Destiny Davis
Portland,OR
Summary
In addition to my extensive customer service and technical support experience, I will bring a strong sense of dedication, motivation, and responsibility to the team at Amplify. I am looking for a position where I can excel at exceeding your customers' expectations
Overview
15
15
years of professional experience
Work History
Specialized Accounts Team Manager
AMPLIFY EDUCATION INC
Portland, OR
12.2022 - Current
- Spearheaded successful white glove customer support through strategic planning and analysis.
- Directed 11 support team members and leveraged data analytics to identify areas of improvement and accountability.
- Conducted regular meetings with team members to discuss progress and areas for improvement.
- Analyzed reports, case monitoring, and surveys to refine and maintain workflows and procedures
- Retained top talent by conducting yearly performance evaluations to formulate corrective action and training.
- Worked collaboratively with cross-functional teams to support accounting processes and decrease financial discrepancies.
- Collaborated across teams to create and revise operational protocols and customer service processes to improve staff performance.
- Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
- Supported senior leadership by delivering status and performance reports for continuous improvement.
- Monitored customer satisfaction levels through surveys and other methods of data collection.
- Responded to escalated customer issues in accordance with company guidelines.
- Coordinated with other departments to ensure timely resolution of complex customer inquiries.
- Drove customer escalations to resolution by engaging directly with clients.
- Organized and maintained documents, files and records.
Customer Support Manager
AMPLIFY EDUCATION INC
Portland, OR
06.2022 - 12.2022
- Evaluated team member performance against established goals and objectives
- Conducted regular meetings with team members to discuss progress and areas for improvement.
- Coordinated with other departments to ensure timely resolution of complex customer inquiries.
- Collaborated across teams to create operational protocols and customer service processes to improve staff performance.
- Assisted in creating reports detailing customer support performance metrics such as response times, resolution rates, and customer feedback scores.
- Responded to escalated customer issues in accordance with company guidelines.
- Retained top talent by conducting performance evaluations to formulate corrective action and training.
- Monitored customer satisfaction levels through surveys and other methods of data collection.
Team Lead Customer Support Tier 1
AMPLIFY EDUCATION INC
06.2021 - 06.2022
- I was responsible for watching queues and ensuring cases were being worked properly
- Provided support to employees who were unsure how to troubleshoot customer issues
- Updated employees on current issues as well as product update
- Attended meetings ensuring Tier1 was up to date on all releases as well as internal and external issues
- Helped provide training decks
- Interviewed possible new candidates.
Customer Support Analyst Tier 1
AMPLIFY EDUCATION INC
07.2020 - 06.2021
- I was responsible for providing technical support to Amplify Customers via calls, emails and chats across multiple systems and platforms
- I would troubleshoot customer problems and questions using resources such as training decks, Help sites and knowledge
- I created support tickets ensuring a high level of detail involving the issue /question and customer information
- I tracked support tickets, followed up with customers meeting targeted SLA's and logged all contact
- I interacted with other Amplify teams working towards issue resolutions.
OFFICE ADMINISTRATOR
Speeds Auto Auction/Supertow LLC
07.2018 - 03.2020
- I am responsible for greeting new customers upon arrival and walking them through our onboarding process (contract forms, donor forms, titles, document storage, and payment transactions)
- I also manage inbound phone support, internal and external messaging/notifications, data entry, and document management.
- Performed clerical duties such as photocopying, faxing and scanning documents.
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
DAVIS HOUSEHOLD CEO
01.2013 - Current
- I am responsible for appointment setting, budgeting, scheduling, maintenance, lesson planning, and meals
- It is a fast-paced, ever-changing environment that requires superior time management, organization, the ability to multi-task effectively, and lots of patience.
TECHNICAL SUPERVISOR
Gateway Communications Inc.
03.2009 - 09.2013
- I directly supervised 30+/- telemarketing team members working on behalf of charitable (501c3) organizations across the country
- I managed payroll auditing, scheduling and resource planning, quality assurance tracking, performance evaluations, and escalations
- I was also responsible for hiring and system maintenance.
Education
MOUNT HOOD COMMUNITY COLLEGE
01.2015
PORTLAND STATE UNIVERSITY
01.2003
Skills
- Customer Service
- Team Building
- Performance Coaching
- Staff Development
- Performance Appraisal
- Meeting Facilitation
- Employee Development
- Trouble shooting
- Google Suite
- Adobe
- Training
- Reporting
- Reliability
- Effective Communication
Timeline
Specialized Accounts Team Manager
AMPLIFY EDUCATION INC
12.2022 - Current
Customer Support Manager
AMPLIFY EDUCATION INC
06.2022 - 12.2022
Team Lead Customer Support Tier 1
AMPLIFY EDUCATION INC
06.2021 - 06.2022
Customer Support Analyst Tier 1
AMPLIFY EDUCATION INC
07.2020 - 06.2021
OFFICE ADMINISTRATOR
Speeds Auto Auction/Supertow LLC
07.2018 - 03.2020
DAVIS HOUSEHOLD CEO
01.2013 - Current
TECHNICAL SUPERVISOR
Gateway Communications Inc.
03.2009 - 09.2013
MOUNT HOOD COMMUNITY COLLEGE
PORTLAND STATE UNIVERSITY