Kadejra Davis
Longview,TX
Summary
High-impact professional with over a decade of experience directing complex residential operations and delivering elite-level customer service in highly regulated environments. Expert at bridging the gap between rigorous compliance standards and a "client-first" service philosophy. Proven success in managing high-volume communications, resolving intricate financial and operational discrepancies, and cultivating high-performing teams. A dedicated advocate recognized for maintaining 100% regulatory adherence while fostering transparent, trust-based relationships with stakeholders, families, and diverse client populations.
Overview
12
12
years of professional experience
Work History
Customer Service Associate
Mr. Cooper/ Rocket Mortgage
Longview, Texas
12.2025 - Current
- Managed a high volume of inbound and outbound phone calls, emails, texts, and chats to address operational questions and concerns.
- Problem Solving: Troubleshoot technical issues with the online application and use critical thinking to resolve complex payment or servicing inquiries.
- Relationship Management: Build rapport with clients and external partners, by taking ownership of the call.
- Conducted comprehensive escrow analysis to identify discrepancies in tax assessments and insurance premiums, leading to a significant reduction in monthly housing expenses for clients.
Residential Group Home Manager
Community Health core
Longview, Texas
02.2014 - 03.2025
Strategic Leadership & Personnel Management
- Directed comprehensive daily operations for a high-occupancy residential facility, ensuring the delivery of therapeutic, person-centered care for all residents.
- Cultivated a high-performing team through targeted recruitment, rigorous onboarding, and continuous professional development, resulting in enhanced service delivery and staff retention.
- Optimized human capital management by developing strategic staffing schedules to ensure 24/7 regulatory compliance and reduce budgetary overhead from overtime.
- Spearheaded performance management initiatives, utilizing formal evaluations and constructive feedback loops to align staff core competencies with organizational goals.
- Ensured 100% adherence to state and federal mandates regarding medication administration health documentation, and incident reporting protocols.
- Managed fiscal health and resource allocation, overseeing facility budgets and procurement processes to enhance operational efficiency.
- Executed rigorous quality assurance audits and facility inspections to maintain superior standards of safety, cleanliness, and environmental health.
- Developed and implemented robust emergency response protocols, ensuring staff readiness and resident safety during critical incidents.
- Facilitated multidisciplinary collaboration with physicians, therapists, and social workers to design and execute individualized care plans.
- Acted as the primary liaison for families and guardians, fostering a culture of transparency and trust through proactive communication and conflict resolution.
- Championed resident advocacy and community integration by overseeing development of recreational and social programs that promoted independence and self-determination.
- Upheld strict data privacy standards, managing sensitive medical and personal information in full compliance with HIPAA and confidentiality regulations.
Education
High School Diploma -
Jefferson High School
Jefferson, TX05-1999
Skills
- Residents' rights
- Phone etiquette
- Working with people with developmental disabilities
- Microsoft Office
- English
- Medication administration
- Problem solving
- Communication skills
- Leadership
- Customer service
- Supervising experience
- Customer relationship management
- Customer support
- Employee management
- Policy adherence
Timeline
Customer Service Associate
Mr. Cooper/ Rocket Mortgage
12.2025 - Current
Residential Group Home Manager
Community Health core
02.2014 - 03.2025
High School Diploma -
Jefferson High School