Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lanice Davis

Windsor Mill,MD

Summary

Responsible hard worker seeking a rewarding Customer Service position where 6+ years of experience can improve customer relationships and overall satisfaction with the company. The goal is to enhance professional skills by maximizing positive people oriented experiences in order to further develop a career and secure a future.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

CARCHEX
04.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Driver

Self Employed/Rideshare
06.2019 - Current
  • Duties include planning and setting schedules to pick up and drop off 50-100 customer orders daily.
  • Maintaining customer service skills while delivering fresh orders to customers quickly and efficiently.

Total Loss Advisor

Toyota Financial Services
11.2018 - 05.2019
  • Assisted customers with satisfying their accounts after their vehicles were totaled.
  • Responsibilities included requesting cancellations of warranties and contacting insurance companies to ensure those cancellations were completed.
  • Educating customers on how total loss processes work from beginning to end including making payments to protect credit history as well as taking final payments to avoid account charge off.
  • Microsoft Office, Excel and Outlook used daily
  • Communicated via email to guarantee accounts were closed quickly and efficiently.

SST

Laureate Education
05.2018 - 08.2018
  • Received 50+ calls daily and assisted students with all technical issues: password resets, posting assignments, download applications, etc.
  • Maintained online class functionality through troubleshooting laptops and desktops.
  • Frequently e-mailed students and staff using Microsoft Suite (Word/ Excel/ Outlook).

Customer Service Representative

Maryland Health Connection
08.2016 - 09.2017
  • Description includes effectively managing high-volumes of inbound customer calls.
  • Meeting or exceeding service and quality standards every review period.
  • Accurately documenting, researching and resolving customer service issues.
  • Defusing volatile customer situations calmly and courteously.
  • Managing calls in fast-paced and challenging call center environments.
  • Referring unresolved customer grievances to designated departments for further investigation.
  • Addressing and resolving customer product complaints empathetically and professionally.
  • Accurately documenting, researching and resolving customer service issues.

Home Energy Consultant

IGS Energy
07.2014 - 08.2015
  • Duties included diligently acquiring new clients by selling energy consulting services and associated products.
  • Driving sales from lead generation through contract closing and/or renewals.
  • Delivering presentations to clients to demonstrate my company's capabilities and value propositions.
  • Developed and maintained strong relationships with customers and solid understandings of existing clients businesses to maintain very high renewal rates of contracts.

Fields Sales Representative

Slomin's Inc
01.2014 - 06.2014
  • Duties included planning and scheduling door to door routes and visiting 30-50 potential customers each day.
  • Developing prospect/leads lists, preparing and executing sales applications/contracts.
  • Showing presentations on products and features.
  • Trained new sales Reps on developing rapport with customers, meeting and exceeding sales objectives and maintaining constructive and cooperative working relationships with others.

Machine Operator

Hedwin Corporation
08.2009 - 11.2009
  • Duties included operating heavy machinery that produced plastic molding for specimen collection containers.
  • Packing 1000+ containers daily in orderly fashion, checking for accuracy and defects and making sure containers were not damaged.
  • Prepared shipping while maintaining clean areas at all times.

Omit Stopper

Rite Aid Distribution Center
04.2008 - 10.2008
  • Duties included maintaining inventory for designated areas.
  • Receiving and counting stocked items and recording data ordering/replenishing items to be stocked on sales floor.
  • Storing items and ordering/replenishing items to be stocked on sales floor and cleaning work area.

Customer Service Representative

Blue Hippo Inbound Call Center
04.2006 - 03.2008
  • Duties included accepting calls from new and existing customers, taking new orders, entering new customer and updating existing customers' information.
  • Sold new and additional services by recognizing opportunities to up-sell current accounts by explaining new features.
  • Managed and resolved customer complaints by researching, exploring answers and alternative solutions as well as transferring customers to appropriate extensions or resources.

Education

High School Diploma -

Woodlawn High School Center For Pre-Eng. Res
Baltimore, MD
2003

Skills

  • Microsoft Office Word, Excel, Power Point and Outlook
  • Data Entry
  • Excellent in customer relations, tactful and diplomatic in resolving customer concerns
  • Performs conventional administrative duties such as typing, operating multi-line phone systems as well as filing and faxing
  • Pays close attention to detail for successful management and retention of customers
  • Maintaining helpful and calm demeanors in fast paced environments
  • Works well with Supervisors, independently or in teams
  • Positive, competitive and committed to identifying needs, providing solutions and exceeding expectations
  • Ride share driving
  • Planning and Coordination
  • Customer rapport

Timeline

Customer Service Representative

CARCHEX
04.2024 - Current

Driver

Self Employed/Rideshare
06.2019 - Current

Total Loss Advisor

Toyota Financial Services
11.2018 - 05.2019

SST

Laureate Education
05.2018 - 08.2018

Customer Service Representative

Maryland Health Connection
08.2016 - 09.2017

Home Energy Consultant

IGS Energy
07.2014 - 08.2015

Fields Sales Representative

Slomin's Inc
01.2014 - 06.2014

Machine Operator

Hedwin Corporation
08.2009 - 11.2009

Omit Stopper

Rite Aid Distribution Center
04.2008 - 10.2008

Customer Service Representative

Blue Hippo Inbound Call Center
04.2006 - 03.2008

High School Diploma -

Woodlawn High School Center For Pre-Eng. Res

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