Open to opportunities

Sarah Richardson

@sarahrichardson

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Customer-focused SaaS Support Specialist with 10+ years of experience.

United States

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What I'm looking for

I am looking for a company that values its employees, fosters a healthy work culture, and provides real opportunities for growth and advancement.

I am a dedicated and results-driven professional with over 10 years of experience in customer support and technical assistance within SaaS environments. My expertise lies in managing multi-channel communication, troubleshooting technical issues, and resolving billing inquiries efficiently. I have a proven track record of delivering exceptional service, ensuring customer satisfaction, and optimizing workflows to enhance team efficiency.

In my most recent role as a Senior Support Advisor at Transcom, I managed high volumes of client interactions, proactively identifying and resolving issues to achieve first-call resolution. I have successfully handled executive-level escalations and complex cases, demonstrating my ability to navigate challenging situations while maintaining professionalism and empathy. I am passionate about improving user experiences and creating knowledge base content that empowers both customers and support teams.

As I look to advance my career, I seek a dynamic remote SaaS environment where I can leverage my skills in customer advocacy, team leadership, and process optimization to make a meaningful impact. I am committed to fostering a positive work culture and contributing to a company's success through exceptional service delivery.

Experience

Work history, roles, and key accomplishments

Senior Support Advisor

Transcom

Aug 2020 - Jan 2025 (4 years 5 months)

Led escalations and case management as a Tier 2 Senior Support Advisor, managing high volumes of client interactions and resolving complex issues. Trained in Apple billing systems and handled executive-level escalations, ensuring high-quality service and customer retention.

Customer Support Problem Solving Process Improvement Communication Technical Proficiency Customer Advocacy Technical Troubleshooting

Covid Contact Tracer

TEKsystems

Jun 2020 - Jul 2021 (1 year 1 month)

Provided compassionate support during sensitive client interactions, analyzing trends and improving communication workflows. Conducted in-depth investigations while ensuring data accuracy and compliance.

Data Entry Communication Problem Solving Compliance Data Management Analysis Reporting

Certified Personal Trainer

Equinox

Jun 2018 - Apr 2020 (1 year 10 months)

Developed personalized fitness programs and provided expert nutrition guidance, building strong client relationships to drive motivation and accountability for sustainable lifestyle changes.

Client Relationship Management Program Development Motivity Communication Fitness

Supervisor

Core Cleaning

Mar 2015 - Jun 2018 (3 years 3 months)

Supervised daily operations and managed a team, ensuring high-quality service delivery and prompt resolution of client concerns. Developed training materials to enhance team performance.

Team Management Training Development Quality Assurance Problem Solving Communication Operations Management

Personal Trainer Management Trainee

Freedom Fitness

Jan 2012 - Mar 2015 (3 years 2 months)

Oversaw daily operations and employee task management, enhancing team collaboration and maintaining operational efficiency while fostering strong customer relationships.

Team Collaboration Operations Management Task Management Communication Leadership

Customer Support Representative

VXI

Jan 2010 - Nov 2011 (1 year 10 months)

Provided first-level technical support across multiple products, achieving a high first-call resolution rate while maintaining professionalism and empathy in customer interactions.

Technical Support Customer Service CRM Management Communication Problem Solving Data Entry

Administrative Assistant

Lubbock Financial Services

Jul 2007 - Jul 2009 (2 years)

Managed scheduling, correspondence, and client records for a busy financial services office, providing exceptional customer service and ensuring compliance with company standards.

Scheduling Customer Service Documentation Data Entry Compliance Communication