Sarah Davis

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.

Technical Support Advisor at Transcom Worldwide (2025-05 – Present)

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 at RUI USA (2024-04 – 2025-02)

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 at Alorica Inc. (2022-05 – 2023-05)

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 at GDIT (2020-07 – 2021-10)

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 at LACG (2018-01 – 2020-03)

Resolved client issues via inbound calls and chats, enhancing satisfaction, and reducing crises.

• Informed potential clients about addiction services through outbound calls, increasing engagement.
• Supported clients with gambling, substance abuse, and suicidal tendencies, ensuring comprehensive care.
• 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.
• Boosted client retention by refining crisis intervention techniques on the helpline.

Bachelor of Science in Psychology Pre-Counseling – Capella University (2026-03)

High School Diploma – Southwood High School (2015-05)