Malesha Davis
Dover,DE
Summary
Proven track record in enhancing customer loyalty and resolving conflicts with empathy at Discover, showcasing exceptional customer service and problem-solving abilities. Skilled in navigating high-stress situations and delivering results through critical thinking and active listening. Demonstrated leadership in coordinating safe, efficient operations in the US Navy, underlining robust critical thinking and communication skills.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
M&T Bank
02.2023 - 02.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Discover
08.2021 - 11.2022
- Managed over 20 incoming calls per day per customer high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Courier
FedEx
04.2017 - 07.2021
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Adhered to all traffic laws while operating company vehicles for safe transportation of goods.
Botswain's Mate
United States Navy, USN
03.2011 - 03.2016
- Trained deck division personnel in upkeep of ship's external structure, marlinspike, painting, rigging and deck equipment.
- Performed Search and Rescue (SAR) operations and responded to both military and civilian ships needing assistance.
- Oversaw cargo handling and inspected anchoring, mooring, fueling, towing, and transferring of personnel and cargo.
- Handled landing signalman responsibilities on air-capable ships and as coxswain on RHIB (rigid-hulled inflatable boast).
- Directed ship navigation and route preparation.
Education
Associate of Science -
South College
Knoxville, TNHigh School Diploma -
Smyrna High School
Smyrna06.2010
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
Timeline
Customer Service Representative
M&T Bank
02.2023 - 02.2024
Customer Service Representative
Discover
08.2021 - 11.2022
Courier
FedEx
04.2017 - 07.2021
Botswain's Mate
United States Navy, USN
03.2011 - 03.2016
Associate of Science -
South College
High School Diploma -
Smyrna High School