REY DAVILA

Staten Island, NY • 929-***-**** • ady781@r.postjobfree.com

CUSTOMER-CENTRIC CUSTOMER SERVICE MANAGER

Customer Service Supervisor • Contact Center Manager • Contact Center Supervisor

CRM • Employee Mentoring • Process Improvement • Operations Management

WORK EXPERIENCE

Tortoll LLC; New York, NY Feb 2022 - present

Customer Service & Operations Consultant

●Provided electronic toll-collection consulting services to the CEO and managers.

●Developed insight into customer service practices and operational processes to minimize conflict between TORTOLL and E-ZPass.

Conduent (NY E-ZPass); Staten Island, NY Jan 2016 - Dec 2021

Operations Manager Customer Experience

●Made significant contributions to the organization by decreasing customer wait time by 30%, improving CSR production by 45%, and increasing violation intake dollars by 80%.

●Responded to over 1M customer submissions.

●Supervised a team of 70 employees from front-line customer service to back-office operations while overseeing the MTA Residency Program's Call Center.

●Improved team performance through heavy employee mentoring and counseling.

●Achieved Service Level Agreement (SLA) compliance.

●Automated the annual update of policy and procedure documents with approval from the client.

Xerox (NY E-ZPass); Staten Island Jan 2008 - Dec 2015

Assistant Manager

●Directed a split staff with 80% dedicated to written correspondence via chat, e-mail, and letters, and 20% dedicated to inbound customer calls.

●Increased productivity and reduced staff through the reassignment to other departments.

●Oversaw the implementation of electronic tolling and the payment processes included.

●Created a payment exception group for payments difficult to apply, split payments, and other funds that were not able to be applied using an existing automated process.

EDUCATION

George W. Curtis High School, Staten Island, NY

High School diploma

TECHNOLOGIES, CERTIFICATIONS, & PROFESSIONAL DEVELOPMENT

Technologies: Siebel CRM, Taleo, Microsoft Teams

Certifications: Developing Others; Crucial Conversations; Perfecting Communication

Professional Development: Course Studies in Business Management, SUNY, Hudson Valley; Harvard Mid-level Leadership Program

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