SARAH PRINCE
Slippery Rock
Summary
Recent M.A. graduate in English and Writing seeking to leverage a strong foundation in curriculum development and student support within a remote instructional setting. Proven ability in delivering engaging presentations and managing diverse learning environments, with a primary commitment to fostering student success in online higher education.
Overview
12
12
years of professional experience
Work History
Support Specialist II
Honorlock
Boca Raton, FL
10.2024 - Current
- Consulted with faculty to design and deploy digital assessments across major Learning Management Systems (LMS), including Canvas, Blackboard, and D2L/Brightspace.
- Facilitated student success by resolving technical barriers to exam access and navigating complex digital testing environments.
- Educated students on best exam practices.
- Facilitated proactive solutions to issue resolution.
- Collaborated on pedagogical research and knowledge base development to improve institutional instructional standards and platform efficacy.
- LMS Administration & Instructional Support: Expert-level proficiency in Canvas, Blackboard, and D2L/Brightspace. Orchestrated the creation, deployment, and troubleshooting of digital examinations for university-wide faculty and student populations. Contributed to institutional research and the revision of technical knowledge bases to streamline instructional workflows.
Customer Support
ModSquad (Clients: PeopleFun, Picaboo, A&E Network, Pokémon, Wizards of the Coast)
Sacramento, CA
11.2017 - 09.2024
- Developed and delivered comprehensive training modules and presentations for new personnel; provided structured evaluative feedback and performance scoring to ensure adherence to institutional standards.
- Orchestrated large-scale support and communication across multi-modal platforms, maintaining professional discourse with a diverse population of stakeholders.
- Efficiently managed a rigorous workflow of over 300 daily interactions, demonstrating exceptional organizational skills and the ability to maintain accuracy under high-pressure conditions.
- Resolved complex account and billing discrepancies through rigorous analytical problem-solving, navigating intricate administrative hurdles and fiscal protocols.
- Moderated live digital platforms to uphold community guidelines and professional ethics, ensuring a productive and respectful environment for all participants.
- Acted as a subject matter expert for high-value service agreements, articulating the nuances of specialized institutional products and services to varied audiences.
Client Services Advisor
Peter Sage
Essex, United Kingdom
10.2023 - 03.2024
- Managed high-volume professional correspondence, ensuring timely and accurate resolution of complex account and billing inquiries.
- Utilized advanced de-escalation techniques to resolve sensitive client issues, maintaining high satisfaction ratings and institutional reputation.
- Collaborated on the revision of organizational knowledge bases to streamline internal protocols and improve information accuracy.
- Administered contract negotiations and promoted high-value service agreements through clear, persuasive communication.
T2 Chat Advisor
KellyConnect (Client: Apple)
Troy, MI
06.2019 - 05.2023
- Facilitated professional development seminars for staff on high-level communication strategies, including conflict resolution and de-escalation techniques.
- Mentored and onboarded Tier 1 advisors, providing direct instructional support to ensure mastery of technical protocols and institutional standards.
- Managed multi-channel communication (live chat, phone, email), demonstrating the ability to multitask in high-pressure environments while maintaining quality of service.
- Maintained a quality score and service record of 98%.
- Consulted on hardware and software solutions, performing needs-based assessments to align technical resources with stakeholder goals.
Chat Support Advisor
Sykes (Client: Xbox)
Englewood, CO
08.2014 - 09.2017
- Managed multi-channel communication via phone and live chat, delivering clear and professional guidance to a diverse range of stakeholders.
- Resolved complex administrative discrepancies regarding account management and billing, ensuring accuracy and adherence to institutional policy.
- Conducted needs-based assessments to recommend specialized software and service solutions, aligning technical resources with user goals.
- Demonstrated high-level multitasking and organizational skills in a fast-paced, digital-first environment.
Education
Master of Arts - English (Gothic Studies)
NATIONAL UNIVERSITY
SAN DIEGO, CA03-2026
Bachelor of Arts - History
PENN STATE UNIVERSITY
WORLD CAMPUS05-2025
Bachelor of Arts - English
AMERICAN PUBLIC UNIVERSITY
CHARLES TOWN, WV05-2025
Associate of Arts - History
BUTLER COUNTY COMMUNITY COLLEGE
BUTLER, PA08-2022
High School Diploma -
SLIPPERY ROCK AREA HIGH SCHOOL
SLIPPERY ROCK, PASkills
- Effective Communication
- Expertise in English/Writing
- Problem-solving
- Student Support and Assistance
- Curriculum Development
- Adaptability
- Organization
- Presentation Delivery/Lectures
Timeline
Support Specialist II
Honorlock
10.2024 - Current
Client Services Advisor
Peter Sage
10.2023 - 03.2024
T2 Chat Advisor
KellyConnect (Client: Apple)
06.2019 - 05.2023
Customer Support
ModSquad (Clients: PeopleFun, Picaboo, A&E Network, Pokémon, Wizards of the Coast)
11.2017 - 09.2024
Chat Support Advisor
Sykes (Client: Xbox)
08.2014 - 09.2017
Master of Arts - English (Gothic Studies)
NATIONAL UNIVERSITY
Bachelor of Arts - History
PENN STATE UNIVERSITY
Bachelor of Arts - English
AMERICAN PUBLIC UNIVERSITY
Associate of Arts - History
BUTLER COUNTY COMMUNITY COLLEGE
High School Diploma -
SLIPPERY ROCK AREA HIGH SCHOOL