Customer Service Business Development
Resume:
Shanita Davis
Las Vegas, NV *****
*************@*****.***
Professional Summary
Strategic and people-focused professional with 10+ years of diverse experience spanning customer service, billing, tax advising, and business operations. GUDA-certified in Data Analytics and highly skilled in resume writing, client coaching, and revenue optimization. Known for using data to improve systems and for delivering high-impact results in customer-facing and team leadership roles. Open to remote, hybrid, or in-office leadership opportunities in analytics, operations, customer success, or business development.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Social Media Micro-Influencer
Self Employed-Las Vegas, NV
April 2011 to Present
• Create and distribute authentic content across platforms such as Instagram, TikTok, Facebook, and Twitter.
• Collaborate with brands to promote products and services to an engaged and loyal audience.
• Utilize data and insights to guide content strategy and audience growth. Career Development Specialist
Career Climb Co-Las Vegas, NV
September 2012 to April 2025
• Provide tailored resume and cover letter services for professionals at all levels.
• Guide clients through strategic job searching including platform use, alerts, and application tactics.
• Prepare clients for interviews through mock sessions, common questions, and confidence-building exercises.
• Style clients with outfit suggestions specific to industry expectations.
• Deliver customer service training for career changers and entry-level professionals. QA Specialist (Call/Contact Center) (Remote)
One Mnet Health-Las Vegas, NV
March 2021 to February 2025
• Monitored and evaluated inbound and outbound calls to ensure compliance with HIPAA, FDCPA, and internal quality standards
• Scored agent performance using standardized QA scorecards and delivered weekly feedback to improve communication, accuracy, and professionalism
• Identified trends in call handling, customer objections, and compliance gaps to support continuous process improvement
• Collaborated with training and operations teams to develop updated scripts, call handling protocols, and quality benchmarks
• Conducted calibration sessions with supervisors and QA peers to ensure consistency in scoring and evaluation
• Generated detailed QA reports and performance insights for leadership review, supporting monthly agent coaching
• Reviewed account documentation and payment processing records for accuracy, consistency, and compliance
• Helped reduce customer complaints and rework rates by identifying recurring quality issues and suggesting actionable solutions
• Maintained meticulous QA logs and documentation in alignment with company and regulatory requirements
• Supported onboarding of new agents through live call observations and real-time feedback Senior Tax Advisor
Global Money Solutions-Las Vegas, NV
September 2016 to April 2024
• Specialize in individual and business tax preparation, accounting, payroll, and credit repair.
• Provide consulting services for estate planning, bookkeeping, and paralegal services.
• Serve a wide client base with personalized solutions and long-term financial planning strategies. Education
Bachelor of Science in Business Development
Colorado Technical University-Remote
March 2024 to Present
Associate of Science in Business Administration
Colorado Technical University-Online-Remote
August 2022 to March 2024
Skills
• Coaching & Mentoring
• Basic Bookkeeping & Payroll Systems
• Compliance Auditing (HIPAA, FDCPA)
• Digital Content Creation
• Community Engagement & Audience Growth
• Empathy & Active Listening
• Excellent Written & Verbal Communication
• CRM Systems (Salesforce, HubSpot, Zoho)
• Basic SQL & Data Cleaning
• Customer Service Skills Training
• Call Quality Monitoring Tools (e.g., NICE, Five9, Genesys)
• Social Media Management (Instagram, TikTok, Facebook, Twitter/X)
• Multichannel Communication (Email, Phone, Chat)
• Time Management & Prioritization
• Google Data Analytics (GUDA Certified)
• Team Leadership & Staff Coaching
Awards
Deans List
July 2024
Academic Awards
President's List
December 2023
Academic Award
Certifications and Licenses
Coursera / Google Career Certificates
March 2025 to Present
• Completed an 8-course program developed by Google covering data cleaning, visualization, analysis, and using tools like spreadsheets, SQL, R, and Tableau.
• Applied problem-solving skills through hands-on projects and case studies simulating real-world data scenarios.
• Gained proficiency in data-driven decision-making and communicating insights to stakeholders.
• Demonstrated skills in organizing and analyzing data sets to support business goals. Fundamentals of business money management
July 2023 to Present
Introduction to time management
June 2021 to Present
Retail Management- Merchandising, Disturbution and Marketing February 2018 to Present
Retail Management: Retail Technology and Security
February 2018 to Present
Groups
Member Of The National Society Of Leadership & Success Present
Nations Largest Leadership Honor Society
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