Keegan Davis
Technical Support Supervisor
Clearwater,FL
Summary
Proven leader in customer service and technical support with broad experience in key industries. Manager of a team that improved overall customer satisfaction by 28%, exceeding expectations and always delivering concierge level service to customers as well as co-workers. A problem solver, leveraging experiences and insights, to improve efficiency, lowering average interaction time by 35%. Possessing the technical skills and hunger for knowledge that are paramount in providing the best experience for every interaction.
Overview
21
21
years of professional experience
Work History
Technical Support Floor Supervisor
Wellness Space Brands/HydroMassage
11.2022 - 06.2025
- Supervisor of the technical support team made up of 10-12 technical support representatives.
- 80% of Knowledge base articles updated to reflect current practices.
- Call tracking entry evaluation averaging 200 entries daily. Current record review to ensure correct and pertinent information captured.
- Monitored and reviewed all customer interactions through email, phone and chat.
- Technical writing of workflow documents and troubleshooting guides.
- Developed new training material to ensure agent knowledge of products and procedures.
- Quality Assurance review on a weekly basis of all agents.
- Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
Trusted Referee
ID.me
07.2021 - 10.2022
- Performed 50 video chat sessions daily to authenticate a user's identity, in order to collect benefits from either their state or federal government.
- Followed strict procedures, ensuring compliance with all regulations during video interview.
- Assisted users with technology issues relating to user interface, network connections and device settings.
- Evaluated government issued identification to ensure documents legitimacy.
- Completed more than 6000 verifications with a QA average of 99.5%.
- Documented several issues with the scripts used and facilitated their correction.
- Followed internal and external fraud trends to mitigate risk.
Technical Support and Customer Service
Netflix (24-7 Intouch LOB)
07.2019 - 04.2021
- Maintained a deep knowledge of services and content offered.
- Single point of contact for Netflix members for customer service and technical support.
- Troubleshooting of app and operating systems to ensure customer satisfaction.
- Averaged over 92% in QA scores and was in the top 5% for production metrics.
- Was part of customer focus group that brought top agents together from multiple locations to provide insights to management about pain points and solutions.
Independent Contractor - Computer Repair
Omaha Ne
11.2014 - 07.2019
- Operated a computer repair business from residence.
- Serviced PC’s, Apple products and Linux devices.
- Performed service calls for repairs, network support, hardware upgrades, operating system and other software installations, new hardware installations, as well as training.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Negotiated contracts with clients, ensuring clear communication of project scope and expectations for both parties.
Operations Manager
California Tacos and more
04.2009 - 11.2014
- Identified and implemented several key projects to cut shrinkage and improve profits.
- Installed and programmed Point of sale system that improved efficiency, calculated inventory, and identified the areas of the restaurant that needed more oversight.
- Installed remote viewing camera network that allowed for oversight and cut shrinkage by 85%.
- Designed and then built out the restaurant in an expansion that increased the seating and kitchen area, ultimately translating to a 15% increase in Net profit.
- Created equipment maintenance schedule and then performed the maintenance and ensured documentation.
- Print and radio marketing.
- Designed training manuals for kitchen staff and wait staff to ensure adherence to policies and procedures.
Registered Investment advisor
TD Ameritrade
04.2004 - 12.2008
- Obtained series 7 and 63 licensing from NASD
- Evaluated the performance of various asset classes within client portfolios regularly, making adjustments as needed to maintain optimal risk/reward balance.
- Assisted in the growth of the firm''s assets under management through effective marketing strategies and networking events.
- Maintained strict compliance with all applicable regulations, including SEC rules and fiduciary standards of care.
- Mentored junior staff members, sharing knowledge and expertise in investment management strategies and client relationship building.
Education
Bachelor's - business administration and technical studies
Bellevue University
Omaha, NESkills
- Strong leadership
- Analytic problem solving
- Electrical diagram and blueprint fluency
- Ethical, considerate & reliable
- Exceptional digital literacy
- Persuasive, empathetic communication
- Ability to collaborate across disciplines
- Solid judgment & decision-making
- Strategic planning
- Staff coaching
- Customer satisfaction
Timeline
Technical Support Floor Supervisor
Wellness Space Brands/HydroMassage
11.2022 - 06.2025
Trusted Referee
ID.me
07.2021 - 10.2022
Technical Support and Customer Service
Netflix (24-7 Intouch LOB)
07.2019 - 04.2021
Independent Contractor - Computer Repair
Omaha Ne
11.2014 - 07.2019
Operations Manager
California Tacos and more
04.2009 - 11.2014
Registered Investment advisor
TD Ameritrade
04.2004 - 12.2008
Bachelor's - business administration and technical studies
Bellevue University
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