ERIC DAVIS
Chicago,IL
Summary
Detail-oriented and results-driven Command Center Analyst with a strong background in workforce management, customer service, and fraud prevention. Adept at optimizing operations, enhancing customer satisfaction, and ensuring compliance with service level agreements (SLAs). Seeking a remote opportunity in a WFM Command Center Analyst role or a customer service position such as a chat agent or social media support specialist.
Overview
8
8
years of professional experience
Work History
COMMAND CENTER ANALYST
Grubhub Holdings Inc
11.2022 - 08.2024
- As a Command Center Analyst, I collaborate with the Workforce Management team to enhance staffing efficiency and service levels within Grubhub’s Care organization, emphasizing operational performance improvements and resource optimization.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Grubhub Holdings Inc
05.2017 - 11.2022
- As a Senior Customer Service Representative, I was tasked with resolving complex customer issues, preventing fraud, and managing interactions across multiple platforms while ensuring the integrity and security of customer data.
CUSTOMER SERVICE SPECIALIST
Grubhub Holdings Inc
11.2016 - 05.2017
- As a Customer Service Specialist, I provided comprehensive support across multiple communication channels, facilitated the resolution of complaints, and worked to enhance overall customer satisfaction and experience.
Education
Master's Degree in Business Management -
Morris University
Chicago, IL06.2012
Bachelor's Degree in Management -
Robert Morris University
Chicago, IL10.2010
Skills
- Communication
- Teamwork
- Problem-Solving
- Analytical Thinking
- Time Management
- Adaptability
- Conflict Resolution
- Customer Service
- Attention to Detail
- Interpersonal Skills
- Workforce Management
- Data Analysis
- Process Optimization
- Fraud Detection
- Customer Relationship Management
- Social Media Management
- Trend Analysis
- Strategic Planning
- Quality Assurance
- Operational Efficiency
- Tableau
- Zopim
- Zendesk
- Five9
- Verint Workforce Management
- Braintree
- Accertify
- Organizational Skills
- Team Collaboration
- Active Listening
- Adaptability and Flexibility
- Relationship Building
- Team building
- Self Motivation
- Goal Setting
- Professionalism
- Continuous Improvement
Professional Development
- Certified Workforce Management Professional (CWMP)
- Customer Service Excellence Certification
Timeline
COMMAND CENTER ANALYST
Grubhub Holdings Inc
11.2022 - 08.2024
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Grubhub Holdings Inc
05.2017 - 11.2022
CUSTOMER SERVICE SPECIALIST
Grubhub Holdings Inc
11.2016 - 05.2017
Master's Degree in Business Management -
Morris University
Bachelor's Degree in Management -
Robert Morris University
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