LIANNA DAVIS
Summary
Customer Service & Operations Professional with 9+ years of experience across insurance, hospitality, finance, and e-commerce environments. Proven ability to lead high-performing teams, resolve complex customer issues, and drive operational efficiency in fast-paced settings. Recognized for delivering exceptional service, improving workflows, and maintaining high accuracy standards. Skilled in CRM systems, conflict resolution, and remote collaboration tools. Seeking a remote customer service role to leverage strong communication, problem-solving, and process improvement expertise to enhance customer satisfaction and operational performance.
Overview
9
9
years of professional experience
Work History
Administrative Assistant
Gary Community School Corporation, McCullough Academy
Gary, IN
01.2026 - Current
- Managed scheduling and coordination of meetings for faculty and staff, ensuring efficient time management.
- Developed and maintained filing systems to organize student records and administrative documents effectively.
- Implemented office procedures that improved workflow efficiency and reduced processing times.
Auditor Insurance Supervisor
Information Providers
Minneapolis, MN
10.2023 - 06.2025
- - Conducted detailed audits of insurance documentation (life, health, auto), identifying discrepancies, overpayments, and compliance risks.
- - Implemented audit best practices, reducing cycle time by 25% and improving accuracy.
- - Trained and mentored new staff, ensuring adherence to evolving regulations and company standards.
- Remote
Night Audit Manager
Hilton Home 2 Suites
Hammond, IN
12.2021 - 10.2023
- Managed front desk operations, guest services, and nightly financial reconciliation for 300 guests per shift, ensuring seamless overnight operations and consistent service delivery in a high-volume environment.
- Achieved and maintained 95%+ accuracy on all financial and audit reports while upholding Hilton brand and compliance standards; reduced billing discrepancies through proactive issue identification and resolution.
- Optimized room inventory management by coordinating late check-ins/outs and partnering with housekeeping, improving room readiness and minimizing guest wait times.
Dean's Assistant of Students
Thornton Fractional South
Lansing, IL
02.2021 - 10.2023
- Partnered with the Dean to support daily operations and student engagement initiatives for a student population of 1,500+, contributing to a structured and responsive school environment.
- Collaborated with campus safety and counseling teams to manage and de-escalate student crises, ensuring timely intervention and maintaining a safe campus climate.
- Streamlined student records management and administrative workflows, improving processing efficiency and reducing turnaround time for key administrative tasks.
Supervisor of Operations
Amazon
Monee, IL
12.2019 - 01.2021
- Supervised 50+ associates across warehouse operations (receiving, picking, packing, and shipping), driving productivity and ensuring consistent on-time order fulfillment in a fast-paced environment.
- Directed shift planning, labor forecasting, and resource allocation, optimizing workflow efficiency and maintaining performance against daily and weekly production targets.
- Championed workplace safety by leading daily briefings and enforcing Occupational Safety and Health Administration (OSHA) standards, contributing to a compliant and safety-focused work environment.
Front Desk Supervisor
Embassy Suite Hotel
Chicago, IL
07.2017 - 12.2019
- Supervised front desk operations for a high-volume Embassy Suites by Hilton property, leading a team of 120 associates while maintaining efficient check-in/check-out processes at 90%+ occupancy.
- Drove exceptional guest experiences by resolving escalations and coaching staff, contributing to a 98% guest satisfaction rating and strong brand loyalty.
- Oversaw daily financial reporting, cash handling, and audits, ensuring full compliance with Hilton standards while maintaining accuracy and operational efficiency.
Education
Bachelor of Science - Business Administration
DeVry University
Chicago, IL06-2024
MBA - Health Science
Indiana University Northwest
04-2027
Skills
- - Customer Relationship Management (CRM) - Zendesk, Salesforce, Hilton Systems
- - Conflict Resolution, De-escalation & Empathy
- - Remote Communication Tools (Zoom, Teams, Slack)
- - High-Volume Call Handling & Ticket Resolution
- - Process Improvement & Training
- - Typing Speed: 55 WPM
- - Leadership, Team Supervision, Time Management
Timeline
Administrative Assistant
Gary Community School Corporation, McCullough Academy
01.2026 - Current
Auditor Insurance Supervisor
Information Providers
10.2023 - 06.2025
Night Audit Manager
Hilton Home 2 Suites
12.2021 - 10.2023
Dean's Assistant of Students
Thornton Fractional South
02.2021 - 10.2023
Supervisor of Operations
Amazon
12.2019 - 01.2021
Front Desk Supervisor
Embassy Suite Hotel
07.2017 - 12.2019
Bachelor of Science - Business Administration
DeVry University
MBA - Health Science
Indiana University Northwest