RHONDA DAVIS
COMCAST (REMOTE)
Dolton,IL
2
years of post-secondary education
19
Years of experience
Results-driven Customer Service Professional with 19 years of experience in high-volume environments. Specializes in Remote Operations and Call Center management, consistently achieving high Quality Assurance scores. Demonstrates expertise in Customer Retention and De-escalation across phone, email, and live chat channels.
Work History
CUSTOMER ACCOUNT EXECUTIVE
12 Years 3 Months- Delivered advanced De-escalation strategies to resolve billing disputes, maintaining a 90%+ Customer Retention rate and 92%+ Quality Assurance score.
- Leveraged knowledge of company services and industry competitors to prevent service downgrades and enhance customer retention.
- Processed a high-intensity workflow of 100+ interactions daily via Phone Support and digital channels, providing rapid resolution for technical troubleshooting.
- Streamlined CRM documentation and order processing workflows, enhancing issue resolution speed and ensuring accurate account records.
- Coordinated billing processes and ensured accurate account maintenance.
- Provided clear education on services and product features, improving customer understanding and satisfaction.
- Collaborated with teams to enhance customer experience initiatives.
- Assisted customers with technical support and troubleshooting issues.
- Delivered training sessions for new staff on customer service protocols.
- Maintained up-to-date knowledge of industry trends and company offerings.
- Developed strong relationships with clients through effective communication skills.
- Pursued sales goals with a competitive approach and an attitude of continuous improvement.
ADMINISTRATIVE ASSISTANT
6 Years 10 Months- Provided high-level office support and Office Software management including Payroll Administration and invoicing for commercial and residential clients.
- Processed monthly financial reports and maintained accurate Excel records to ensure accurate monitoring of expenses and technician professionalism.
- Managed scheduling for service appointments and staff availability.
- Scheduled service appointments for clients and staff for service appointments and staff availability.
- Maintained customer files to ensure accurate service history and maintained accurate records for service history.
- Processed monthly financial reports and maintained accurate records in Excel to monitor expenses and technician professionalism.
- Coordinated client communication with floor care technicians to facilitate service delivery and customer satisfaction.
- Implemented office procedures that streamlined workflow and enhanced communication across teams.
- Monitored inventory levels and ordered supplies to ensure adequate stock.
CUSTOMER SERVICE ASSOCIATE
5 Years- Aligned product recommendations with customer needs while managing high-volume order processing at POS terminals to enhance customer satisfaction.
- Resolved diverse customer complaints and warranty claims by adhering to store policy, fostering customer loyalty.
- Addressed diverse customer complaints and warranty claims by following strict store policy to ensure maximum satisfaction and loyalty.
- Assisted customers with product inquiries and problem resolution.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Monitored inventory levels and restocked shelves promptly.
- Coordinated training for new associates on customer service procedures and policies to ensure consistent service delivery.
- Trained new associates on customer service procedures and policies.
- Processed customer returns, exchanges, and refunds efficiently.
- Processed inventory logs and updated shelf tags using handheld scanners to ensure accurate pricing and product availability during peak hours.
- Collaborated with team members to maintain store cleanliness and organization.
- Performed additional duties as directed by management.
Education
Associate of Applied Science - Radiology Technology
Skills
Onboarding training
Sales management
Up-selling
Upselling
Customer support
Technical support
Customer training
Conflict resolution
Relationship management
Problem resolution
Communication
Decision-making
Needs analysis
Workflow management
Operational excellence
Quality control
Technical tools
Team collaboration
Onboarding training
Decision-making
Needs analysis
Work Preference
Work Type
Full TimePart Time
Location Preference
Remote
Minimum Desired Compensation
$39000/yr
Timeline
CUSTOMER ACCOUNT EXECUTIVE
COMCAST (REMOTE)
01.2013 - 04.2025Read More
South Suburban College
Associate of Applied Science from Radiology Technology
08.2008 - 03.2010Read More
ADMINISTRATIVE ASSISTANT
D&E FLOOR CARE
03.2006 - 01.2013Read More
CUSTOMER SERVICE ASSOCIATE
WAL-MART
03.2006 - 03.2011Read More