationships and resolving delivery exceptions to maintain service standards.
- Leveraged SAP and CargoWise platforms to track shipments, generate reports, and streamline operations workflows.
Benefit Coordinator
Benefitfocus
Charleston, SC
08.2016 - 11.2017
- Supported employee benefits enrollment and eligibility management for employer clients, ensuring timely and accurate processing.
- Resolved benefits-related inquiries and escalations, maintaining strong client relationships through responsive service.
- Maintained detailed records in HRIS systems in alignment with HIPAA and data governance standards.
Education
Bachelor of Science - Entertainment Business
Full Sail University
MBA - Healthcare Administration & Management
Western Governors University
Salt Lake City, UT04.2026
Skills
- Technical Troubleshooting
- Billing & Claims Resolution
- Customer Retention Strategies
- Healthcare Administration
- Account & Benefits Management
- Sales Support & Upselling
- CRM Systems (SAP, CargoWise)
- HRIS & Data Reporting
- Compliance & Documentation
Certification
- Life Insurance Agent License (Active)
- Certificate in Medical Administration
- Certificate in Manual Software Testing
HEALTHCARE-RELEVANT COMPETENCIES
- HIPAA Awareness
- Benefits Enrollment & Claims
- Patient-Centered Communication
- Healthcare Operations (MBA)
- Data Integrity & Compliance
- Insurance Policy Administration
- Cross-Functional Coordination
- CRM & HRIS Platforms
Timeline
Technical Care Expert
T-Mobile USA
10.2024 - Current
Account Care Expert
T-Mobile USA
06.2024 - 10.2024
Customer Success Agent
SelectQuote Insurance
11.2023 - 03.2024
Benefit Administrator
Benefitfocus
08.2022 - 02.2023
Logistics Coordinator
Odyssey Logistics
01.2022 - 04.2022
Benefit Coordinator
Benefitfocus
08.2016 - 11.2017
Bachelor of Science - Entertainment Business
Full Sail University
MBA - Healthcare Administration & Management
Western Governors University