Montrelle Davis
Akron,OH
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Senior Customer Services Associate
FirstEnergy
09.2012 - Current
- Hired into FirstEnergy in September of 2012 as a Customer Service Assistant, exceeding all statistical expectations, promoted to Advanced Customer Service Associate on January 17, 2021
- Skillset proficiencies in PA Billing, Credit OH, MD, WV, NJ
- MIP/MOP, CTT and Emergency 911, New Service and General Service
- I successfully completed a rotational assignment as an Acting, Coordinator Customer Care from July 2021-March 2022. During that time, I achieved a substantial amount of knowledge from the management perspective
- Currently, I am a Lead START Coach working with new hires to develop contractors with the transition from the training environment to managing calls.
Customer Service Representative
Everstaff
11.2011 - 09.2012
- Contracting agent with FirstEnergy as a Customer Service Representative, trained in Move In/Move Out, 911 Emergency calls and CTT Trouble calls
- Worked on Special Implausible Project for accounting department to correct Implausible meter readings.
Education
Pursuant of Degree in Business Management -
Ashford University
Akron, OH01.2016
Skills
- Microsoft Office
- PowerPoint
- Word
- Access
- SAP and CRM
- Articulate and persuasive communicator with well-developed presentation and negotiation skills
- Strong problem solving, decision making and time management skills
- Managing multiple tasks and priorities for the most efficient time management
- Customer educating and de-escalating customer concerns
- Proficient 10 key and data entry skills
- Coach new hires, address ways to improve AHT, Quality, independence, and de-escalation techniques
Timeline
Senior Customer Services Associate
FirstEnergy
09.2012 - Current
Customer Service Representative
Everstaff
11.2011 - 09.2012
Pursuant of Degree in Business Management -
Ashford University
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