Quoneria Davis
Bonaire,GA
Summary
A highly skilled encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Renaissance Life & Health Insurance Co.
08.2022 - Current
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect payments, or arrange for billing.
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Develope strong product knowledge to provide informed recommendations based on individual customer needs.
- Develope rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Streamline call center processes for improved efficiency and reduced wait times.
- Improve communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
CSR Manager
BCforward
03.2022 - 08.2022
- Supervised the daily operations of the customer service department
- Created a reliable customer loyalty program
- Set customer service goals for team members and helping them reach those goals
- Interacted with customers and handling customer queries and complaints in a timely manner
- Maintained relationships with profitable customers
- Made weekly and monthly reports and surveys
- Stayed current on the latest industry trends and techniques.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed to higher employee retention rates through effective motivation and recognition strategies.
- Spearheaded quality assurance initiatives, leading to consistent delivery of excellent customer service standards.
- Increased team efficiency by providing ongoing coaching, feedback, and support to CSR representatives.
- Managed high-volume call center operations, ensuring timely responses to customer inquiries.
- Collaborated with other department supervisors to identify opportunities for process improvements across the organization.
- Coached employees through day-to-day work and complex problems.
Customer Service Retention Manager
InfoCision-Tallahassee, FL
03.2020 - 03.2022
- Answered incoming customer calls regarding billing issues, product problems, service questions and general client concerns
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
- Updated customer information in the customer service database during and after each call
- Sent invoices and account updates to clients
- Kept an accurate record of client accounts and outstanding balances
- Validated debit accounts to ensure the credibility of payments
- Issued receipts for received payments
- Negotiated with customers to renew contracts and retain business
- Responded to customer queries and address service complaints in a timely manner
- Participated in interdepartmental discussions and planning to evaluate procedures and processes and achieve company goals
- Assisted in the development and implementation of magazine subscription renewals & billing campaigns including direct mail retention & billing campaign
- Worked with and instructed external vendors in implementation of marketing activities and campaigns
- Provided group or individual job retention, maintenance support and counseling
- Assisted clients with issues pertaining to work related benefits and transitional benefits
- Researched and verified 30-day to 90-day and 180 day retention via fax, site visits, mail
- Coordinated with job developers to develop and maintain job retention information with employers on working participants
- Offered crisis management and referrals to support services or educational programs
- Worked with cross-functional teams to ensure successful and timely campaign launches.
- Enhanced overall customer experience by closely monitoring satisfaction metrics and initiating proactive measures to address concerns.
- Developed and executed targeted marketing campaigns to re-engage lapsed customers, resulting in increased revenue generation.
- Regularly reviewed and updated retention policies to ensure alignment with company objectives and evolving market conditions.
- Led training sessions for staff on best practices in customer service, contributing significantly to an improved company-wide focus on client satisfaction.
- Improved customer retention by developing and implementing targeted strategies for various client segments.
- Motivated employees through special events, incentive programs, and constructive feedback.
Assistant Manager
Krispy Krunchy Chicken-Tallahassee, FL
02.2020 - 11.2020
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Mentored team members to enhance professional development and accountability in workplace.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Assistant Manager
Circle K-Tallahassee, FL
01.2015 - 03.2020
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Mentored team members to enhance professional development and accountability in workplace.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
Education
High School Diploma -
Adult Community And Education
Tallahassee, FL07.2010
Associate in Health Sciences -
Ultimate Medical Academy-Tampa
Online03.2019
Skills
- Customer Service
- Food Service
- Assistant Manager Experience
- Telemarketing
- Medical terminology
- Microsoft Office
- ICD-9
- CPT coding
- Human resources
- Benefits administration
- Salesforce
- Google Docs
- ICD-10
- Medical Billing
- Medical Coding
- Windows
- Upselling
- Patient monitoring
- Accounts payable
- Analytics
- Accounts Receivable
- Account Reconciliation
- Insurance Verification
- Help desk
- CRM software
- Account management
- Customer relationship management
- Cold calling
- Live chat
- Teaching
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Complaint Handling
- Computer Proficiency
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
- Scheduling
- Call Management
- Team Development
- Staff Training
Certification
Certified Medical Administrative Assistant
Timeline
Customer Service Representative
Renaissance Life & Health Insurance Co.
08.2022 - Current
CSR Manager
BCforward
03.2022 - 08.2022
Customer Service Retention Manager
InfoCision-Tallahassee, FL
03.2020 - 03.2022
Assistant Manager
Krispy Krunchy Chicken-Tallahassee, FL
02.2020 - 11.2020
Assistant Manager
Circle K-Tallahassee, FL
01.2015 - 03.2020
High School Diploma -
Adult Community And Education
Associate in Health Sciences -
Ultimate Medical Academy-Tampa
Certified Medical Administrative Assistant
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