Ervia P. Davis

Tax Guard

Call Center/Data Entry 2021

Outbound calls to IRS for Individual and Business clients to obtain tax information

Enter data into proprietary Tax Guard system for clients for compliance with IRS

Deckers Brands 2020-2021

Team Lead

Supervise and motivate Customer Care Reps to perform their best

Facilitate regularly scheduled One on Ones, Huddles and Team Meetings

Create activities for engagement to keep staff motivated!

Answer questions from coaches and representatives and provide guidance and feedback.

Assist in hiring and onboarding of new employees.

Oversee daily duties of team coach(s) and representatives

Track performance of team KPIs, Metrics, and Goal

Coach and Mentor to team KPIs, Metrics, and Goal

Prepare monthly/annual results and performance reports

Make sure all employees adhere to

Ensure adherence to policies for attendance, established procedures, company policies, and guidelines

Zayo Group

Data Integrity Specialist 2018- 2020

Responsible for accurate and complete data migration from acquired and legacy companies.

Proactively engage with Product Groups, Design and Billing teams to verify accurate information on embedded base circuits.

Assist with aspects of billing migration activity during acquisitions of new companies.

Work with Billing and IT teams to implement system and/or process improvements.

Verification of third-party vendors on embedded base circuits.

Assist in service order validation process to enable accurate load into the billing system.

CenturyLink 2015-2018

Service Activation Lead

NAR Requests – Scheduling activations/upgrades for IPVPN circuits

Address various escalations that come in and resolve for orders that come in for Level 3/CenturyLink customers

Monitored calls and provided feedback during coaching sessions.

Reviewed individual production, work quality, performance management and initiating corrective action as needed.

Caregiver 2014-2015

Caregiver for Mother until her passing in July 2015 – prepared meals, fed, assisted her with daily needs such as toileting, bathing, hygiene, meals, etc.

CNA, Occupational and Physical Therapists came to assist with care – I helped with exercises and palliative care.

Comcast 2012-2014

Business Class Service Lead/Supervisor

Responsible for coordinating the day-to-day functions of the Field Sales team and Call Center sales team located in the West Division including the California, Houston, Mile High, Mountain, Portland, Seattle and Twin Cities.

Accountable for individual results and impact on team.

Watch and support Inbound/Outbound sales team in getting orders through the Salesforce, Workbench, billing task queues and pipeline.

Oversee all Workbench Tasks for Sales Representatives from pulling work queue information.

Work Order Acceptance/Reject tasks.

Ensure Surveys and Serviceability are done on time and sales representative have results.

Work Reschedules with Sales Representatives, Sales Support Representatives and customers.

Integra Telecom 2010-2012

Provisioning Specialist/Lead

Resolved complaints as it relates to the Call Center.

Maintains extensive contact with external customers as well as internal customers.

Worked with phone and data vendors, local exchange carriers (LECs) and other competitive local exchange carriers (CLECs) to ensure the customer experience is a positive transition.

Facilitates service activation and changes through number porting, analog trunks, PBX configurations, complex directory listings, and switched long distance services.

Covad Communications 2008-2010

T1 Provisioning Agent/Lead

• Drive Customer orders through installation

• Ensure Due Dates are received from ILECs within specified time frames

• Follow up on the ordering/provisioning of lines with Telco’s

• Open Trouble Tickets with the ILECs and following up on deliveries from various sources

• Enter all required database entries and updates to reflect current status of order activity

• Troubleshoot with the ILEC Technicians on provisioning orders

• Provide customer service to ISP/Partners and End Users

• Produce at 100% of productivity and quality metrics

Education

Texas Southern University

B.A. Vocal Performance

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