Courtney Davin
Customer Service Expert
New Braunfels,TX
Summary
Dynamic Escalation Supervisor at IBEX Global with a proven track record in conflict resolution and agent coaching. Expert in data analysis and technical troubleshooting, I successfully enhanced client satisfaction and team performance. Committed to achieving goals, I foster collaboration and drive operational efficiency across diverse campaigns.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Escalation Supervisor
IBEX Global
New Braunfels, TX
06.2016 - 04.2025
- Resolved escalated calls to ensure timely support and solutions for agents.
- Provided comprehensive floor support across multiple campaigns to ensure seamless operations and issue resolution.
- Utilized Microsoft PowerPoint and Excel to improve presentation delivery and data management.
- Coached and mentored 25 agents, fostering professional growth and team effectiveness.
- Managed diverse campaigns across healthcare, retail, utilities, tax software, and internet customer service, ensuring seamless technical support and client satisfaction.
Warehouse Assistant
Bucees
New Braunfels, TX
06.2013 - 05.2016
- Advanced from cashier to warehouse assistant, showcasing commitment and capability in handling diverse roles.
- Efficiently restocked merchandise to maintain optimal inventory levels and enhance product availability.
- Assisted in checking in deliveries, ensuring accurate receipt and organization of incoming goods.
- Facilitated departmental collaboration to enhance operational efficiency.
Education
GED -
Cross Plains High School
Cross Plains, TX05-1993
Skills
- Escalation management
- Customer service
- Data analysis
- Technical troubleshooting
- Agent coaching
- Microsoft Excel
- Team collaboration
- Conflict resolution
- Performance metrics
- Client satisfaction
- Time management
- Goal setting and achievement
- Reporting and documentation
- Complaint investigation
- Client retention strategies
- Multitasking and organization
- Team leadership
Certification
- Certified Dental Assistant 2007
References
References available upon request.
Timeline
Escalation Supervisor
IBEX Global
06.2016 - 04.2025
Warehouse Assistant
Bucees
06.2013 - 05.2016
GED -
Cross Plains High School
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