Paulette Davis
Pearland,USA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
MyChart Patient Support Representative
CSI Industries Sub-Contract to Memorial Hermann
10.2024 - 10.2024
- Providing Epic MYCHART app support assisting patients on their smart phones.
- Guide 50-75 patients with downloading app, successfully logging in, and linking other accounts in their health systems.
- Collaborated with healthcare professionals to ensure seamless coordination of care for patients.
- Streamlined appointment scheduling for increased efficiency and reduced wait times for patients.
IT Proctored Lab Attendant
CSI Industries Sub-Contract to Memorial Hermann
04.2024 - 09.2024
- Provided exceptional customer service to lab clients, addressing inquiries promptly and professionally.
- Diagnose hardware problems, correct the problem, and conduct regular maintenance on 15 lab computers.
- Boosted overall lab performance by assisting in the training and onboarding of new employees as needed.
- Enhanced lab efficiency by maintaining a clean and organized workspace.
Customer Service Representative
Conduent Sub-Contract to DIY H&R Block
12.2023 - 04.2024
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted 20-35 customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Documented and detailed calls and complaints using call center's CRM database.
Technical Customer Support and Sales Representative
Asurion Sub-Contract AT&T Wireless
09.2023 - 12.2023
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively with a 96%.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Triage devices for treatment and need; escalate calls to the appropriate tier of customer service function.
Customer Service Representative
Verizon Wireless
07.2022 - 09.2023
- Managed a high volume of 30-40 calls daily, maintaining composure under pressure while providing exceptional service.
- Promote sales, share new products and services, and negotiated solutions with dissatisfied customers.
- Improved resolution time with effective problem-solving for customer complaints.
- Responded proactively and positively to rapid change.
Customer Service Representative
24/7 Ai Sub-Contract to Verizon Wireless
10.2021 - 04.2022
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Maintaining 96% resolution rate
Customer Service Representative
BURNETT SPECIALIST Sub-Contract to 24/7 Ai-Verizon
04.2021 - 10.2021
- 40Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer requests for products and services.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Operations Support Analyst I
Icon Plc
03.2020 - 04.2021
- Maintained strong relationships with 1001-5000 stakeholders in thirty-nine countries by providing exceptional service and communication throughout issue resolution process.
- Provided remote assistance to clients experiencing technical difficulties, reducing downtime and minimizing disruptions to their operations.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Increased first-call resolution rates by maintaining up-to-date knowledge of software updates, patches, and bug fixes.
Electronic Records Support Specialist
Cenikor Foundation Inc
06.2019 - 01.2020
- Managed high-volume ticket queue, prioritizing urgent issues, providing timely solutions and documenting in ServiceNow.
- Served as a reliable point of contact for users in 11 facilities located in Texas and Louisiana, experiencing technical difficulties with empathy and professionalism.
- Enhanced team productivity by collaborating on complex cases and sharing knowledge with colleagues.
- Developed web applications using HTML, CSS, and JavaScript for improved functionality.
Junior Project Supervisor
Cenikor Foundation Inc
02.2019 - 06.2019
- Established a positive working environment by fostering open communication channels across all levels of the organization.
- Collaborated with team leads to establish clear goals and performance expectations for each project phase.
- Managed schedules, deliverables, dependencies, and resource allocations in Microsoft Project.
- Deliver virtual training on (ANE) Abuse, Neglect, and Exploitation for new and existing employees; managing ANE training logs with V-look up and pivot tables. Class sizes range from 1 to 100+ registered participants.
Proposal Administrator
TransAmerican Power Products
07.2018 - 10.2018
- Managed multiple proposals simultaneously, ensuring timely submission without compromising quality or attention to detail.
- Collaborated with cross-functional teams to gather accurate and relevant information for proposals, ensuring consistency and accuracy across all materials.
- Increased win rates by tailoring proposals according to client needs and preferences.
- Improved compliance through diligent adherence organizational guidelines as well as governmental regulations.
