Davon Mathes
Houston,TX
Summary
Customer focused professional with experience supporting customer service operations, administrative functions and team workflows in fast-paced environments. Proven ability to handle customer inquiries, resolve escalated issues and maintain service quality while adhering to organizational policies, compliance standards and performance metrics. Strong communicator skilled in documentation accuracy, multitasking across systems and KPI-driven performance. Known for reliability, adaptability and delivering a consistent, positive customer experience through efficient and professional support.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
United States Postal Service
Houston, USA
07.2020 - 10.2024
- Supervised and coordinated daily operations of customer service and retail employees, ensuring compliance with USPS policies, federal regulations and service standards.
- Managed employee scheduling, attendance, and workload distribution to maintain operational efficiency and meet service level objectives.
- Conduct performance audits and develop improvement strategies for workflow and service quality.
- Oversaw point of sale operations, cash accountability, and daily financial reconciliations in accordance with USPS internal controls.
Lieutenant of Correctional Officers
Texas Dept of Criminal Justice
Huntsville, USA
08.2015 - 07.2020
- Led and supervised teams of correctional officers in a high security environment, ensuring compliance with TDCJ policies, procedures and state regulations while maintaining safety and security of staff and offenders.
- Managed daily operations including shift assignments, post coverage, incident response and emergency protocols, ensuring uninterrupted facility operations.
- Conducted performance evaluations, coaching, and corrective action for correctional staff to improve accountability, professionalism and operational effectiveness.
- Utilized conflict resolution and crisis management techniques to de-escalate volatile situations and mitigate risks to staff and offenders.
Customer Service Representative (Remote)
Asurion
Houston, USA
06.2012 - 08.2015
- Delivered exceptional customer service by assisting customers with mobile device insurance claims, troubleshooting and replacements for major wireless carriers.
- Handled high volume inbound calls in a fast paced environment while maintaining excellent communication and empathy.
- Achieved performance goals including average handle time, quality assurance scores and customer satisfaction targets.
- Maintained accurate and confidential customer data in compliance with company policies and privacy standards.
Education
High School Diploma -
Nimitz Sr High School
Houston, TXSkills
- Multi-tasking Across Systems
- Staff Scheduling & Workforce Management
- Ticketing & Case Management Systems
- Virtual Team Collaboration
- Remote Customer Support
- De-escalation Techniques
- Data Entry & Documentation Accuracy
- Team Supervision
- Productivity & KPI Tracking
- Conflict / Complaint Resolution
- Employee Training & Onboarding
- Microsoft Office Suite (Outlook, Word, Excel)
Certification
- Customer Service & Call Center Operations Training
- Workplace Safety & Compliance Training
- Data Privacy & Information Security Awareness
- Supervisory & Leadership Development Training
Timeline
Customer Service Supervisor
United States Postal Service
07.2020 - 10.2024
Lieutenant of Correctional Officers
Texas Dept of Criminal Justice
08.2015 - 07.2020
Customer Service Representative (Remote)
Asurion
06.2012 - 08.2015
High School Diploma -
Nimitz Sr High School