Over Three Decades of Exception Customer Service

www.linkedin.com/in/pdavis1060

Position: Customer Support

Personal Goal: Make Every Customer Contact a One and Done

Skillsets

Team Player/Customer-Focused

Old School Work Ethics - Motivated / Self-Starter

Can Meet or Exceed Metric Expectations

Proficient Communication Skills

Ability to Solve Problems Quickly & Efficiently

Natural Interpersonal Abilities

Exceptional Research & Reporting Skills

Ability to Quickly Assess customers' needs

Excellent Recall and Research Skills

Excellent Probing & Confirming Data

Fluent/Native English Speaker

Practiced in Use of Internet Search Engines

Adherence to Corporate Directives

SaaS/CMR & Zendesk Experience

Accurate & Detailed Data Entry

Intermediate Microsoft Office skills

Computer Literate

Adaptable & Proactive

Familiar with the Use of Google Calendars

Use and Organization of Google Docs

Technical Equipment (Home Office)

16 GBs RAM

Intel i7 CPU # 3.10GHx

Ethernet Internet Connection

USB Headset with Microphone

64 - bit Operating System (Windows 10)

Speed Test Results (SpeedTest.net/Local Connection)

Download 714.19 Mbps Upload 924.16 Mbps

Education

Northcentral University

Master's Degree

MBA Management/Marketing

2015 - 2017

GPS 3.4

West Texas A&M University

BGS – Focus on Mathematics & English

1982-1985/2009 - 2010

GPA 3.7

Honors: Deans List

Experience

Title: Customer Support Specialist

Independent Contractor

Client: Working Solutions/Planet Art & Turbo Tax

Oct 2020 - Feb 2024 (3 years 5 months)

• Adept at active listening, problem resolution, and providing options

• Skilled in responding to customer inquiries via phone, email, and chat

• Practiced in explaining detailed policies and procedures to Customers

• Able to recognize and Offer cross/up-sell products/opportunities

• Practiced in resolving conflicts quickly and professionally

Reason for New Position Search: Project Ending/Contact Concluded

Title: Merchandiser

Independent Contractor/Consultant

Companies Serviced:

Mosaic Acosta SPAR Lawrence Merchandising SAS

Jan 2010 - Mar 2020 (10 years 3 months)

• Hidden & Revealed Audits

• Product Resets/Demos/Display Set Up and Maintenance

• Establishing & Preserving Management/Associate Cooperation

• Educating Consumers/Management/Associates on Product Features/Benefits

• Detailed Observation and Reporting

Title: Customer Service Specialist

Sitel Group

Mar 2006 - Dec 2009 (3 years 10 months)

Projects worked:

USAA Auto Insurance Billing (Inbound) Relient Energy (Outbound) Avon (Outbound)

• Processed Insurance Payments (via CAD system)

• Researched policies and explained billing payment histories

• Offered Add-On Insurance/Banking Services

• Provided Service/Billing Solutions to Military Members

• Acted as new hire modeling agent via remote QA system

• Awarded USAA Military Coin for Excellence in Customer Care

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