Marja Davis
Fresno,CA
Overview
19
19
years of professional experience
Work History
Customer Support Specialist & Dispatcher
Vanguard Securities
Fresno, ca
04.2015 - 01.2022
- Dispatched guards to assigned posts
- Answered an average of 60+ incoming calls daily, resolving customer inquiries and complaints with 98% satisfaction rate
- Relayed client concerns and incident information to management
- Supported office operations by Managing, filing, scanning documents, emailing correspondence
- Utilized GPS & NFC Tracking and GuardPro software
- Organized digital files and team resources via Google Drive
- Monitored and analyzed attendance patterns streamlining the scheduling process, resulting in 15% fewer missed shifts
- Consistently achieved 85% or higher FCR rate with 100% validity
Customer Support/Tech Support
Alorica
Fresno, ca
09.2008 - 10.2011
- Answered an avg. of 80-150 inbound calls per day
- Consistently met or exceeded performance metrics including call handling time and customer satisfaction scores
- Achieved Rep of the Month 5 times over 3 years for maintaining satisfaction scores of over 95%
- Diagnosed hardware failures and connectivity issues, walking users thru step by step solutions
- Utilized Salesforce for customer relationship management and ticketing
- Effectively resolved User escalation during the major service migration from Analog to Digital, turning confused, agitated customers into satisfied customers
- Proficient in MS Office Suite, troubleshooting software and connectivity issues
Customer Support/Interviewer
AIS Market Research
Fresno, ca
04.2003 - 10.2008
- Performed structured interviews and field observations for market research studies
- Facilitated focus groups and documented participant feedback
- Maintained accurate records and detailed notes for research analysis
- Collaborated with a team to develop research objectives and tailor interview questions accordingly
- Led and Coached a high performing team of 6 interviewers, resulting in a 30% increase in successful customer interactions and reliable data
- Utilized Salesforce and Zendesk CRM Systems for effective Customer Service Relationship Management ensuring timely follow ups and documentation
Timeline
Customer Support Specialist & Dispatcher
Vanguard Securities
04.2015 - 01.2022
Customer Support/Tech Support
Alorica
09.2008 - 10.2011
Customer Support/Interviewer
AIS Market Research
04.2003 - 10.2008