Andre Davis
Severn,MD
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
24
24
years of professional experience
Work History
Customer Service Specialist
IKEA
11.2014 - 11.2023
- Used consultative techniques to understand customer needs and make strategic referrals to business partners
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Provided primary customer support to internal and external customers
- Increased efficiency and team productivity by promoting operational best practices
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Receptionist
KRA
06.2012 - 11.2014
- Answered the central telephone system and directed calls accordingly
- Confirmed appointments, communicated with clients and updated client records
- Managed multiple tasks and met time-sensitive deadlines
- Answered large volumes of incoming calls daily to resolve customer issues and schedule appointments
- Provided clerical support to company employees by copying, faxing and filing documents
- Corresponded with clients through email, telephone or postal mail
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Collector Agent
Bank Of America
12.2005 - 12.2008
- Worked in a call center environment handling manual and automatically dialed outbound calls
- Used scripted conversation prompts to convey current account information and obtain payments
- Set up drafts and processed immediate payments after conducting thorough research and analysis of the account
- Used skip tracing and other techniques to locate debtors
- Maintained a high volume of calls and met demands of a busy and productive group
- Achieved performance goals on a consistent basis.
Customer Service Account Executive
Comcast, Xfinity
12.2005 - 01.2008
- Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Processed customer adjustments to maintain financial accounts.
Military Intelligence Analyst
Army
03.2000 - 07.2003
- Created useful and timely intelligence products to support field operations
- Developed recommendations to assist clients and agencies with efforts to advance intelligence gathering and interpretation in multiple theaters of operation
- Verified visitor security clearances and eligibility for access into SCIFs
- Reported on incidents, suspensions and other concerns to supervisory personnel
- Screened and interpreted all-source intelligence information
- Provided strategic plotting and navigation for warfare areas.
Education
High School Diploma -
Freestate Challenge Academy
05.1999
Skills
- Complaint resolution
- Report preparation
- Sales expertise
- Good communication skills
- Excellent written and oral communication
- Telephone etiquette
Timeline
Customer Service Specialist
IKEA
11.2014 - 11.2023
Receptionist
KRA
06.2012 - 11.2014
Collector Agent
Bank Of America
12.2005 - 12.2008
Customer Service Account Executive
Comcast, Xfinity
12.2005 - 01.2008
Military Intelligence Analyst
Army
03.2000 - 07.2003
High School Diploma -
Freestate Challenge Academy