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Sara McNair

Sara McNair

Site Analyst, Process Improvement

DIRECTV, now part of the AT&T family

Huntsville, Alabama Area, us

Passionate about my business acumen, ambitious, self-motivated individual with a strong attention to detail. I’m able to easily meet deadlines and am comfortable working remotely as well as on-site. I’m motivated, innovative, and love problem solving which has lead me to my current career in Process Improvement. I have gr...


DIRECTV, now part of the AT&T family

Site Analyst, Process Improvement

Use analytical tools and problem solving techniques to determine the underlying causes of process breakages that impact care call centers, or the customer experience.

Based on root cause analysis, recommends solutions to improve operational performance.

Act as project lead, or subject matter expert to help guide process improvement projects to implementation.

Communicates findings to appropriate parties, including different levels of Customer Care management in regular intervals or as requested.

Independently builds productive relationships and collaborates with Operations and other support areas in Customer Care.


Operations Support Specialist

Ability to optimize the day-to-day activities of a business. Responsible for implementation of business operation initiatives from site to Enterprise levels.

Analyzing business's current operations, identifying customer needs, creating reports, developing improvement plans and assisting departments in implementing changes.

Ensure compliance with operational policies and standards. Identify and implement continuous improvement initiatives to increase business efficiency.

Colaborated with other departments to conduct yearly SOX Audits to ensure operations is within compliance.

Develop and update training programs based on ongoing experience, process metrics and feedback from process users.

Track, measure, and resolve performance issues and risks.

Partner with Customer Care Leaders and business partners to review, analyze, and recommend process improvements to positively impact the customer experience and business results.

Support Team Leaders, Team Managers, Customer Service Representatives, and Site Leadership in handling internal and external customer escalations.