Experienced Customer Service Professional/Admin Assistant/Office Manager with a strong background in providing exceptional customer service and administrative support. US Air Force Reserve Veteran skilled in managing complex tasks, coordinating events, and ensuring compliance with regulations. Proven ability to communicate effectively and build relationships with clients and team members. Successful Customer Service Professional with 20+ years of experience addressing customer requests and concerns, expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic when handling difficult situations through resourcefulness and adaptability.
Hi, I’m
DIETRA DAVIS
Customer Service Professional
Roswell,GA
Summary
Overview
19
years of professional experience
Work History
Activus Connect
Ambassador
03.2021 - 03.2024
Job overview
- Provide white glove customer service, with empathy and compassion, to individuals who, through the pandemic, were looking to governmental agencies for financial support to care for their families.
- Currently serving Veterans with their healthcare needs.
- I spoke with United States Military Veterans who have served our country and now navigate their healthcare needs in the community when the VA is unable to care for them immediately.
- Maintaining HIPAA compliance and using Salesforce/CRM tool, I collect pertinent personal information and preferences for their medical appointments, making, scheduling and rescheduling appointments to suit the veteran.
Philips Healthcare
Customer Care 3
03.2020 - 03.2021
Job overview
- Company Overview: Contract
- I received the first call from healthcare facilities and providers with out-of-service medical equipment.
- The response was to activate the system to immediately deploy repair technicians, sometimes with patients on the table.
- Post deployment, obtaining purchase orders or finding exceptions for emergency approvals.
- After the organizational shift, directly supporting District Managers and Field Engineers ensuring an elevated level of service to healthcare facilities and providers.
- Contract
Kelly Connect Services
Tier 2 iOS Sr. Advisor / Tier 1 Mac+ Advisor
02.2018 - 04.2020
Job overview
- Company Overview: Apple Care Support
- Tier 1 iOS technical support, supporting iPhones, iPads and iPod Touch devices.
- Just over 90 days later, I was honored to train and join the Mac+ Team, offering Tier 1 macOS technical support for Mac desktops, laptops etc. and Tier 1 iOS Support.
- Tier 2 iOS Senior Advisor, supporting Tier 1 iOS Advisors.
- With every position held, Excellent Customer Service, through active listening, patience, empathy and technical support for each customer’s needs is paramount.
- Apple Care Support
Nordstrom
Customer Care Specialist
10.2017 - 01.2018
Job overview
- Company Overview: Seasonal
- As a part of Nordstrom’s e-commerce team, Nordstrom.com ensures that customers experience the same great fashion and service online as they expect in our stores.
- This team works throughout the company to deliver great shopping through cutting-edge technology.
- Seasonal
Bobby Dodd Institute
Customer Care Specialist
09.2016 - 10.2017
Job overview
- Expressed excellence and discretion with every person or caretaker needing a supply of their personal medical supplies, for gentle consideration of all members’ health concerns as well as strict adherence to HIPPA laws.
Container Store
Sales Representative
01.2016 - 09.2016
Job overview
- Establish short-term and long-term relationships with clients as I help them determine solutions for storage and organization, ultimately meeting their needs.
- Trained in Cash Management enabling me to prepare cash drawers for opening/closing the store.
Infinite Computer Solutions
HR Generalist
03.2015 - 10.2015
Job overview
- Company Overview: Verizon Wireless (HR) Contractor/Tracie Lovell
- Pull and catalog aged files, prepare for offsite archiving.
- Work Transfer In/Out Report by corresponding with other HR personnel to ensure that files follow employees transferring between business units and regions.
- Set-up New Hire Orientation twice monthly.
- Arrange conference space; Prepare routine materials and days activity for each New Hire; Collect I-9 documents (Passport, drivers’ license, birth certificate etc.) from each New Hire, use PeopleSoft to complete electronic I-9 and E-Verify.
- Completed audit of regions I-9’s (electronic /paper), after notification, followed up with noncompliant employees to encourage the submission of required documentation.
- Routinely print/file Performance Improvement Plan documents, Pull, print, scan personnel files in immediate response to requests from the Legal Department.
- Verizon Wireless (HR) Contractor/Tracie Lovell
Micromeritics Instrument Corporation
Telecommunications Specialist
07.2012 - 11.2014
Job overview
- Performing in both a switchboard operator and customer service capacity; receiving client calls and ensuring callers reach the appropriate person or department as well as supporting the Sales and Customer Service teams by verifying order accuracy, answering questions and advising them about process and order procedures.
CorTech
Office Administrator
04.2012 - 06.2012
Job overview
- Company Overview: Verizon Wireless (HR) Contractor/Tracie Lovell
- Supporting HR Department with backlogged filing and reorganization of current and archived documentation while updating and maintaining corresponding electronic records.
- Other duties include but are not limited to; Sorting, filing, scanning, preparation of tables, charts, reports and other materials as required.
- Verizon Wireless (HR) Contractor/Tracie Lovell
Comcast
TeleSales Representative
09.2011 - 02.2012
Job overview
- Part time base plus commission, outbound sales to existing clients promoting unsubscribed high-speed internet and digital telephony products.
