Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

CLIFFORD M DAVIS JR.

Houston

Summary

Accomplished and energetic customer service and administrative leader with expertise in staff management, customer support, and employee performance and engagement. Impactful leader utilizing people management, administration, and human resources to exceed business objectives. Adept at implementing new departmental processes and procedures while streamlining existing operations.

Overview

10
10
years of professional experience

Work History

Customer Service Supervisor

United Airlines
01.2024 - Current
  • Supervised customer service team to ensure adherence to policies and procedures.
  • Implemented training programs that enhanced staff performance and improved service delivery.
  • Resolved complex customer issues, increasing satisfaction and loyalty through effective communication.
  • Monitored service quality metrics to identify areas for improvement and drive operational excellence.
  • Coordinated with other departments to streamline processes, optimizing overall customer experience.
  • Provided mentorship to team members, promoting professional growth and skill development within the department.
  • Coached employees through day-to-day work and complex problems.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.

Customer Service Supervisor

Asurion
03.2021 - 01.2024
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Customer Service Center Supervisor

United Healthcare Group
01.2019 - 03.2021
  • Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication, and follow-through to closure.
  • Supervised the work of 25 Customer Service Agents to ensure adherence to quality standards, deadlines, and proper procedures, creating the top sales team.
  • Provided employees with guidance in handling complex problems or in resolving escalated complaints or disputes.
  • Evaluated employees’ performance and conformance to regulations; recommended appropriate personnel action.

Human Resources Manager

Ashley's Quality Care In
05.2017 - 10.2018
  • Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
  • Analyzed/modified compensation and benefits policies to establish competitive programs and overall compliance.
  • Advised managers on organizational policy matters such as equal employment opportunity and sexual harassment and recommended needed changes.
  • Planned and conducted new employee orientation to foster positive attitude toward organizational objectives.
  • Identified staff vacancies and recruited, interviewed, and selected applicants.

Billing Department Manager

Ashley's Quality Care In
06.2015 - 05.2017
  • Supervised the work of 8-10 billing clerks to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Discussed job performance problems with employees to identify causes and issues, collaborated on resolutions.
  • Reconciled bank statements and verified accuracy of information received.
  • Oversaw and streamlined billing and collections processes. This resulted in keeping the cash flow following between agencies and keeping Ashley’s in the black.

Education

Bachelor of Business Administration - Business Management

DeVry University
Naperville, IL
03.2024

Skills

  • Problem-solving
  • Time management
  • Customer service
  • Multitasking and organization
  • Team development
  • MS office
  • Continuous improvement
  • Call center operations
  • Proficient in MS Programs
  • Call center management
  • Workforce management
  • Workforce planning
  • Schedule coordination

Timeline

Customer Service Supervisor

United Airlines
01.2024 - Current

Customer Service Supervisor

Asurion
03.2021 - 01.2024

Customer Service Center Supervisor

United Healthcare Group
01.2019 - 03.2021

Human Resources Manager

Ashley's Quality Care In
05.2017 - 10.2018

Billing Department Manager

Ashley's Quality Care In
06.2015 - 05.2017

Bachelor of Business Administration - Business Management

DeVry University

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