Sage Ambrose

I was promoted to TSE at the end of 2024 as I began leading a comprehensive redevelopment of our onboarding and knowledge-sharing processes, training approximately 20 team members over the course of several years. This initiative has continued through the present day.

I also helped train Archie during his deployment, as well as testing and providing feedback for the other AI features as we integrated them into our Tier 1 processes.

In addition to this expanded scope, I maintained all prior responsibilities, including DSA, chat, phone, and email support, as well as serving as the SME for social media, retention policies, and WebArch. Throughout this time, I earned the highest CSAT scores on the team, maintaining a perfect all-5s rating for the entirety of 2025.ort, Case work, KCS Coach, Training, DSA,

At the outset of my Smarsh journey, I provided platform guidance to clients, participated in the training and mentorship of new hires, and was also made a member of a team of Designated Support Agents (where larger clients could pay to receive help from their own personal advanced Support Rep).

I embraced the newly-formed KCS initiative from the get-go, eventually rising to KCS coach, a role I thoroughly enjoyed. Around that same time, I worked with my team lead to lay the foundations for what would become our standardized onboarding process (at that time, we had none).

Assisted customers in selecting products that meet their needs. Supported team members in achieving sales goals. Maintained product displays to enhance customer experience.

Certified in Apple's authorized service provider program. Provided technical support while also offering device repair services.

Assisted in delivering class instruction and training sessions to educate Apple users on iPhone and Mac Software platforms.

During my time with GoDaddy in my QA and Training role, I focused on training initiatives across three teams totaling approximately 60 representatives, overseeing structured call monitoring and coaching programs for both frontline reps and supervisors.

Using NICE to review and evaluate performance, I monitored eight calls per person per month and assessed not only soft skills, call flow, and sales technique, but also the accuracy, clarity, and effectiveness of information delivery.

In addition to coaching individual contributors, I partnered closely with team managers to strengthen their ability to develop their reps, improve overall call quality, and enhance case handling standards across the organization.