Andre Davis, Jr.
Crofton,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
19
19
years of professional experience
Work History
Customer Service Specialist
IKEA
White Marsh, MD
11.2014 - Current
- 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
Baltimore , MD
06.2012 - 11.2014
- Answered 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 volume 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
Hunt Valley , MD
12.2005 - 12.2008
- Worked in 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 account.
- Used skip tracing and other techniques to locate debtors.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
Customer Service Account Executive
Comcast, Xfinity
White Marsh , MD
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
Fort Bragg, NC
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
Bachelor of Arts - Liberal Arts And General Studies
Univesity of Baltimore
Baltimore, Maryland 05.2024
High School Diploma -
Freestate Challenge Academy
Aberdeen, Maryland 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 - Current
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
Bachelor of Arts - Liberal Arts And General Studies
Univesity of Baltimore
High School Diploma -
Freestate Challenge Academy
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