Debra R Davis
571 Windstone Trl Alpharetta,GA
Summary
Strategic and results-oriented leader with a proven track record in managing cross-functional teams, delivering complex projects, and achieving organizational objectives. Skilled in designing and implementing efficient processes that uphold high standards and drive operational excellence. Expert in utilizing SQL, Tableau, and Power BI to uncover actionable insights, optimize CRM systems, and support data-informed decision-making. Adept at process improvement and project management, with a strong focus on enhancing client retention, streamlining workflows, and aligning initiatives with business goals. Recognized for fostering collaboration across stakeholders and translating data into innovative, strategic solutions that elevate business performance.
Overview
11
11
years of professional experience
Work History
Business Analyst/Customer Success Manager
Verizon Connect
11.2021 - 08.2024
- Utilized SQL, Tableau, Salesforce, SAP, and Power BI to analyze customer data and identify trends.
- Developed CRM dashboards to monitor key performance indicators across retention, satisfaction, and revenue metrics.
- Presented findings to leadership and cross-functional teams to improve customer journey and retention.
- Reviewed and analyzed business contracts to support account renewals, identify risks, and advise on negotiation strategies.
- Led strategic quarterly business reviews and collaborated with Sales and Customer Experience teams on growth opportunities.
- Analyzed customer engagement metrics using SQL and Tableau, driving meaningful insights that informed strategic improvements in retention strategies.
- Implemented CRM dashboards to track performance indicators, leading to noticeable gains in customer satisfaction and revenue growth.
- Conducted detailed root cause analyses of operational inefficiencies, presenting findings that informed targeted initiatives for process improvements.
- Managed a book of business servicing (600) client relationships throughout the customer lifecycle, ensuring successful onboarding of new product features
- Streamlined customer engagement processes, leading to noticeable gains in retention rates and overall client satisfaction.
Analyst – Executive Relations
Verizon Corporate
04.2018 - 11.2021
- Directed executive complaint resolution across multiple agencies and internal departments.
- Managed national databases and created standardized reporting tools to track trends and resolution outcomes.
- Conducted over 100 high-level internal investigations to determine root cause of failures and recommend systemic improvements.
- Produced ad-hoc data reports to support corporate decision-making and compliance.
- Spearheaded the resolution of escalated executive complaints, enhancing stakeholder trust and improving service recovery metrics.
- Fostered a culture of open communication within teams, promoting collaboration and enhancing problem-solving capabilities.
- Delivered executive summaries to legal teams, facilitating informed decision-making and strengthening cross-departmental communication.
Lead Customer Relations Specialist
Verizon Corporate
02.2014 - 04.2018
- Coached and supported over 125 front-line employees in delivering high-quality customer resolutions.
- Analyzed operational KPIs to identify performance gaps in call handling, resolution quality, and retention.
- Led cross-departmental initiatives with QA, HR, and Ops to enhance service levels and employee performance.
- Facilitated training and development based on real-time metrics and team goals.
- Fostered a positive team environment, enhancing employee engagement and promoting a culture of continuous improvement.
- Analyzed trends in customer feedback to refine service processes, achieving marked improvements in resolution times.
- Coordinated efforts across departments to streamline workflows, resulting in enhanced operational efficiency and service delivery.
- Coached front-line employees to enhance customer resolution quality, achieving substantial improvements in customer satisfaction metrics.
Education
MBA - Business Administration/Healthcare Administration
Colorado Technical University
Colorado Springs, CO05.2014
Bachelor of Science - Criminal Justice
Colorado Technical University
Colorado Springs, CO08.2012
Associate Degree - Paralegal Studies
Colorado Technical University
Colorado Springs, CO02.2011
Skills
- SQL
- Tableau
- Power BI
- Excel
- Salesforce
- SAP
- Gainsight
- GONG
- SharePoint
- Jira
- Workday
- Data Analysis
- Project Management
- Technical Writing
- Root Cause Analysis
- Legal Research and Writing
- Contract Review
- Microsoft Office Suite
- Business process improvement
- Risk assessment
- KPI tracking
Timeline
Business Analyst/Customer Success Manager
Verizon Connect
11.2021 - 08.2024
Analyst – Executive Relations
Verizon Corporate
04.2018 - 11.2021
Lead Customer Relations Specialist
Verizon Corporate
02.2014 - 04.2018
MBA - Business Administration/Healthcare Administration
Colorado Technical University
Bachelor of Science - Criminal Justice
Colorado Technical University
Associate Degree - Paralegal Studies
Colorado Technical University
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