Cricket Communications
Administrative Assistant/Office Manager
01.2009 - 04.2011
Job overview
- Administrative support to the Area General Manager of the Indirect Sales Channel through calendar and travel management, expense reports, coordination of meetings and conferences for groups of 2 - 400.
- Also provide support as required to other members of the Executive Leadership Team and Vice President.
- Duties also include supporting the Sales team, receiving and distributing marketing materials for Indirect Channel, ordering business cards and other office supplies, managing the distribution and maintenance of the fleet of vehicles being used for corporate promotions.
- Acted as liaison with accounts payable for remittance of office invoices and purchase orders.
- Worked closely with building management to resolve any concerns, necessary service, extended building access or repairs; Vendor management for the office such as coffee, snack providers and locksmiths, security system provider etc.
- Serve as Security system manager, i.e. key access card, keeping current with active/inactive employees with electronic access into the office, adding/removing employees as needed.
- As branded employees driving branded company vehicles, they were always customer service agents for the organization.
Porter Melvin Tax Service
Administrative Assistant / Office Manager
02.2005 - 04.2011
Job overview
- Executive Assistant and Tax Preparer (Seasonal).
- This position includes office management and organization, office supplies, general office machinery, answering phones, managing the office appointment calendar, retrieving voice mail messages and making timely responses to them.
- Additionally, it includes customer service and problem resolution, receiving and appropriately answering correspondence, bi-weekly review of and maintenance of client payment files including collection letters and phone calls to delinquent customers, receiving tax documents and return preparation requests via US mail, express mail, fax or e-mail and documenting its arrival.
- Also includes phone calls (incoming and outgoing) to collect required or pertinent information/documentation for Income Tax preparation as well as post preparation process including calls to clients to advise of completion, provide financial figures, and collect payment for services rendered (cash, debit or credit card).
- Responsible for compiling and sending all client copies in US mail (including daily delivery to post office).
RealtySmarts
Administrative Assistant (Temporary/ Part-Time)
11.2006 - 08.2007
Job overview
- Provided support to the Real Estate Broker (Owner) and other Sales Agents by answering phones, offering MLS listing information to inquiring callers, retrieving voice mail messages and effecting timely responses to them, office organization, managing the Brokers appointment calendar (often arranging property showings with Broker and clients by coordinating time and distance), managed office supplies, general office machinery and correspondence.
SBC Contractor
Quality Assurance / Core Analyst
11.2004 - 10.2005
Job overview
- Responsibilities included conducting in-depth level of analysis of pre-recorded customer service contacts, measuring 'soft' skills as well as the consistency of legal and corporate requirements throughout the contacts as they pertained to the sale and servicing of SBC Products and Services.
- There were also occasions to document and report improper telephone behaviors to upper-level managers for the purpose of discipline.
- All obtained data was compiled into reports daily and forwarded to the General Managers of the more than 20 call centers that were observed.
Education
DeVry UniversityAlpharetta, GA
Some College Completed from Medical Billing & Coding
01.2023
University Overview
Skills
- Proficient in MS Office
- Office administration support
- Billing analysis
- Payment processing application
- I-9 compliance management
- Effective calendar coordination
- Employee on-boarding
- Efficient call distribution
- Manage office supply inventory
- Customer relationship management
- Payment discrepancy resolution
- Event planning expertise
- Quality control management
- Effective verbal communication
- Effective written communication
- Sales operations support
- Marketing assistance
- Preparation of expense reports
- Travel planning expertise
- Facility operations management
- Supplier relationship management
- Document development
- Data storage management
- Document management
- Customer relationship management
- Comprehensive understanding of products
- Client training
Languages
English
Native or Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Work-life balanceCareer advancementPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit SharingTimeline
Ambassador
Activus Connect
03.2021 - 03.2024
Customer Care 3
Philips Healthcare
03.2020 - 03.2021
Tier 2 iOS Sr. Advisor / Tier 1 Mac+ Advisor
Kelly Connect Services
02.2018 - 04.2020
Customer Care Specialist
Nordstrom
10.2017 - 01.2018
Customer Care Specialist
Bobby Dodd Institute
09.2016 - 10.2017
Sales Representative
Container Store
01.2016 - 09.2016
HR Generalist
Infinite Computer Solutions
03.2015 - 10.2015
Telecommunications Specialist
Micromeritics Instrument Corporation
07.2012 - 11.2014
Office Administrator
CorTech
04.2012 - 06.2012
TeleSales Representative
Comcast
09.2011 - 02.2012
Administrative Assistant/Office Manager
Cricket Communications
01.2009 - 04.2011
Administrative Assistant (Temporary/ Part-Time)
RealtySmarts
11.2006 - 08.2007
Administrative Assistant / Office Manager
Porter Melvin Tax Service
02.2005 - 04.2011
Quality Assurance / Core Analyst
SBC Contractor
11.2004 - 10.2005
DeVry University
Some College Completed from Medical Billing & Coding
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