Briana Davis
Chicago,IL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and employees. Motivated to maintain customer satisfaction and contribute to company success while upholding the company's policies and procedures to represent self and employer in the best light possible. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
9
9
years of professional experience
Work History
Customer Care Associate/Team Lead
AT&T Call Center
Chicago, IL
03.2019 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Arranged corporate and office conferences for company employees and guests.
- Maintained CRM database with customer updates and report generation.
Shift Supervisor
Starbucks
Chicago, IL
06.2015 - 10.2018
- Completed store opening and closing procedures and balanced tills.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Applied security, safety and loss prevention strategies during shifts.
- Delivered successful training to more than 15 employees during 3 years of tenure, educating on successful work processes and productivity strategies.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Advised customers on whole bean and bulk tea purchases by detailing origin, flavor and pairing recommendations.
- Designed and adjusted work schedules to meet business demands.
- Trained, scheduled and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Controlled food costs and managed inventory.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
Shift Supervisor
Protein Bar
Chicago, IL
06.2013 - 06.2015
- Completed store opening and closing procedures and balanced tills.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Compiled reports on production shortfalls, accidents and equipment problems.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Managed staff hiring, training, and supervision.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Coordinated merchandising, promoted new products and increased brand awareness.
Education
Associate - Early Childhood Education
Richard J Daley College
Chicago, IL05.2013
Skills
- Effective Communication
- Conflict Mediation
- Calm and Professional Under Pressure
- Lead Generation
- Staff Management
- Information Confidentiality
- Project Management
- Timelines and Milestones
- Administration and Reporting
- Managing Operations and Efficiency
- Performance Tracking and Evaluations
- Strategic Planning
- Customer Service
- Environmental Policy and Procedure
Accomplishments
- Promoted to Team Lead
- Supervised team of 20+ staff members.
- Achieved AT&T's first ever Above and Beyond Customer Service Award by completing my year-to-date customer surveys at 100% with discipline, accuracy and efficiency
- Won AT&T's Pinnacle Award 3 times in my career span
- Won AT&T's Support Award while in my Team Lead role
- Created a Sales Call Flow for the AT&T call center that was effective and used center-wide in our Chicago Grace location
- Received multiple recognition emails from our District Management about my outstanding customer surveys bragging upon my customer service skills
Timeline
Customer Care Associate/Team Lead
AT&T Call Center
03.2019 - Current
Shift Supervisor
Starbucks
06.2015 - 10.2018
Shift Supervisor
Protein Bar
06.2013 - 06.2015
Associate - Early Childhood Education
Richard J Daley College
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