LaShawn Davis
New Hebron,MS
Summary
Polite and professional Contact Center Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Webster Bank-Remote
10.2023 - 04.2024
- Processed transactions, including account updates, billing inquiries, and order placements, while maintaining data accuracy and confidentiality
- Utilized CRM tools like Zendesk to track customer interactions, follow up on outstanding issues, and ensure timely resolution
- Delivered high-quality, frontline customer support to agreed-upon service levels.
- Resolved technical issues by troubleshooting and guiding customers through problem-solving steps, ensuring first-touch resolution.
- Responded to customer inquiries in the contact center.
- Ensured accurate information delivery and enhanced customer experience.
Member Service Representative
PSCU-MS
01.2023 - 09.2023
- Improved first-call resolution rate through comprehensive knowledge of company policies and procedures.
- Resolved member transactions
- Proactively identified potential issues affecting clients, working diligently to resolve them before escalation became necessary.
- Managed a high volume of inbound calls, ensuring timely assistance to customers with various needs.
- Managed more than 30 incoming calls, emails and faxes per day from customers.
- Efficiently reviewed customer contacts and provided actionable insights to enhance customer experience and eliminate friction-causing roadblocks.
Technical Support Representative
Kelly Services-Remote-Ms
05.2021 - 08.2022
- Diagnosed technical issues reported by customers and guiding them through step-by-step solutions
- Communicated with customers via phone, email, chat, or in person to understand and resolve their technical problems
- Analyzed complex technical issues to find root causes and implement permanent solutions, not just temporary fixes.
- Provided technical guidance, and support service improvements.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Created phenomenal member experiences to ensure retention by quickly and clearly addressing questions via chat, phone and email.
Customer Service
Home Care Assistance
02.2018 - 02.2020
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Demonstrated ability to remain calm under pressure
- Participated in regular performance evaluations. consistently exceeding expectations in key metrics such as first-call resolution rate.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
- Provided friendly, helpful customer service to over 25 customers daily.
Call Center Representative
National Fidelity Home Warranty-Concord, CA
05.2017 - 11.2017
- Managed multiple tasks simultaneously, such as handling calls while updating records, processing transactions, or researching information
- Adhered to quality standards and call scripts to ensure consistency and compliance with company policies
- Provided basic technical assistance for products or services, troubleshooting common issues, and escalating more complex problems to higher-level support when necessary
- This includes both verbal communication over the phone and written communication when necessary.
- Monitored performance metrics to meet Contact Center goals.
- Supported customer-focused projects and administrative functions as needed.
Education
High school diploma -
Regional Education Center
Vallejo, CA06.2015
Skills
- Collaborative
- Accountable
- Strong communication skills
- Remote Work Experience
- Problem- Solving
- Creative
- CRM Proficiency
- Adaptable to various customer needs and changing priorities
- Collaborative Leadership
- Proficient with computer systems
- Ability to handle routine assignments within defined procedures
- Zendesk
Timeline
Customer Service Representative
Webster Bank-Remote
10.2023 - 04.2024
Member Service Representative
PSCU-MS
01.2023 - 09.2023
Technical Support Representative
Kelly Services-Remote-Ms
05.2021 - 08.2022
Customer Service
Home Care Assistance
02.2018 - 02.2020
Call Center Representative
National Fidelity Home Warranty-Concord, CA
05.2017 - 11.2017
High school diploma -
Regional Education Center
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