Kristin Davis
Riverview,MI
Summary
Resourceful Customer Liaison Professional known for completing tasks with high productivity and efficiency. Specialize in customer relationship management, conflict resolution, and communication strategies. Excel in active listening, empathy, and problem-solving to enhance customer satisfaction and loyalty.
Overview
33
33
years of professional experience
Work History
IT Customer Liaison
Auto Club Group of Michigan
Dearborn, MI
10.2013 - Current
- Advised customers on appropriate action when dealing with product or service issues and concerns.
- Established effective relationships with customers through regular follow-up contact.
- Identified opportunities to improve service delivery processes and systems.
- Ensured all customer inquiries were responded to promptly and professionally.
- Maintained accurate records of customer interactions and transactions for future reference.
- Maintained detailed knowledge of company's products and services offerings.
- Participated in training sessions to stay up-to-date on new products and services offerings.
- Handled customer inquiries and complaints in a professional manner.
- Monitored customer feedback and compiled reports for management review.
- Researched solutions to address customer problems or concerns.
- Collaborated with other departments to resolve complex customer issues.
- Provided advice on products, services, pricing and availability.
- Answered incoming calls from customers in regards to orders or product information.
- Conveyed current policy, procedure and compliance information to employees.
- Offered operational assistance and management in coordination with senior managers.
- Mentored junior team members and managed employee relationships.
- Led on- and off-site customer support teams across multiple time zones.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
I.T. Service Manager
Dell Services/ACG
Dearborn, MI
04.2012 - 10.2013
- Provided guidance on best practices for incident management, problem resolution and change control.
- Managed IT service delivery, ensuring that IT services met service level agreements, tracking trends, and running and managed Emergency Response Teams for incidents.
- Improved service quality and efficiency by conducting regular meetings with business units.
- Developed and implemented service strategies, policies and procedures to ensure IT services met customer needs.
- Participated in meetings with senior executives to discuss strategy and plan future initiatives related to IT services.
- Ensured compliance with company policies, procedures and standards regarding the use of IT services.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
Desk Side Support Analyst
Dell Services/ACG
Dearborn
10.2005 - 04.2012
- Collaborated closely with other departments to resolve escalated customer issues quickly.
- Assisted in the installation and configuration of new computer systems including operating systems, drivers, applications, and peripherals.
- Answered questions regarding software functionality, troubleshooting hardware and software problems, and configuring system settings.
- Provided training to end-users on the use of specific software applications or other IT related topics.
- Analyzed data from multiple sources to identify trends or patterns that could indicate potential problems.
- Provided technical support to clients via telephone and email, resolving complex issues.
Supervisor/Scheduler-Mainframe Operations
Perot Systems/Severstal
Dearborn
08.2001 - 10.2005
- Running batch jobs and maintaining operations for mainframe functions.
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Complied with company policies, objectives and communication goals.
Help Desk Analyst
Perot Systems/TRW
Livonia
12.1995 - 08.2001
- Performed remote diagnostics on user systems to resolve problems quickly.
- Created knowledge base articles for frequently asked questions by customers.
- Maintained detailed documentation of customer interactions, changes made, and resolutions taken in ticketing system.
Mainframe Operator
Perot Systems/Kelsey Hayes
Romulus
12.1991 - 12.1995
- Monitored batch processing queues to ensure timely execution of jobs.
- Monitored system utilization levels to ensure compliance with service level agreements.
- Managed storage devices such as tape drives, disk arrays, and other peripherals connected to the mainframe.
- Performed system maintenance tasks including monitoring disk space usage, managing user accounts, and scheduling jobs.
Education
High School Graduate -
1988-1990 Eastern Michigan University (Computer Science Course of Study) -
Many other technical/professional courses through Perot and Dell Services including ITIL, Technical Writing, Project Planning and Disaster Recovery Planning -
Skills
- Software configuration/troubleshooting, deployment and repair
- Computer Hardware Analysis/Deployment/Repair
- BMC Remedy
- ServiceNow
- System Center Configuration Manager/Operating System Deployment (SCCM/OSD)
- Incident/Problem/Change management
- SMS Expert
- HP Openview
- Microsoft Project Professional PWA Applications
- Technical Writing/Documentation
- Mainframe Operations/Scheduling including DOS and MVS systems
- Technical knowledge
- Team Collaboration
- Communication improvements
- Transfer procedures
- Interpersonal abilities
- Strategic Partnerships
- Incidents management
- Cross-functional communications
- Recordkeeping
- Issue Resolution
Hobbies and Interests
- Director, sound technician, lighting designer, and assistant producer and stage manager for regional theater productions
- Creative Writing
References
Available upon request
Timeline
IT Customer Liaison
Auto Club Group of Michigan
10.2013 - Current
I.T. Service Manager
Dell Services/ACG
04.2012 - 10.2013
Desk Side Support Analyst
Dell Services/ACG
10.2005 - 04.2012
Supervisor/Scheduler-Mainframe Operations
Perot Systems/Severstal
08.2001 - 10.2005
Help Desk Analyst
Perot Systems/TRW
12.1995 - 08.2001
Mainframe Operator
Perot Systems/Kelsey Hayes
12.1991 - 12.1995
High School Graduate -
1988-1990 Eastern Michigan University (Computer Science Course of Study) -
Many other technical/professional courses through Perot and Dell Services including ITIL, Technical Writing, Project Planning and Disaster Recovery Planning -
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