Khem Davis
Chicago,IL
Summary
Extensive experience in Customer Service at two Fortune 50 companies within the Wireless industry, focused on Technical Support, Employee Relations and Communication, Employee Engagement, and Training & Development. Diverse background in customer facing, management, and support roles. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
1
1
Certification
Work History
MANAGER/TEAM LEAD - MERCHANT SUPPORT
UBER Corporate
03.2022 - Current
- Manage a team of specialists responsible for providing resolutions to Merchant partners through voice or social media routes
- Manage Churn Prevention project and program effectiveness
- Investigate and provide solutions on inbound and outbound cases presented by enterprise and small merchants
- Lead, empower and develop a robust team of TLs / Specialists within a time-sensitive and fast-paced environment to deliver on operational key performance indicators (KPIs)
- Responsible for a 23% increase in trip conversion and 52% increase in online rate
- Customized and Design Uber’s Churn Prevention Program
- Core team contributor for Uber’s High Performance Culture program
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
SMALL BUSINESS CONSULTANT
EYENOTICEC CONSULTING
03.2018 - Current
- Manage and create growth strategies for small businesses
- Served as a people partner to small business staffers including policy creation, talent acquisition and customization of company incentives
- Coordinated partnerships with local government, attended community organized events on behalf of clients
- Partnered with the community to create cultural events
- Responsible for a 23% increase in membership for 2 small location
- Customized and Designed community courses for seniors
- Won Comcast Small Business award.
ASSOCIATE DIRECTOR - TECHNICAL SUPPORT
VERIZON
01.2006 - 09.2021
- Supervised a team of 150 managers, supervisors, and operations support staff
- Led delivery, project management and technical responses to customer inquiries for products, services, features, and applications
- Investigated employee relation occurrences providing resolution and recommendations to leadership and employees
- Consistently earned top 10% rankings for customer survey, balanced performance, and revenue/sales results
- Reviewed/researched data and analyzed KPIs for individual and team sales performance, service delivery, response time, issue resolution, and customer satisfaction
- Led successful Quality Continuous Improvement initiatives driving over 5% improvement in overall customer satisfaction (year-over-year success)
- Drove positive gross bookings increases related to device return and replacement
- Participant in DIRECTOR IN TRAINING program
- Program lead for Associate Director apprentice program
- Lead Associate Director on Workforce downsizing
- Created Hybrid Work program for Technical Support
- Spearheaded the development and launch of a new product line, leading to increased market share and customer satisfaction.
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
SUPERVISOR
Verizon Wireless
12.2005 - 12.2006
- Supervised and directed the activities of 7-10 Customer Service trainers across 4 Contact Centers
- Conducted observations of all trainers to ensure quality in delivery of topics
- Partnered with Call Center leadership providing updates on current training courses and completion
- Managed the launch of training delivery for 7 major device launches including, Digital services, Apple, and Nokia
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
01.2002 - 12.2005
Education
Telecommunications
Spoon River College
Canton, ILSkills
- SOFTWARE SKILLS
- MS Office, G Suite, JIRA, Salesforce
- Strategic Planning
- Policy Implementation
- Marketing
- Workforce Management
Certification
- CM - Certified Manager Certification
- CompTIA - Certified Technical Trainer
Timeline
MANAGER/TEAM LEAD - MERCHANT SUPPORT
UBER Corporate
03.2022 - Current
SMALL BUSINESS CONSULTANT
EYENOTICEC CONSULTING
03.2018 - Current
ASSOCIATE DIRECTOR - TECHNICAL SUPPORT
VERIZON
01.2006 - 09.2021
SUPERVISOR
Verizon Wireless
12.2005 - 12.2006
01.2002 - 12.2005
Telecommunications
Spoon River College