Customer Service Call Center

CHARMYRA DAVIS

Philadelphia, PA

Phone: 267-***-****

Email: *****.********@*****.***

Professional Summary

Dynamic and compassionate professional with over 30 years of multifaceted experience spanning healthcare, customer service, sales, and leadership. Proven track record of success in fast-paced environments including pharmacies, corrections, municipal government, and call center operations. Adept at building relationships, resolving conflicts, and leading teams to exceed performance targets. Recognized for delivering exceptional client experiences, maintaining high ethical standards, and promoting teamwork and productivity. Skilled communicator with a strong foundation in healthcare operations and administrative excellence.

Core Competencies

• Healthcare Support & Pharmacy Operations

• Customer Relationship Management (CRM)

• Leadership & Staff Supervision

• Conflict Resolution & Crisis Management

• Microsoft Office & Data Entry (40+ WPM)

• Organizational & Time Management Skills

• Verbal, Written & Interpersonal Communication

• Sales, Service, and Client Retention

Professional Experience

Customer Service Lead

– SITEL (Cox Communications) (January 2015- September 2016)

• Managed inbound customer service for cable services and account setup

• Processed service orders and ensured customer satisfaction

• Provided efficient problem-solving and sales support

• Demonstrated leadership by mentoring new team members and modeling service excellence

Account Representative / Travel Consultant

– Gate 1 Travel (September 2016 – February 2025)

• Consistently exceeded call center KPIs through effective communication and customer engagement

• Utilized CRM tools to track, document, and resolve customer concerns swiftly

• Assisted clients with booking tours, flights, and hotel accommodations

• Delivered exceptional service and support throughout the travel process

• Resolved issues quickly and helped customers navigate travel plans

• Took initiative in cross-selling travel services and securing repeat business

• Handled complex travel arrangements and provided expert-level customer support

• Collaborated with internal teams to ensure high customer satisfaction and operational efficiency

Managed well over 20 million dollars in business revenue

Education

• Associates Degree in Health Education and Related Training – Drexel University, Philadelphia, PA (August 1994 – May 1996)

• Pharmacy Technician Certificate – Peirce College, Philadelphia, PA (January 1998 – August 1998)

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