Cicelyn Davis
Houston,TX
Summary
Accomplished professional with a proven track record at the City Of Houston, excelling in customer service. Expert in leveraging empathy and Microsoft Office skills to enhance customer relations and streamline processes. Achieved significant improvements in satisfaction ratings and response times, demonstrating a strong capacity for problem resolution and teamwork. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service III
City Of Houston
02.2022 - Current
- Responding to customer inquiries via phone or email.
- Ability to perform research, verification and reporting of project information and providing timely responses.
- Compile information from internal and external sources using multiple database platforms.
- Collaborate with the Project Team regarding the status of project information
- Assist with QA/QC and conflicts in the database.
- Primary Liaison for TPIA requests, and Executive responses from external and internal customers.
- Managed a high volume of inbound calls and emails while maintaining a professional demeanor under pressure.
- Streamlined communication processes for increased efficiency in addressing customer inquiries.
- Collaborated with team members to improve overall response times and service quality.
- Enhanced customer experiences by providing timely and accurate information on services.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
- Implemented process improvements that led to higher resolution rates.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
311 Telecommunicator
City Of Houston
07.2008 - 10.2019
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
- Provided compassionate assistance to callers while maintaining composure under challenging circumstances.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- Served as a mentor for new hires, guiding them through on-the-job training and fostering their growth within the organization.
- Collaborated with colleagues to continuously improve workplace procedures, leading to a more organized and efficient work environment.
Education
Associate of Arts -
Houston Community College
Houston, TX08.2011
Skills
- Complaint Handling
- Empathy Display
- Patience Maintenance
- Call center experience
- Teamwork and Collaboration
- Computer Skills
- Understanding Customer Needs
- Customer Relations
- Problem Resolution
- Microsoft Office
- Issue and Complaint Resolution
- Professional telephone demeanor
- Call Documentation
- Employee Coaching
- Complaint Investigation
- Process Improvement
Accomplishments
Graduate of the Field & Administrative Supervisory Training (FAST Academy) for 2022.
Timeline
Customer Service III
City Of Houston
02.2022 - Current
311 Telecommunicator
City Of Houston
07.2008 - 10.2019
Associate of Arts -
Houston Community College
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