D'Anthony Davis
Atlanta,GA
Summary
Accomplished Senior Customer Service Representative with a proven track record at Aetna, a CVS Health. Expert in leveraging leadership and Microsoft Excel skills to drive customer satisfaction and retention. Achieved significant improvements in client relations and financial planning, demonstrating exceptional communication and critical thinking abilities.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Representative
Aetna, a CVS Health
02.2023 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved concerns with products or services to help with retention and drive sales.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Exhibited high energy and professionalism when dealing with clients and staff, taking over 300 calls per month
- Cross-trained and backed up other customer service managers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Associate Financial Consultant
GreenSky, Inc.
05.2020 - 01.2023
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Provided specialized financial planning support for clients with diverse portfolios and individual needs, servicing 25% of the client's calling in.
- Educated clients on financial topics and best practices.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Researched and evaluated potential investment products for clients.
Education
Bachelor of Arts - Psychology
Morehouse College
Atlanta, GA05.2020
Skills
- Leadership
- Cross-Functional Collaboration
- Public Speaking
- Documentation Review
- Call Control
- Customer Support
- Payment Processing
- Quality Assurance
- Communication
- Escalation management
- Presentation
- Microsoft Excel
- Microsoft
- Critical Thinking
Accomplishments
- Mentored new hires
- Promoted to Sr. Customer Service Representative w/in 1 year
- Employee of the Month (May 2024)
- Facilitated quarterly team huddles
- Consistently met metrics and quality standards
- Proficient in various software systems
Timeline
Senior Customer Service Representative
Aetna, a CVS Health
02.2023 - Current
Associate Financial Consultant
GreenSky, Inc.
05.2020 - 01.2023
Bachelor of Arts - Psychology
Morehouse College