Michael Davis

Email: abqstx@r.postjobfree.com

Address: ***** *.**** ****

City: Phoenix

State: AZ

Zip: 85044

Country: USA

Phone: 405-***-****

Skill Level: Entry

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Michael Davis

Michael H. Davis

13220 South 48th Street, Apt 1115 Phoenix, AZ 85044

Phone: 405-***-**** Email: abqstx@r.postjobfree.com

Seasoned Manager and IT Specialist with over ten years experience in IT Project Management, Website Design, Database Management, Customer Service & Technical Support.

SUMMARY OF QUALIFICATIONS

Promoted from Customer Service Agent I to Customer Service Agent II at E-Telecare Global.

Promoted from CSA II to Quality Assurance Agent at E-Telecare; monitor calls to ensure agents are properly educating customers on Spring products and services.

Served as Intern for the United States Department of Agriculture to assist staff in preparing vital information for an EEO case.

Managed the replacement of computer hardware and installation of software in computer labs during internship with Langton University.

Computer skills: Knowledge of MS Word, PowerPoint and Outlook; intermediate skills in Access and Excel. Proficient in Java programming language.

Consistently meet/or exceed quotas, average approximately 15%; highest achievement at 25%.

Monitor calls between service reps and customers to ensure quality, courtesy and professionalism.

Listen to calls for fraud to determine whether reps were changing plans or ordering phones without customer permission; resolved 75% of all fraud problems independently.

Earned monthly bonuses for quality customer service; recognized by Sprint for having high conversion rate of 25%.

Increased sales to approximately 15-20 per week, which included rate plan changes and cell phones.

Gave feedback to corporate office on how to improve their plan for helping loyal Sprint customers. Suggesting a way to add direct connect in plans without additional charges.

EDUCATION AND TRAINING

University of Phoenix Phoenix, AZ 2011

Master of Information Systems

Langston University Langston, OK 2004

Bachelor of Business Administration, Management Information Systems

Served as Vice President and President of Pre- Alumni Association

PROFESSIONAL EXPERIENCE

University of Phoenix Phoenix, AZ 2009 Present

Enrollment Counselor

University of Phoenix is an organization that helps students that have a full-time job earning their degree by going to school online.

Meet with potential students interested in earning a Bachelors or Masters in business-related fields.

Assist students in filling out proper admissions and financial aid applications.

Prepare students for first class and answer any questions they have throughout their entire program.

Provide students with guidance and recommendations regarding which program is best suited to their needs/academic goals.

Lead new student orientation, helping students get used to tools in an online classroom and how to properly turn in assignments.

Offer counseling and developmental options for students to help with time management and improved study habits.

Work closely with team of other Enrollment Counselors and the Enrollment Manager to ensure quotas were met; consistently met and/or exceeded quotas of 100+ calls.

Oklahoma County Juvenile Detention Oklahoma City, OK 2005 Present

Detention Officer II

Promoted to Detention Officer II/Facility Manager in a group home environment, assisting clients with intellectual/developmental disabilities.

Coordinate schedules and make sure that all shifts are adequately staffed.

Attend monthly meetings to ensure clients within the facility attend their scheduled appointments.

Served as Vice President/President of College Alumni Association as an Undergraduate for two consecutive years.

Successfully trained all new hires; led to promotion to Shift Supervisor while attending university full-time.

E-Telecare Global Solutions Phoenix, AZ 2008

Customer Service Agent

E-Telecare is a company that is hired by third party companies to handle the overflow of customer service and sales for their customers.

Worked on the Sprint Loyalty Project; handled inbound/outbound calls to deal with various issues.

Adjusted and credited accounts, changed rate plans, and educated customers on Sprint products and services.

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