Vickie E. Davidson

Stone Mountain, GA *****

ac3498@r.postjobfree.com 770-***-****

Data Entry Specialist

Provide Superior Service for Optimal Customer Experience

Experienced in customer service support and call center operations, with a focus on data entry and tracking. Strong computer skills and fast, accurate data entry. Tech Savvy, quickly learning and adapting to new software and systems. Practical, articulate, and creative, working independently with little to no supervision. Excellent written and verbal communications skills and an active listener, addressing individual customer needs.

Expertise

Remote Telework

Keyboarding – 62 wpm

Report Generation

Customer Service and Support

Invoicing

Spreadsheets

Database Management

Internal Communications

Microsoft Office: Word, Excel, Outlook, PowerPoint

Professional Experience

AUTOTRADER.COM (Cox Automotive), Atlanta, GA 2004 – 2017

Data Entry Coordinator / Data Entry Specialist (2011 – 2017)

Moved through the ranks of customer call center support organization, initially supported private seller customers, then automotive dealers that generated high revenue, to coordinating data entry processing, and lastly data entry specialist, entering hundreds of vehicle listings each week.

Complied, sorted, and verified accuracy of data, reviewing source documents and putting information into a spreadsheet and assigning data entry to employee for processing.

Participated in a team on automating paper process of dealership contracts, reducing processing time from 8 days to less than 24 hours.

Exceeded target of 95% data accuracy consistently.

Surpassed target goal of entering at least 15 contracts per day; individual daily average was at least 20 contracts daily, with contracts supporting hundreds of entries.

Vickie Davidson ac3498@r.postjobfree.com Page Two

Call Center Customer Support – Private Sellers / Dealers (2004 – 2011)

Served as point of contact for private sellers who place ads on Autotrader.com. Took orders, managed ad placement, and invoiced and received payments.

Trained customers on using the product website, reducing call volume and promoting the self-help capability of the website.

Promoted to support high-volume dealers as a result of technical knowledge and customer service expertise.

NEXTEL COMMUNICATIONS / TELETECH INC, Duluth, GA 1998 – 2004

OSC Specialist – Center Scheduler

Scheduled 600+ employees in 24X7 call center that supported wireless customers.

Coordinated employee vacation schedules and hourly call center traffic demand forecasting with management, ensuring appropriate coverage of call lines.

Generated schedule report on staffing of 24x7 call center to ensure center was fully staffed to meet demands of incoming calls and customer needs.

Updated staffing assignments and reported on a daily (sometimes hourly) schedule.

NATIONAL DATA CORPORATION (NDC), Atlanta, GA 1984 – 1997

Call Center Supervisor / Call Center Scheduler / Call Center Trainer

Provided troubleshooting for ACD telecommunications spans and tandem software, which controlled inbound and outbound T-spans. Trained 800+ customer service representatives on landline long distance and approval for Visa and MasterCard. Conducted performance evaluations, team meetings, and customer complaint resolutions.

Controlled call center efficiency and call flow, maintaining 95% service levels and meeting efficiency goals.

Implemented customer care manual for training purposes, decreasing training time for 8 weeks to 6 weeks.

Met customer support score card goals with excellent review ratings for all quarters for each year.

Earned company-wide employee award for “Simply Outrageous” Customers Service.

Education / Professional Development

Bank Teller Training, Atlanta Business College, Atlanta, GA

Studies in Business Administration, Georgia State University, Atlanta, GA

National Data Corporation employer-sponsored training: Advanced Corporate Management and InterServ PAR, Atlanta, GA

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