Kody Davis
Deptford,NJ
Summary
Experienced Digital Media Representative skilled in customer service and critical thinking. Proven track record in leadership positions and training peers, while fostering strong relationships. Adept at problem resolution, product knowledge, and consistently looking for ways to improve service delivery and customer satisfaction by refining processes and procedures.
Overview
7
7
years of professional experience
Work History
Digital Media Representative
TD Bank
08.2020 - Current
- Executed TD Framework through messaging platforms to provide customers with concise information in a timely and personable manner.
- Trained in all facets of the business line to broaden skillset with Loans, Partnercare, Social Media, and Messaging Back Office.
- Acted as a Resource Officer at management request to alleviate business pressure when needed and assist peers with questions.
- Actively looked for ways to improve the business line by taking part in specialty pods focused on procedural efficiency and needed templates.
- Acted as Pulse Ambassador for team to receive feedback on pain points and look for ways alleviate concerns.
- Maintained all metrics on a quarterly basis even exceeding the department standard on more than one occasion.
Digital Media Resource Officer Stretch Assignment
TD Bank
05.2024 - 05.2024
- Provided guidance on bank products, services, and procedures to peers seeking assistance on a day to day basis.
- Conducted peer to peer coaching sessions when needed to ensure operational efficiency, proper information was being provided, and compliance was maintained.
- Assisted with personnel scheduling to maintain optimal staffing levels to ensure SLA was met.
Customer Service Representative
TD Bank
03.2019 - 08.2020
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Collaborated with team members to improve service delivery and enhance customer satisfaction.
- Adapted quickly to new tools and processes, ensuring accurate information and service was provided during high demand periods.
Capabilities Coach Stretch Assignment
TD Bank
01.2020 - 04.2020
- Facilitated training sessions on financial products and services to prepare new hires for their positions.
- Evaluated employee performance metrics to provide constructive feedback and support growth.
- Completed coaching documentation to maintain consistent communication between agents and managers to identify any room for improvement.
- Monitored chat activity to provide on the spot assistance to agents seeking answers to questions in real time.
- Outlined TD Framework and business practices to ensure integrity in new hire actions.
Education
High School Diploma -
Hammonton High School
Hammonton, NJSkills
- Customer service
- Critical thinking
- Relationship building
- Computer proficiency
- Call center experience
- Complaint handling
- Product knowledge
- Problem resolution
- Attention to detail
- Multitasking
- Team collaboration
- Team leadership
- Writing and editing
Accomplishments
Employee of the Month
Quarterly Wow Star
Rising Star Award
iTime Champion
VoicePrint Champion
Timeline
Digital Media Resource Officer Stretch Assignment
TD Bank
05.2024 - 05.2024
Digital Media Representative
TD Bank
08.2020 - Current
Capabilities Coach Stretch Assignment
TD Bank
01.2020 - 04.2020
Customer Service Representative
TD Bank
03.2019 - 08.2020
High School Diploma -
Hammonton High School