Alec Davis
Boise,ID
Summary
Organized administrative and operations professional with over 13 years of experience in customer support and interdepartmental collaboration. Proven track record in managing complex documentation and enhancing internal processes. Recognized for exceptional written communication and attention to detail, effectively handling multiple priorities in fast-paced settings. Committed to maintaining professionalism while managing sensitive information and delivering outstanding service.
Overview
1
1
year of post-secondary education
14
14
years of professional experience
Work History
SOCIAL MEDIA SPECIALIST
T-Mobile
01.2022 - Current
- Manage complex customer cases requiring detailed research, documentation, and coordination across multiple internal departments.
- Draft professional written communications while maintaining accuracy, confidentiality, and attention to detail.
- Prioritize multiple high-priority cases simultaneously across several enterprise software systems.
- Mentor new employees by creating consistency in workflows and sharing department best practices.
- Coordinate with technical support teams to resolve complex issues while ensuring timely follow-up and documentation.
OFFERS RESOLUTION SPECIALIST
T-Mobile
Eagle, USA
01.2016 - 01.2022
- Created and maintained detailed process documentation and standard operating procedures using SharePoint to improve workflow efficiency and reduce onboarding time.
- Conducted detailed account reviews requiring accuracy, organization, and careful analysis while managing high-volume workloads.
- Communicated professionally with customers through phone and email regarding complex account issues.
- Partnered with multiple departments to investigate cases and resolve escalated issues.
- Trained employees across departments on policies, procedures, and best practices.
- Ranked among the department’s highest performers while maintaining exceptional customer satisfaction metrics.
RETAIL SUPPORT SPECIALIST
T-Mobile
01.2013 - 01.2016
- Achieved high CSR satisfaction by averaging 250 seconds for call handling and maintaining a callback rate below 15%.
- Delivered inbound support to retail store representatives, resolving customer account issues efficiently.
- Assisted customers with device setup and troubleshooting issues.
- Collaborated with team members to enhance customer service strategies.
- Managed inventory levels and organized stock for retail displays.
Education
BACHELOR OF HUMAN RESOURCE MANAGEMENT -
Colorado Technical University
CO 08.2020 - 01.2022
SECONDARY SCHOOL -
Centennial High School
Skills
- Written Communication
- Professional Correspondence
- Microsoft Office
- SharePoint
- Microsoft Teams
- Document Organization
- Confidential Information Handling
- Cross-functional Collaboration
- Process Documentation
- Workflow Improvement
- Scheduling & Prioritization
- Attention to Detail
- Client Relations
- Problem Solving
Projects
Process Improvement Team Lead
- Led documentation initiatives, created standard operating procedures, and supported department-wide training efforts.
- Prepared, proofread, and maintained professional documentation and written communications for both customers and internal stakeholders while ensuring accuracy and consistency.
Culture Crew
- Coordinated employee engagement initiatives, recognition events, and team-building activities while supporting a positive workplace culture.
Timeline
SOCIAL MEDIA SPECIALIST
T-Mobile
01.2022 - Current
BACHELOR OF HUMAN RESOURCE MANAGEMENT -
Colorado Technical University
08.2020 - 01.2022
OFFERS RESOLUTION SPECIALIST
T-Mobile
01.2016 - 01.2022
RETAIL SUPPORT SPECIALIST
T-Mobile
01.2013 - 01.2016
SECONDARY SCHOOL -
Centennial High School