Jamari Davis
Fort Washington,MD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Customer Experience Representative
Comcast
03.2022 - Current
- Provides right experience to customers for billing, repair, retention and sales inquiries or interaction.
- Troubleshoots and resolves technical problems and other general account inquiries
- Improves customer satisfaction and maximizes sales and retention opportunities.
- Responsible for accurately and confidently handling various types of customer inquiries while engaging and building consultative relationship with our customer
- Actively puts customer needs and wants at center of all interactions
- Serving as first point of contact for customers seeking assistance with products or services.
- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
- Developed strong relationships with clients, fostering a sense of trust and reliability in company's services.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Responded proactively and positively to rapid change.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
Night Auditor Supervisor
Watermark Hotel
02.2021 - 08.2022
- Contributed to development of training materials for new night auditors, ensuring consistent approach to onboarding across team.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed front desk operations during overnight shifts, providing exceptional customer service to guests throughout their stay.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Supervised team of 8 front desk agents and helped to resolve issues arising during shifts.
Vacation Planner
Destination Universal
05.2021 - 07.2022
- Excellent knowledge of computer reservations systems, GDS systems and e-travelling
- Strong sales skills and commercial awareness
- Book transportation, make hotel reservations and collect payment/fees
- Cooperating with clients to determine their needs and advising them appropriate destination, modes of transportations, travel dates, costs and accommodations
- Meet profit and sales targets weekly
- Resolves complex issues without or with limited management intervention
- Determines purpose of call by actively listening and interacting with callers, triages call in professional and timely manner
- Team Member Support - Receive calls transferred from counselors and provides immediate member assistance
- Creates a personal connection to customer and demonstrates favorable image of organization through effective use of soft skills.
- Kept detailed records of all client transactions and communications for accurate tracking and reporting purposes.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Analyzed sales data to identify patterns or opportunities for growth within specific markets or demographics.
Education
BBA - Business Administration
Liberty University
Lynchburg, VA05.2029
Skills
- Appointment Scheduling
- Verbal and Written Communication
- Time and Task Management
- Comfort with Technology: Familiarity with Digital
- Communication Tools
- Growth Mindset: Embraces Change and Learning
- Proactive Questions: Speaks Up
- Problem Solving and/or Troubleshooting
- Appointment Scheduling
- Multi-Line Phone Systems
- Call Documentation
- Sales and Upselling
Digital Communication
- File Sharing ( Google Workspace, Dropbox, OneDrive)
- Virtual Office Environments ( Yammer)
- Video Conference (Google Hangouts, Microsoft teams, Zoom)
- Instant Messenger ( Google Chat)
Awards
- Customer Care- 2022
- Performance-2022
- Employee of the month- 2023
Timeline
Customer Experience Representative
Comcast
03.2022 - Current
Vacation Planner
Destination Universal
05.2021 - 07.2022
Night Auditor Supervisor
Watermark Hotel
02.2021 - 08.2022
BBA - Business Administration
Liberty University