Summary
Overview
Work History
Education
Skills
Qualifications
Timeline
Generic

Anthony Davis

Bluff City,TN

Summary

I have a plethora of years experience with computers and software associated with them. Alongside that expertise, I have several years experience with jobs in the Customer Service and specifically the Call Center field. Computers and Teaching have become my passion over the years. Not only is it something I excel at but it is something I truly enjoy.

Professional client advocate with proven experience and readiness for high-impact roles. Skilled in client relationship management, conflict resolution, and strategic problem-solving. Strong focus on team collaboration and achieving results while adapting to changing needs. Known for reliability, communication, and client-centered approach.

Overview

21
21
years of professional experience

Work History

Senior Client Advocate

Citi Commerce Solutions
05.2022 - Current
  • Handled Escalated Customer Service calls for multiple credit card portfolios
  • Mentored junior advocates, fostering professional development and improving team performance.
  • Collaborated with cross-functional teams to streamline operations and resolve client issues.
  • Mentored junior team members, fostering a supportive work environment and promoting professional development.

Debit Card Fraud Servicing Senior Supervisor

Advanced Call Center Technologies
12.2014 - 05.2022
  • 5 months as a Debit Card Fraud Servicing Specialist before being Promoted to Supervisor. Currently I am an Academy Manager & Supervisor for the Check Fraud Claims & Specialized Claims unit.
  • I specialize in “Nesting” or “On-the-job Training” (4 years) Average retention rates >87% responsible for multiple new-hire classes (10-25 associates per class) at the same time, alongside any Coaches, and Supervisors associated with them.
  • Classroom based training (2 years) Average retention rates >92% Typical class size 15-30 associates.
  • Production setting 1 ½ years as a Production Supervisor as well.
  • Work-from-home Experience - Computer & VPN setup/tech support.
  • Talent Acquisition - Supervisors complete interviews for prospective agents.

Self-Employment
09.2009 - 12.2014
  • I ran my own Computer Repair, Clean, Build, and Network Service for locals in my area.

Cross Trained

McDonalds
03.2009 - 09.2009
  • Cross Trained to work in every part of the store. Pay rate: $7.25/hr. Voluntary quit to take care of my autistic son.

Self-Employment
08.2006 - 03.2009
  • I ran my own Computer Repair, Clean, Build, and Network Service for locals in my area.

Sales Representative

Wyndham Worldwide
08.2007 - 01.2008
  • Pay rate $10.00/hr plus commission. Voluntary quit as a result of personal reasons.

Customer Service Representative for Bank of America Home Equity Lines of Credit

Advanced Call Center Technologies
06.2006 - 08.2007
  • Promoted 01/2007 as Senior Customer Service Representative and Floor Trainer after six months of outstanding/perfect quality awards. Pay rate: $8.00/hr. Voluntary Quit because of a better paying job.

Cashier, Bookkeeper, Scan Analyst, Gas Attendant, and Stocker

Food City
04.2004 - 06.2006
  • Starting pay rate: $5.15/hr. Ending pay rate: $6.42/hr. Voluntary quit because of a lack of advancement opportunities and a better paying job.

Education

No Degree - Computer Science

East Tennessee State University
Johnson City, TN

Skills

  • Effective negotiation
  • Industry awareness
  • Customer support
  • Call center experience
  • Staff training
  • Complaint resolution
  • De-escalation techniques
  • Representative training
  • Floor supervision
  • Problem-solving skills
  • Time management
  • Attention to detail
  • Multitasking Abilities
  • Phone etiquette
  • Microsoft office
  • Professional telephone demeanor

Qualifications

  • Tri-Cities Christian: 2 years of Computer Business, Keyboarding, and Accounting including: Microsoft Excel, Microsoft Word, PowerPoint, and Outlook.
  • 25 Years experience with Windows Programs including Windows 3.1, 95, 98, NT, 2000, ME, XP, Vista, 7, and 10
  • 18 Years of Customer Service experience.
  • 6 Years of Management experience.
  • ~8 Years of Call Center experience.
  • Comp TIA A+ Certification course completed at Science Hill Vocational School.

Timeline

Senior Client Advocate

Citi Commerce Solutions
05.2022 - Current

Debit Card Fraud Servicing Senior Supervisor

Advanced Call Center Technologies
12.2014 - 05.2022

Self-Employment
09.2009 - 12.2014

Cross Trained

McDonalds
03.2009 - 09.2009

Sales Representative

Wyndham Worldwide
08.2007 - 01.2008

Self-Employment
08.2006 - 03.2009

Customer Service Representative for Bank of America Home Equity Lines of Credit

Advanced Call Center Technologies
06.2006 - 08.2007

Cashier, Bookkeeper, Scan Analyst, Gas Attendant, and Stocker

Food City
04.2004 - 06.2006

No Degree - Computer Science

East Tennessee State University

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