Faizon Davis
Kapolei,HI
Summary
Accommodating Customer Support Manager with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
8
8
years of post-secondary education
7
7
years of professional experience
Work History
Call Center Representative
The Helper Bees
01.2025 - Current
- Conducted inbound (IBC) and outbound (OBC) calls to medical facilities and healthcare partners, coordinating services and gathering information to support patient care.
- Documented call details and updated systems to ensure accurate follow-up and communication.
- Educated healthcare professionals on product features and benefits to enhance understanding and utilization.
Customer Account Manager (Seasonal)
Underdog Sports Fantasy
12.2023 - 12.2024
- Managed customer accounts, ensuring satisfaction through proactive communication.
- Resolved customer issues with knowledgeable, friendly service, enhancing overall satisfaction.
- Monitored chat queues, responding promptly to customer requests for assistance.
Amazon Escalations Manager
RepairSmith
01.2020 - 01.2024
- Resolved customer concerns such as payment disputes, account access, and transaction errors with empathy and efficiency.
- Collaborated with internal teams to resolve customer complaints via chat, phone, and email while maintaining customer satisfaction.
- Documented cases for compliance and auditing to maintain accurate records and support operational integrity.
- Implemented process improvement strategies to optimize customer retention and troubleshoot technical issues.
- Analyzed customer complaints and service trends to identify systemic issues and implement corrective actions.
- Collaborated with internal teams to resolve customer complaints via chat, phone, and email, enhancing overall customer satisfaction.
- Created detailed monthly reports using advanced Excel functions to track service performance.
- Utilized CRM systems (Zendesk, Cisco, Workflow) to document and streamline operations.
Education
Associate of Arts - Psychology
Paradise Valley Community College
Phoenix, AZ 07.2021 - 07.2025
Associate of Arts - Trauma Recovery Specialist
Paradise Valley Community College
Phoenix, AZ 07.2021 - 07.2025
Skills
- Call Center Software
- CRM Tools (Zendesk, Salesforce, Intercom)
- Live chat support
- Call documentation
- Customer Training
- Conflict Resolution and Issue Escalation
- Collaborative Problem Solving
- Written communication
- Microsoft Office
- Peer Support
Timeline
Call Center Representative
The Helper Bees
01.2025 - Current
Customer Account Manager (Seasonal)
Underdog Sports Fantasy
12.2023 - 12.2024
Associate of Arts - Psychology
Paradise Valley Community College
07.2021 - 07.2025
Associate of Arts - Trauma Recovery Specialist
Paradise Valley Community College
07.2021 - 07.2025
Amazon Escalations Manager
RepairSmith
01.2020 - 01.2024