Customer Service Experience

JESSICA A. DAVISON

RALEIGH, NC • 660-***-**** • *******.****.**@*****.***

HTTPS://WWW.LINKEDIN.COM/IN/JESSICA-DAVISON-3093BA177/ DIRECTOR OF CUSTOMER SERVICE

CUSTOMER SERVICE MANAGEMENT • SALES OPERATIONS • BUSINESS STRATEGY Developing and implementing customer service strategies and policies to improve customer satisfaction and retention. Performance-driven, Hardworking, and Results-focused Director of Customer Service with experience leading and coaching high-performance teams, developing and implementing effective customer service policies and procedures, and leveraging technology to enhance customer experience. Adept at developing and implementing training programs that improve employee engagement and performance, increasing customer loyalty and retention. Poised to drive business growth and elevate the customer experience, with a commitment to continuous improvement and a passion for customer advocacy. Exhibited proficiency in creating and executing innovative strategies that maximize efficiency and productivity while focusing on customer-centricity.

Signature Strengths:

Cross-functional Team Leadership Customer Relationship Management (CRM) Operations Management Business Process Improvement Sales Management Account Management Customer Experience Performance Evaluation (KPI)

Strategic Planning Change Management Salesforce.com Business Strategy Customer Retention PROFESSIONAL EXPERIENCE

FERRELLGAS FEB 2021 - PRESENT

Customer Service Manager

Overview: Oversaw a nationwide support initiative, leveraging Salesforce to provide on-the-spot management and unrivaled customer service, regardless of the region, and consistently exceeding customer expectations. Conducted extensive customer research, actively listening to their needs and preferences and integrating these insights into the customer service strategy, which elevated the overall experience and fostered a deep connection with the brand. Selected Career Benchmarks:

Revitalized a team of 18 customer service specialists (CSSs) lacking strong leadership in the CSM role for an extended period, instilling a culture of excellence that fostered unprecedented productivity and customer satisfaction.

Partnered with Operations to deliver top-notch customer service to thousands of clients, forging and negotiating strategic buying agreements and arming CSSs with data-driven metrics to effectively manage high call volumes.

Mentored and coached a diverse team of CSSs daily, leading by example and customizing communication and coaching strategies based on individual personality styles and evidence-based metrics, resulting in continuous growth and outstanding KPIs.

Actively contributed to company-wide integration efforts by learning and teaching Salesforce and Peoplesoft to operations and customer service personnel, earning recognition as a valuable mentor and champion of innovation. FERRELLGAS AUG 2020 – FEB 2021

Management Development Program-Trainee

Overview: Spearheaded cross-functional collaboration efforts to successfully solve complex business problems, drive innovation, and optimize operational efficiency. Conducted thorough analyses of the corporate setting to identify areas for improvement and present strategic recommendations to senior management, contributing to the overall success and growth of the company. Selected Career Benchmarks:

Immersed self in the inner workings of Ferrellgas and Blue Rhino, gaining a comprehensive understanding of the company's operations, culture, and values, which paved the way for a promising career path.

Forged valuable connections with colleagues across the company, offering valuable insights on optimizing processes and operations and continuously seeking opportunities to enhance efficiency, productivity, and customer satisfaction.

Gained comprehensive insights into the roles of Logistics Supervisor, District Manager, Customer Service Manager, and Service Scheduler to pinpoint the ideal management position for a long-term career path.

Provided mentorship and guidance to future program trainees, sharing expertise and experience to ensure their professional success and personal growth and contributing to a positive, supportive, and inclusive company culture. JESSICA DAVISON P A G E 2

MAURICE’S FEB 2019 – APR 2020

Assistant Manager

Overview: Directed sales and service processes oversight, resulting in increased efficiency and a more streamlined operation, optimizing team productivity and revenue generation. Demonstrated strong financial acumen by performing open and close daily deposits, ensuring accurate tracking of all transactions, and maintaining compliance with company policies. Selected Career Benchmarks:

Utilized exceptional communication skills to effectively coach associates on positive or negative performances, acting as a valuable liaison between management and employees.

Proactively created, approved, and reviewed hourly, daily, and weekly income goals to drive revenue growth and align team performance with organizational objectives, driving sustained growth and profitability.

Mastered the art of building trust and rapport among peers and championed a culture of collaboration and innovation, eliciting confidence through clear and effective communication. EDUCATION

State University (Northwest)

Bachelor of Science Major: Organizational Communication ACTIVITIES

Natural Propane Gas Association Aug 2022 - Present Growth and Retention Council Sep 2022 - Present

Chapter FFA President Aug 2015 - May 2016

Area III FFA Reporter, Northeast Missouri Aug 2015 - May 2016 University Ambassador, Missouri State University Nov 2016 - May 2018

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