April Simone Davis
Gardena,CA
Summary
Positive, upbeat Customer Service professional brings more than 10 years of customer-facing experience in fast-paced settings. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Overview
9
9
years of professional experience
Work History
Remote Customer Service Manager-Ecommerce
InStyler
Torrance, California
09.2018 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Call Center Customer Service Lead
DermStore
El Segundo, CA
01.2015 - 05.2018
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer issues in a timely manner.
- Maintained accurate records of customer interactions and transactions.
- Identified potential opportunities for upselling products or services to customers.
- Assisted customers in navigating webpages for online purchases or account setup.
- Updated existing customer information as needed in company databases.
- Participated in training sessions to stay current on changes in products and services.
- Answered, screened and processed high volume of calls and emails daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Offered resolutions to de-escalate calls and solve customer issues.
Education
Some College (No Degree) - Business Administration
El Camino College
Torrance, CAHigh School Diploma -
Gardena High School
Gardena, CASkills
- Call Center Operations
- Account Management
- Sales Promotions
- Call Monitoring
- Schedule Coordination
- One Call Resolution
- Handling Escalations
- Training and Coaching
- Product Knowledge
- Customer-Focused
- MS Office
- CRM Software
- Skilled Multi-Tasker
- Administrative Support
- Customer Service
- Excellent Time Management Skills
Accomplishments
- I was promoted and relocated to help with the opening of a new Paychex facility as a result of my exceptional performance and my ability to exceed department expectations.
References
References available upon request.
Timeline
Remote Customer Service Manager-Ecommerce
InStyler
09.2018 - Current
Call Center Customer Service Lead
DermStore
01.2015 - 05.2018
Some College (No Degree) - Business Administration
El Camino College
High School Diploma -
Gardena High School
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