Melissa Davis
Akron,United States
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 10+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist 1
Proctor Loan Protector
08.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained and managed customer files and databases.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided primary customer support to internal and external customers.
Technical support analyst
Oracle Corporation
07.2011 - 03.2021
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Reduced response time for Tier support tickets.
Education
High School Diploma -
Fruitport High SchoolMuskegon
05-1998
Skills
- Quality assurance
- Customer and personnel training
- Quality Assurance Evaluation
- Project Management
- Global Security Processes
- Personnel Management
- Regulatory Compliance
- Quality Control
- Team Development
- Revenue Growth
- Customer Service
- Partnership Development
- Business Development
Timeline
Customer Support Specialist 1
Proctor Loan Protector
08.2023 - Current
Technical support analyst
Oracle Corporation
07.2011 - 03.2021
High School Diploma -
Fruitport High SchoolMuskegon
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