James Davis
Pittsburg,CA
Summary
Proven professional with a track record of enhancing customer satisfaction and loyalty, adept in customer
service and data entry. Leveraged teamwork collaboration and route planning to streamline processes, achieving a significant increase in efficiency. Skilled in both empathetic customer interactions and precise
logistical coordination.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
Personal Care Assistant
IHSS PUBLIC AUTHORITY
12.2020 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Cook client meals and keep home clean.
- Change linens, launder clothing, and put away items.
- Organize and layout medications for clients.
- Schedule client appointments and transport clients for errands and doctor visits.
- Perform housekeeping activities and sort incoming mail.
- Follow family and healthcare plans and complete therapy activities with clients.
Delivery Driver
UBER INC
08.2020 - Current
- Managed multiple deliveries simultaneously, maximizing efficiency and productivity.
- Navigated efficiently through various routes for timely food deliveries.
- Utilized GPS systems effectively for accurate routing and delivery time estimates.
- Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
- Delivered packages to customer doorsteps and business offices from Wal-Mart direct.
Customer Support Representative
CUBIC INC
04.2019 - 06.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Read scripts, documented Patron inquiries, and provided transportation information for local transit agencies governed by the Metropolitan Transportation Commission.
- Provide accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
- Assisted trainer with side-by-side training for new hires on call flow, multi systems used, and daily work procedure.
- Developed effective relationships with all call center departments through clear communication.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
Senior Research Analyst
CONDUENT BUSINESS SERVICES
05.2015 - 04.2019
- Research and investigate escalated customer issues
- Placed phone calls, sent invoices or emailed customers to remind them of account contracts, settlement payments due dates, and amount owed according to guidelines outlined in the offer.
- Developed a reputation for calming high-maintenance callers and stabilizing hostile situations.
- Work cross-functionally with multiple departments entities such as, the Department of Motor Vehicles, Better Business Bureau, and Seven (7) on your side to investigate transactions.
- Reduced operational costs by identifying inefficiencies through careful examination of internal processes and procedures.
- Prepared detailed reports summarizing research findings and recommendations for further action.
Call Center Work Leader
CONDUENT BUSINESS SERVICES
02.2013 - 05.2015
- Act as floor supervisor in a lead capacity.
- Assessed team performance metrics regularly, identifying areas for improvement and implementing corrective measures.
- Address and resolve escalated customer issues and concerns.
- Collaborated with cross-functional teams to achieve common goals and enhance overall business performance.
Customer Service Representative
CONDUENT BUSINESS SERVICES
06.2012 - 02.2013
- Answer inbound calls for account maintenance, updates, payment processing, and collections.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Review customer account history and toll transaction activity with customers.
- Provide toll violators with options to resolve outstanding violations.
Sr. Online Customer Service Representative
WELLS FARGO BANK
04.2006 - 06.2012
- Answered an average 70+ service and inside sales calls per day, setting the call center benchmark for professionalism and consistency.
- Assisted clients with online banking navigation through company site or their personal account.
- Educated customers on features and benefits of banking products and services.
- Contacted sister departments to trouble shoot and/or resolve issues.
- Identify fraud activity and preventative loss processes to ensure bank and customer safety procedure.
- Processed payments for online bill pay services, mortgage loan payments, and credit cards.
Independent Consultant and Trainer
MY HABITAT CONNECTION
04.2010 - 06.2012
- Generated leads and initiated sales
- Assisted customers with payments, billing, and satellite television services
- Coordinated training and resolved escalated issues
Front End Associate
COSTCO
06.2004 - 04.2006
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
- Worked flexible schedule and extra shifts to meet business needs.
- Performed inventory control, such as counting, and stocking merchandise.
Education
Diablo Valley College
Pleasant Hill, CA 08.2004 - 05.2007
High School Diploma -
John F. Kennedy High School
Richmond, CA06.2004
Skills
Customer Service
Teamwork and Collaboration
Problem-Solving
Time Management
Attention to Detail
GPS and route planning
Valid Driver's License
Banking systems proficiency
CRM Software
Housekeeping tasks
Cash Handling Abilities
Stocking Merchandise
Timeline
Personal Care Assistant
IHSS PUBLIC AUTHORITY
12.2020 - Current
Delivery Driver
UBER INC
08.2020 - Current
Customer Support Representative
CUBIC INC
04.2019 - 06.2020
Senior Research Analyst
CONDUENT BUSINESS SERVICES
05.2015 - 04.2019
Call Center Work Leader
CONDUENT BUSINESS SERVICES
02.2013 - 05.2015
Customer Service Representative
CONDUENT BUSINESS SERVICES
06.2012 - 02.2013
Independent Consultant and Trainer
MY HABITAT CONNECTION
04.2010 - 06.2012
Sr. Online Customer Service Representative
WELLS FARGO BANK
04.2006 - 06.2012
Diablo Valley College
08.2004 - 05.2007
Front End Associate
COSTCO
06.2004 - 04.2006
High School Diploma -
John F. Kennedy High School