Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Eve Davis

Tampa,FL

Summary

Training analyst specializing in call center operations and quality assurance. Developed training programs that decreased onboarding time by 15%, significantly enhancing team performance. Focused on driving operational excellence and improving customer experiences.

Overview

11
11
years of professional experience

Work History

Warehouse/Retail Sales Associate

Amazon
Tampa, FL
02.2025 - 07.2025
  • Picked, packed, and prepared grocery orders with 99% accuracy in refrigerated, frozen, and ambient environments, ensuring food safety standards.
  • Maintained productivity and quality standards, consistently exceeding daily operational goals.
  • Utilized handheld scanners to track inventory and update order statuses, reducing errors by 10%.
  • Provided exceptional customer service, assisting shoppers and resolving product inquiries, contributing to a 95% customer satisfaction rate.
  • Operated point-of-sale (POS) systems, and facilitated seamless mobile app transactions, and Amazon returns.

Customer Service Training Analyst

Hillsborough County Public Utilities
Tampa, Florida
11.2020 - 05.2024
  • Led call center operations, achieving a 20% improvement in quality assurance metrics.
  • Designed and implemented training programs that reduced onboarding time by 15% and improved team performance.
  • Resolved escalated complaints, maintaining a 98% customer satisfaction rate.
  • Developed curriculum and business process guides, increasing departmental efficiency by 35%.
  • Managed schedules, timecards, and payroll through Oracle systems, ensuring compliance with company policies.
  • Spearheaded system testing and tech support for AIMS, CC&B, CCS, and IWR platforms, reducing system downtime.

Debt Collection Specialist

Hillsborough County Public Utilities
Tampa, Florida
11.2018 - 11.2020
  • Negotiated payment plans, increasing recovery rates for overdue accounts by 25%.
  • Processed liens and legal actions, ensuring compliance with credit regulations, and improving cash flow.
  • Researched ownership changes, recovering $20,000 in lost revenue annually.
  • Maintained FICO ratings and handled bankruptcies, ensuring compliance with the Fair Credit Reporting Act (FCRA).

Customer Service Representative

Hillsborough County Public Utilities
Tampa, Florida
04.2016 - 08.2018
  • Managed customer inquiries through phone and email communications.
  • Resolved account billing issues by troubleshooting and providing solutions.
  • Handled escalated complaints with professionalism and empathy.
  • Maintained accurate records of customer interactions in the database.

Administrative Assistant

Royal Tax Services
Tampa, Florida
12.2014 - 04.2016
  • Coordinated office activities and managed schedules for senior management.
  • Prepared and organized documents for meetings and presentations.
  • Maintained filing systems and ensured data accuracy across records.
  • Communicated with clients and vendors to facilitate smooth operations.
  • Provided administrative support for project management tasks and timelines.
  • Managed correspondence, including emails, phone calls, and mail distribution.
  • Trained new administrative staff on office protocols and systems.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.

Education

High School Diploma -

Hillsborough High School
Tampa, FL
06-2006

Associate of Arts - Business Administration

Hillsborough Community College
Tampa, FL

Skills

  • Customer service excellence
  • Training and Development
  • Call center operations
  • Quality assurance
  • Conflict resolution
  • Process optimization
  • Oracle systems management
  • Data analysis
  • Bilingual

Languages

Spanish
Professional
English
Native/ Bilingual

References

References available upon request.

Timeline

Warehouse/Retail Sales Associate

Amazon
02.2025 - 07.2025

Customer Service Training Analyst

Hillsborough County Public Utilities
11.2020 - 05.2024

Debt Collection Specialist

Hillsborough County Public Utilities
11.2018 - 11.2020

Customer Service Representative

Hillsborough County Public Utilities
04.2016 - 08.2018

Administrative Assistant

Royal Tax Services
12.2014 - 04.2016

High School Diploma -

Hillsborough High School

Associate of Arts - Business Administration

Hillsborough Community College

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