Multifaceted Customer Service & Operations Leader

Tamika Y. Davis

Houston, Texas ***** 346-***-**** **.****@*****.***

Summary

Customer Service Professional that includes over 19 years’ experience in Administration, Management, Logistics and Quality Assurance. Highly motivated trainer with exceptional multi-tasking and organizational skills. Experienced Manager with proactive, analytical, and great leadership abilities.

Experience

03/12/2018 – Present Waste Management Houston, Texas

Office Operation Manager Patrick Holzen / 713-***-****

Communicates with customers about service and/or billing concerns.

Creates, closes-out and distributes customer’s Bill of Ladings.

Collect and update data for new accounts.

Uses software tools to manage a variety of tasks, scheduling, attendance and safety incidents.

Assists in troubleshooting and resolving safety, service, and operation’s concerns.

Maintains and distributes department related updates daily.

Communicates with other supervisors and managers about operations and/or routing issues.

Completes and maintains a variety of daily reports.

Assists in the implementation of operational projects.

Communicates with employees about scheduling and work assignments.

Provide customer and employee support online and in-person.

Enforce, create, and post all safety regulation pertaining to the yard and scale house.

Dispatcher.Support

Performs other duties as needed

10/2013- 03/9/2018 Delta Fill Houston, Texas

C.S./Product Route Management Has mew Jal low / 1-713-***-****

. Billing: Accoun3t Payable and Receivable; Collections.

. Communicates with customers about service and/or billing concerns.

. Creates, closes-out and distributes customer’s Bill of Ladings. Collect and update data for new accounts.

. Managed and analyzed daily routes and Transporters {Drivers}.

. Check the status and accuracy of the product listed online.

. Check inventory of active products.

. Track product Ratings.

. Resolve all request and/or issues concerning the listings. Keyword Optimization.

. Create new product listing on all Channels.

. Remote & on-Site Customer Service Ecommerce Support.

. Manage and enhance product quality.

. Distribution (Shipping/Receiving)

10/1999 – 8/2013 Verizon Wireless Houston, Texas

Q.A/C.S. Coordinator Angela Laguna / 1-800-***-****

. Coordinate / Managed Call Center Operations.

. Knowledge /Experienced with Call Center Technologies including Call Routing and Workforce Management Systems.

. Provided coaching feedback to Customer Service Representative per live or recorded calls.

. Monitored to ensure Performance Goals are met: Quality, AHT and Service Levels as defined by upper management.

. Performed Quality Review of Client Service Professional calls.

. Tracked performances and identify potential training gaps.

. Delivered feedback on best C.S Practices, Customer Experience and Regulatory Adherence to provide specific results.

. Effectively identified and resolved Operational Issues by using defined processes, expertise and judgment.

. Interacted with clients at all levels to resolve inquires, technical concerns and escalations.

. Participated in Calibration Sessions with other Quality Analyst to ensure consistency within Quality Standards.

. Target Training and Support for new hires and existing employees by way of side-by-sides and one on one coaching.

. Provided feedback to management concerning areas of opportunity that requiring attention.

. Worked closely with management to implement new Processing and Procedures.

. Merged and Created New accounts.

. Audited and Updated Special Optional Features, Contact information, Bill Suppressions, Reprints.

. Defused escalated calls and supported call center with overflow calls.

Education

North County Technical School Computer Data Processing

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