Customer Service Specialist for Hospitality and Tech Industries

Lane D. Davis

Syracuse, UT ***** 801-***-****

**********@*****.*** www.linkedin.com/in/lane-d-davis

Customer Service Representative

Resolve Customer Issues Improve Engagement and Satisfaction

Skilled service professional with extensive knowledge and experience identifying issues and proposing creative solutions to clients supporting the scientific and telecommunications industries. Effectively align company procedures and industry requirements to address business challenges.

Proficient in navigating multiple systems and operation platforms concurrently. Collaborate with internal and external partners to execute effective solutions, increasing efficiency and productivity. Work independently to exceed performance measures in a fast-paced environment.

Core Competencies Include:

−CRM Systems

−Financial Services

−Decision Making

−Cross-Functional Teams

−Customer & Vendor Relations

−Documentation & Report Management

−Analytical Problem Solving

−Office Suite Software

Professional Experience

CITIBANK, Remote 2024-2025

Commercial Customer Service Representative

Provided excellent customer service for commercial credit cards customers.

• Assisted customers in setting up online accounts for credit card management, enhancing overall satisfaction.

• Processed requests for replacement credit cards efficiently, addressing issues of damage, loss, or theft.

• Handled disputed transactions promptly, ensuring customers felt assured about resolution.

• Managed credit line increase requests, providing timely approval status updates.

AVANTOR, Remote 2021 - 2024

Senior Customer Service Representative

Provided quality customer service to scientific customers for business and government accounts.

Identified creative solutions addressing customer issues, increasing efficiency in taking inbound customer calls from 30 calls a day to 40 calls a day.

Placed customer orders accurately while increasing the per day amount by 25%.

Decreased processing time by 50% for clients’ orders by addressing product quality and shipment requirements, ensuring standards were met on overall product distribution, and improving customer satisfaction scores.

Monitored and tracked new/existing customer orders, processing payment on invoices, credit, and rebills with 100% accuracy.

LANE D. DAVIS PAGE TWO

VERIZON, Salt Lake City, UT 2010 - 2021

Coordinator – Business / Government Customer Operations 2012 - 2021

Offered quality customer engagement for telecommunication services to business and government accounts nationwide.

Decreased inbound call handling call time from 30 minutes to 15 minutes by quickly identifying customer needs and resolving issues; resulted in average call reduction by 50%.

Assisted associates that were struggling with performance metrics on call handling, by providing trips to improve call time that resulted in a 25% increase in call time handling.

Reduced average call time from 30 to 15 minutes by streamlining troubleshooting process on equipment calls.

Improved customer satisfaction and increased sales 30% by reviewing all customer accounts and identifying opportunities for revenue improvements by matching products to customer needs.

Reduced disconnects 75% per month by responding to potential requests, listening to customers, and offering better service options; improved service and monthly costs thus enhancing satisfaction.

Representative – Customer Service 2010 - 2012

Handled calls specific to technical support for devices, billing, and service-related inquiries, recommendations for purchase decisions, and other customer questions and transactions.

Responded to first level in-bound customer calls, service and equipment inquiries, and requests, applying all necessary troubleshooting steps to resolve issues and inquiries, eliminating unnecessary transfers.

Additional Relevant Experience

DISCOVER FINANCIAL SERVICES - Senior Account Manager

Collected on credit card accounts pending charge off. Worked with customers to cure delinquency to avoid charge off and minimize company losses.

Education

Bachelor of Arts (BA), International Relations, Brigham Young University, Provo, UT

Languages: French / Portuguese

Professional Development

Customer Service - Avantor, Inc

Dealing With Difficult People - Verizon Wireless

Effective Telephone Skills - Verizon Wireless

Team Building Skills - Verizon Wireless -

Technical Skills

Software:

Salesforce SAP, CRM

Microsoft Suite:

Word, PowerPoint, Excel, Outlook

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