Senior Document Controller
Randstad, CCL, TRS, ORION, Bergaila
07.2014 - 02.2018
- Established and implemented project document control and retention system in compliance with company procedures for Reeves Infield Gathering Systems (RIGS) Project ($1B)
- Facilitated and accurately closed out excel project registers for 126 vendors and 350,00 documents for Keathley Canyon Connector Gas Export Pipeline in Gulf of Mexico
- Coordinate and prioritize activities for document control group to ensure all documents are received as defined in purchase order and supplier data-sheet while maintaining MDR progress for Sasol Lake Charles Chemical & Facilities Project in Lake Charles, Louisiana ($8B)
- Developed folder structure and document naming convention to migrate 480,000 well documents into their final repository for Eagle Ford Project in San Antonio, TX ($28B)
Education
Certificate of Completion - Network Systems Associate
Computer New Horizons Learning Centers
Houston, TX10.2019
Bachelors - Business Administration and Project Management
American Intercontinental University
Houston, TX01.2018
Skills
- Win 11
- Microsoft Teams
- V-Look Up
- Pivot Tables
- Office 365
- ServiceNow
- Zoom
- SalesForce CRM
- Management of computers
- Management of peripherals
- Troubleshooting
- Escalating technical issues
- Software support
- Root cause analysis
- Incident response
Certification
- CompTIA A+ Certified Professional, COMP001021895134, 08/01/03
- CompTIA Security+ Certified CE, COMP001021895134, 12/01/23 - 12/01/26
- Certified Associate in Project Management (CAPM), #2051147, 06/01/17 - 06/01/22
Operatingsystems
- Win 10
- Win 11
- Apple iOS
- Android
- MacOS
- Linux
- (ACSS) Automated Customer Support System
Military Service
United States Army, Finance Specialist, Honorable
Activeprojects
- Hands-on active labs using real equipment and software to access operating systems and software applications used on a job.
- CompTIA Certification Virtual Lab A+ Core 1, 220-1101, Core 2, 220-1102: Managing user settings in Windows/Win 11
- CompTIA Virtual Workbench Labs: Installing a motherboard, power supplies and configuring system memory
- CompTIA Certification Virtual Lab Security+ SY0-701: Real world scenarios for cyber security
Timeline
MyChart Patient Support Representative
CSI Industries Sub-Contract to Memorial Hermann
10.2024 - 10.2024
IT Proctored Lab Attendant
CSI Industries Sub-Contract to Memorial Hermann
04.2024 - 09.2024
Customer Service Representative
Conduent Sub-Contract to DIY H&R Block
12.2023 - 04.2024
Technical Customer Support and Sales Representative
Asurion Sub-Contract AT&T Wireless
09.2023 - 12.2023
Customer Service Representative
Verizon Wireless
07.2022 - 09.2023
Customer Service Representative
24/7 Ai Sub-Contract to Verizon Wireless
10.2021 - 04.2022
Customer Service Representative
BURNETT SPECIALIST Sub-Contract to 24/7 Ai-Verizon
04.2021 - 10.2021
Operations Support Analyst I
Icon Plc
03.2020 - 04.2021
Electronic Records Support Specialist
Cenikor Foundation Inc
06.2019 - 01.2020
Junior Project Supervisor
Cenikor Foundation Inc
02.2019 - 06.2019
Proposal Administrator
TransAmerican Power Products
07.2018 - 10.2018
Senior Document Controller
Randstad, CCL, TRS, ORION, Bergaila
07.2014 - 02.2018
- CompTIA A+ Certified Professional, COMP001021895134, 08/01/03
- CompTIA Security+ Certified CE, COMP001021895134, 12/01/23 - 12/01/26
- Certified Associate in Project Management (CAPM), #2051147, 06/01/17 - 06/01/22
Certificate of Completion - Network Systems Associate
Computer New Horizons Learning Centers
Bachelors - Business Administration and Project Management
American Intercontinental University
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