Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Victoria Davis

Victoria Davis

Jacksonville,FL

Summary

Dynamic Owner/CEO, specializing in strategic project planning and customer service excellence. Proven track record of enhancing operational efficiency and driving business growth through effective management and consulting initiatives. Expertise in staff development and negotiation, with a strong focus on achieving impactful results and fostering organizational improvements. Experienced business leader with demonstrated strategic planning, problem-solving and team-building abilities. Successful at bringing in and training staff to handle customer and business needs. Motivational, diplomatic and respectful of people from different backgrounds.

Overview

29
29
years of professional experience

Work History

Owner/CEO

Catreese Consulting Agency LLC
Jacksonville, FL
01.2001 - Current
  • Conducted surveys of customer satisfaction to identify areas of improvement.
  • Provided strategic advice to senior management teams on how to maximize profits and streamline operations.
  • Assessed current systems for effectiveness in meeting organizational goals.
  • Facilitated workshops with stakeholders to discuss challenges faced by organizations.
  • Identified opportunities for business growth through new products or services.
  • Evaluated existing processes for efficiency gains utilizing Lean Six Sigma principles.
  • Drafted reports summarizing findings from analyses completed during consulting engagements.
  • Coached employees on best practices in order to improve their job performance.
  • Designed training programs tailored to specific client needs in order to help them reach their objectives.

Call Center Team Lead

AmeriHealth
Jacksonville, FL
08.2010 - 06.2018
  • Provided coaching and guidance to call center team members on customer service skills.
  • Developed and implemented processes for customer service operations.
  • Conducted regular performance reviews of team members.
  • Created training materials and facilitated new hire onboarding program.
  • Analyzed customer feedback surveys to identify areas of improvement.
  • Facilitated team meetings to discuss performance metrics and address any issues.
  • Assisted in the recruitment and training of new team members.
  • Collaborated with cross-functional teams to ensure customer satisfaction goals were met.

Call Center Supervisor

United HealthCare/Optum Technologies
Jacksonville, FL
04.2000 - 08.2010
  • Developed and implemented customer service policies and procedures.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Monitored calls for quality assurance purposes.
  • Conducted performance reviews of call center staff and documented results.
  • Analyzed customer feedback data to identify trends in customer service issues.
  • Implemented strategies to improve customer satisfaction levels.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Maintained accurate records of all customer interactions using the company's CRM system.
  • Ensured that agents complied with applicable laws regarding privacy protection.

Customer Service Representative

Aetna Health Care
Jacksonville, FL
09.1995 - 12.2000
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.

Education

Bachelor of Business Administration And Management - Business Administration And Management

University of Phoenix
Jacksonville, FL
08.2011

Skills

  • Management
  • Customer service
  • Problem Resolution
  • Project Management
  • Negotiation
  • Small business operations
  • Staff hiring
  • Contract negotiation expertise
  • Consulting
  • Verbal and written communication
  • Strategic project planning
  • Hiring and staffing
  • Complaint resolution
  • Scheduling
  • Researching

Languages

English

Timeline

Call Center Team Lead

AmeriHealth
08.2010 - 06.2018

Owner/CEO

Catreese Consulting Agency LLC
01.2001 - Current

Call Center Supervisor

United HealthCare/Optum Technologies
04.2000 - 08.2010

Customer Service Representative

Aetna Health Care
09.1995 - 12.2000

Bachelor of Business Administration And Management - Business Administration And Management

University of Phoenix

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Victoria Davis