Terrell M. Davis

Summary

Highly motivated, detail-oriented individual with strong written, oral, and organizational skills. Open-minded and willing to explore new career opportunities. Excellent customer service and strong interpersonal skills with a strong work ethic. Proficient in Microsoft Office, including Outlook and PowerPoint and a variety of software programs to solve technical issues.

Professional Experience

Pyramid Consulting (Infosys) 09/2022-12/2022

Technical Support Specialist

Independently resolved complex issues using biller and order processing system on Amdocs.

Troubleshoot tickets using systems like: SQL queries and JAVA language.

Provided detailed information on Used systems like: Postman, Oracle, Amazon, Remedy, Simple, Webex and other similar platforms; as well as Microsoft office and the Mainframe for the company.

Possess the ability to be a team player with great customer service skills and problem solving, as well as self sufficient.

Verizon Wireless 08/2014-07/2021

Technical Support Expert

Provide exceptional customer service and technical support for internal and external voice and data product customers.

Troubleshoot hardware and software issues, verifying provisioning, and diagnosing device, application, or network issues.

Provide detailed information on how to setup/configure data and voice products.

Use trouble ticket system for tracking customer interactions and problem resolution.

Demonstrates and practices regularly the skills necessary to handle any Customer Service and/or Technical Support call type that is routed through the center.

Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Verizon Wireless 08/2012-08/2014

Customer Care Advocate

Handled a high volume of inbound customer calls and was responsible for providing high quality customer service on calls that- were sometimes unique in nature.

Provided customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries, and all other customer transactions.

Handled own customer escalations and minimized transfers to management.

Used negotiation and problem-solving skills to resolve customer concerns.

State Farm Insurance, Little Rock, Arkansas 11/2001-06/2010

Life/Health/Multi-line Product Representative

Demonstrated the ability to serve and communicate with management and clients effectively.

Provided excellent direct customer relations, including problem solving for business retention.

Performed home/auto inspections and set appointments for large clientele.

Provided administrative support, maintained client accounts, performed data entry, bookkeeping, filing, and mail handling.

Maintained sales goal expectations in auto, life, fire & bank effectively.

Provided individual one-on-one training for new employees on product and business applications.

Education

Remington College 2012-2013

Medical Coding and Billing

2012-2013

University of Arkansas at Little Rock, Little Rock, Arkansas

Business Management with Emphasis on Entrepreneurship and Small Business

2001-2004

University of Arkansas at Pine Buff, Pine Bluff, Arkansas

Business Management

1987-1989

7633 Vestal Blvd Apt 9

North Little Rock, AR 72113

501-***-**** (M)

adyf21@r.postjobfree.com

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