Davina Ferris
Tucson,AZ
Summary
Polite and professional agent. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
11
11
years of professional experience
Work History
Call center agent
Kia Connect Care (promotion) - Agero
03.2023 - Current
- Guided customers in troubleshooting with the phone application
- Proficient in connected vehicle technology
- Worked with police departments in stolen vehicle recovery assistance.
Response Associate Agent
Agero
12.2022 - Current
- Demonstrating empathy, attentive listening skills, and a courteous attitude while working with customers who are in emotional situations
- Making decisions and taking action based on sound reasoning, and independent judgment.
Subject Matter Expert
Alorica
05.2021 - 12.2022
- Assisted head trainer in educating new hires as call center agents
- Designed and prepared reports for head trainer using Excel and other MS Office Suite products.
Customer Service Representative Agent
Alorica
08.2020 - 12.2022
- Resolved customers' questions and concerns on phone and chat channels
- Answered customer telephone calls and chats promptly to avoid on-hold wait times
- Provided knowledge about various Capital One products
- Assisted customers with troubleshooting their Capital One mobile app
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Collection Agent
Citi
07.2019 - 08.2020
- Assisted nervous customers regarding their debt
- Investigated risks quickly while developing alternatives to resolve various financial issues
- Completed regulatory quality compliance at Federal and State levels
- Achieved performance goals on a consistent basis.
Escalations Representative
Iqor
10.2012 - 07.2019
- Responsible for resolving management level calls with clients
- Developed and maintained positive customer relations by using empathy, identifying their needs and troubleshooting their tech issues when needed in order to provide an optimal solution
- Coordinated with our call center's main client to properly handle requests with high level issues.
Education
Early Childhood Education -
Fisher College
Early Childhood Education Diploma -
Sullivan College
Skills
- Microsoft Office Suite
- Data Entry and Maintenance
- Complaint Resolution
- Call Center Operations
Timeline
Call center agent
Kia Connect Care (promotion) - Agero
03.2023 - Current
Response Associate Agent
Agero
12.2022 - Current
Subject Matter Expert
Alorica
05.2021 - 12.2022
Customer Service Representative Agent
Alorica
08.2020 - 12.2022
Collection Agent
Citi
07.2019 - 08.2020
Escalations Representative
Iqor
10.2012 - 07.2019
Early Childhood Education -
Fisher College
Early Childhood Education Diploma -
Sullivan College