Randell L. Davis
Kissimmee
Summary
Dedicated in people management and customer service for a combined 30 years. Consistently achieved high level of employee and customer satisfaction results. Dedicated in world class quality performance.
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
28
28
years of professional experience
Work History
Supervisor
CVS Health Orlando
07.2019 - Current
- The daily supervision of up 150 CVS Pharmacy call center employees that work in the office and remotely. Development of Team leaders’ (interim supervisors) for succession planning. The daily management of service level performance for multiple Pharmacy lines of businesses. Daily supervision for employee attendance and promote employee retention and engagement. Hiring and recruitment of staff. Promote top talent to new roles and positions. Provide strategies on improving call quality and training and recruitment of staff for onboarding and staffing requirements. Maintain a high level of employee satisfaction. Respond to escalated customer inquiries and provide a timely resolution. Facilitate and train employees on Pharmacy policy and procedures. Perform daily and quarterly employee performance appraisals.
Supervisor
JPMorgan & Chase
07.1998 - 07.2019
- In a call center environment daily supervision of up 200 Financial Service Advisors for Chase card services division. Training and development of credit card policies and procedures, Meet and facilitate meetings with Chase credit card partners SWA, Disney, and United Airlines. Manage Chase brand credit cards, Sapphire, Slate and Freedom. Coached and train employees to performance standards and meet performance demands for all lines of businesses. Manage Service level reporting to accommodate demands of the business. Develop top talent and retain and motivate employees, limit risk to the business and the bank by conducting daily performance appraisals. Service escalated customer inquiries and provide timely resolutions. Listen and monitor calls for call center compliance and procedures. Daily supervision of employee attendance conduct and development.
- Delegated as the call center site point of contact for Strive for five Call calibrations.
- Received high performance awards for attendance, Call center metrics AHT and policy and procedure.
- Received High customer satisfaction scores
- High performer in employee satisfaction.
Education
Diploma -
Pine Ridge High
GPA 3.6 - Business Admin
Florida Institute of Technology
01-2017
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Complex Problem-solving
- Decision-making
- Employee motivation
- Attention to detail
- Staff development
- Strategic planning
- Analytical thinking
- Team building
- Project management
- Policy enforcement
- Data analytics
- Business administration
Timeline
Supervisor
CVS Health Orlando
07.2019 - Current
Supervisor
JPMorgan & Chase
07.1998 - 07.2019
GPA 3.6 - Business Admin
Florida Institute of Technology
Diploma -
Pine Ridge High