Deedra Davies
Starkville,MS
Summary
Customer service professional with 8+ years of experience providing technical support, guiding users through complex processes, and delivering high-quality service in high-volume environments. Skilled at building rapport, maintaining accurate records, and communicating clearly to ensure successful outcomes. Known for attention to detail, professionalism, and a commitment to supporting student success in academic settings.
Overview
13
13
years of professional experience
Work History
Technical Customer Service Representative
Mississippi State University
10.2017 - Current
- Serve as the first point of contact assisting students, faculty, and staff with account access, system navigation, and service inquiries.
- Use the TDX ITSM platform to create, update, and resolve tickets, escalating issues when necessary.
- Help users get started with university systems by guiding them through credential setup and access.
- Follow up with clients via email or phone to ensure issues are resolved and outcomes are documented accurately.
- Train and oversee Call Center student workers to support effective task delegation and high-quality customer service.
- Document interactions and resolutions in the TDX service management system to maintain accurate records.
- Troubleshoot and resolve first-level technical problems while escalating complex issues as needed.
Data Entry / Customer Administrative Representative
Advance America
08.2016 - 03.2017
- Performed administrative tasks and supported business operations.
- Entered and validated customer data to ensure accuracy and completeness.
- Used automated systems to update records and maintain databases.
- Generated reports and performed data backups.
- Supported multiple departments while managing shifting priorities.
Customer Service Representative
SITEL
02.2013 - 08.2016
- Assisted customers with resolving issues and implementing effective solutions.
- Cross-trained in multiple departments to handle customer requests via phone, email, and live chat.
- Documented customer interactions in CRM systems to track requests and resolutions.
- Diagnosed customer needs and educated them on products and services.
- Guided customers through digital tools and service processes.
- Provided confirmations, answered questions, and delivered general support.
Education
Bachelor of Science - Information Technology Services
Mississippi State University
Starkville02-2028
Diploma - undefined
Louisville High School
01-2009
Skills
- Technical Support (Windows, Mac OS, troubleshooting)
- Incident Management (TDX, Service Desk Systems)
- Customer Support (Phone, Email, Live Chat)
- Problem Solving & Troubleshooting
- Ticketing & Documentation (TDX)
- Microsoft Office Suite
- Data Entry & Record Management
Timeline
Technical Customer Service Representative
Mississippi State University
10.2017 - Current
Data Entry / Customer Administrative Representative
Advance America
08.2016 - 03.2017
Customer Service Representative
SITEL
02.2013 - 08.2016
Diploma - undefined
Louisville High School
Bachelor of Science - Information Technology Services
Mississippi State University