Gillian Davidson
Brooksville,FL
Summary
Experienced customer service representative who identifies customer needs and delivers effective solutions to problems while cultivating a positive image of the company.
Overview
14
14
years of professional experience
Work History
Customer Advocate
Capital One
Brooksville, FL
10.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Communicate resolutions directly to customers through written or verbal responses. Maintain an active, revolving case queue at all times while meeting all required deadlines.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
SR. CUSTOMER SERVICE COORDINATOR - HVE
Capital One
Tampa, FL
07.2022 - Current
- Own end to end servicing experience for customers through inbound and outbound calls. Handling all aspects of the card account including fraud and disputes, real time approvals, digital fluency and partnering with other departments across the company to drive resolutions to meet customer needs.
FRAUD INTAKE COORDINATOR
Capital One
Tampa, FL
10.2019 - 07.2020
- Inbound call taking, providing excellent customer service while completing verification steps needed to clear fraud concerns on customer accounts. Adhering to LOB metrics. Claims POD SME for the Innovation Station and Agent Feedback Loop, networking with multiple departments across card to assist with necessary updates or processes needed within the FDO systems used by agents and customers by drafting any corrections or additions to tasks and communications.
CASE MANAGER
Disability Experts of Florida
Spring Hill, FL
08.2016 - 10.2019
- Case manager for a Social Security Disability firm. Knowledgeable in Disability Insurance Benefits and Supplemental Security Income. Maintained a 100-150 client case load. Processed all client applications, claims and appeals. Requested and tracked all client medical records through various medical offices. Assisted representatives in writing memo's to Administrative Law Judges and the Office of Hearing Operations.
PATIENT SUPPORT TECHNICIAN
Morton Plant North Bay Hospital
New Port Richey, FL
06.2012 - 08.2016
- Certified Nursing Assistant cross trained as a Head Unit Clerk. Assisted Registered Nurses in total patient care. Trained in activities of daily living, IV/dressing removal, urinary catheter insertion and removal, sterile technique and patient charting in addition to managing multiple phone lines in a busy rehabilitation unit. Assembled and disassembled patient charts, admitted and discharged patients to and from hospital units.
- BLS/CPR Certified
Education
Associate of Arts - Psychology
Pasco Hernando State College
Brooksville, FL06-2010
High School Diploma - undefined
Frank W Springstead High School
Spring Hill, FL06-2007
Skills
- Problem solver with a high level of critical thinking
- Active listening skills
- Interpersonal skills
- Superior communication skills
- Exceptional time management skills
- Adaptability
- Teamwork and collaboration
- Attention to detail
Timeline
Customer Advocate
Capital One
10.2023 - Current
SR. CUSTOMER SERVICE COORDINATOR - HVE
Capital One
07.2022 - Current
FRAUD INTAKE COORDINATOR
Capital One
10.2019 - 07.2020
CASE MANAGER
Disability Experts of Florida
08.2016 - 10.2019
PATIENT SUPPORT TECHNICIAN
Morton Plant North Bay Hospital
06.2012 - 08.2016
High School Diploma - undefined
Frank W Springstead High School
Associate of Arts - Psychology
Pasco Hernando State College