SARAH DAVIS
Summary
Experienced with counseling practicum students, providing tailored guidance and support. Utilizes strong communication and interpersonal skills to build trusting relationships. Knowledge of effective counseling techniques and ethical practices ensures positive impact on student development.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Advisor
Transcom Worldwide
05.2025 - Current
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 15%.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Created detailed documentation for complex technical issues, simplifying resolution process for colleagues and clients alike.
- Continuously sought opportunities to enhance personal knowledge and skills through attending industry conferences, webinars, and ongoing training sessions.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
Retention Specialist
RUI USA
04.2024 - 02.2025
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Developed strategies to improve customer experience and increase loyalty.
- Analyzed customer data to identify trends that could be used to reduce churn rate.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Participated in cross-functional teams dedicated to developing innovative solutions for reducing churn rate.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Customer Service Representative
Alorica Inc.
05.2022 - 05.2023
- Worked closely with sales team members to ensure successful onboarding of new clients.
- Assisted in the development of strategies aimed at improving long-term customer loyalty.
- Provided one-on-one coaching sessions for employees on best practices related to client retention efforts.
Customer Service Representative
GDIT
07.2020 - 10.2021
- Handled client inquiries via inbound calls, boosting satisfaction and loyalty.
- Guided clients through government website navigation, improving user experience.
- Delivered essential COVID-19 recovery information, supporting public health initiatives.
- Resolved IT issues efficiently, maintaining system functionality and client trust.
- Enhanced client data security by implementing robust E-Verification protocols.
Helpline Specialist
LACG
01.2018 - 03.2020
- Resolved client issues via inbound calls and chats, enhancing satisfaction, and reducing crises.
- Supported clients with gambling, substance abuse, and suicidal tendencies, ensuring comprehensive care.
- Boosted client retention by refining crisis intervention techniques on the helpline.
- Informed potential clients about addiction services through outbound calls, increasing engagement.
- Collaborated with the team to improve support strategies, achieving better client outcomes.
- Facilitated workshops to enhance support strategies, leading to a measurable increase in client satisfaction.
Education
Bachelor of Science - Psychology Pre-Counseling
Capella University
MN03-2026
Skills
- Microsoft Office
- Individual & Group Counseling
- Career Management
- Intake Experience
- Crisis Intervention
- Accounts Receivable
- Administrative Experience
- Coachability
- Payroll administration
- Relationship management
- Time Management
- Personnel conflict management
- Customer retention strategies
- Problem-solving abilities
- Adaptability and flexibility
- Team building
- Policy enforcement
- Customer relationship Building
- Team motivation
- Sales strategy development
- Teamwork and collaboration
- Communication skills
- Remote support
Certification
- ODARA Certificate, Ontario Domestic Assault, 2018-02-01, Present
- Suicide Assist, Applied Suicide Intervention, 2018-01-01, Present
References
- Megan Winn - U.S. Army & Keller Williams Realty - (318) 773-7934
- Corporal KeiArahn Lewis - Shreveport Police Department - (318) 621-1017
- Catherine Cooper - State of Louisiana Depart. of Education - (318) 773-5124
Timeline
Technical Support Advisor
Transcom Worldwide
05.2025 - Current
Retention Specialist
RUI USA
04.2024 - 02.2025
Customer Service Representative
Alorica Inc.
05.2022 - 05.2023
Customer Service Representative
GDIT
07.2020 - 10.2021
Helpline Specialist
LACG
01.2018 - 03.2020
Bachelor of Science - Psychology Pre-Counseling
Capella University