Work Preference
Summary
Overview
Work History
Education
Skills
Affiliations
References
Awards
Timeline
Open To Work
Hi, I’m

Davis Brigance

Austin
Davis Brigance

Work Preference

Job Search Status

Open to work

Work Type

Full Time

Location Preference

RemoteHybrid

Summary

Expert in customer communication and problem resolution with a proven track record of achieving high satisfaction rates. Proficient in leading training sessions and analyzing service trends to implement improvements. Focused on ensuring effective support and enhancing customer engagement through strategic initiatives.

Overview

9
years of professional experience

Work History

MyCase

Customer Support Specialist
08.2023 - 02.2026

Job overview

  • Monitored phone, email, and chat queues, ensuring customer satisfaction consistently exceeded 90 percent.
  • Tracked customer correspondence in CRM to streamline resolution of requests and issues.
  • Investigated customer complaints regarding product quality or service delivery to identify and address root causes.
  • Analyzed service trends and customer complaints to identify and rectify systemic issues.
  • Led education sessions on de-escalating customer interactions to improve service quality.

Auctane/ShipStation
Austin

Community Moderator
04.2021 - 04.2023

Job overview

  • Tripled user count during moderation tenure through strategic community engagement.
  • Moderated discussions to create a positive, inclusive environment, enhancing community engagement.
  • Analyzed user feedback to improve interaction strategies and boost community satisfaction.
  • Enforced community rules and regulations to uphold standards.
  • Maintained zero percent flush rate for incoming posts, ensuring high content quality and user trust.

ShipStation
Austin

User Support Specialist
04.2017 - 04.2021

Job overview

  • Ensured compliance with service level agreements in handling all customer inquiries.
  • Collaborated with teams to resolve complex customer inquiries, enhancing customer satisfaction.
  • Managed multiple projects simultaneously, meeting deadlines to ensure timely customer support.
  • Maintained composure during difficult customer interactions, successfully de-escalating situations.

Education

James Bowie High School
Austin, Tx

High School Diploma
05-2011

Skills

  • Customer relationship management
  • Effective communication
  • Problem solving
  • Team collaboration
  • Deadline orientation
  • Consistency in performance
  • Empathy and understanding
  • Leadership skills

Affiliations

  • Lifetime Longhorn

References

Available Upon Request

Awards

  • 4x monthly 'likely to hire' from BAS based on customer reviews
  • 1400+ positive rates and 360+ since joining OB90
  • Career CSAT at ShipStation of 94.8%
  • BAS continues to use my calls in their training for communication

Timeline

Customer Support Specialist

MyCase
08.2023 - 02.2026

Community Moderator

Auctane/ShipStation
04.2021 - 04.2023

User Support Specialist

ShipStation
04.2017 - 04.2021

James Bowie High School

High School Diploma
Davis Brigance