Summary
Overview
Work History
Education
Skills
Timeline
Generic

Serling Davis

Cedar Park

Summary

Customer service professional with proven track record in delivering high-quality interactions and resolving client concerns efficiently. Known for collaborative team efforts and adaptability in dynamic environments. Expertise in problem-solving and active listening fosters reliable support and customer satisfaction.

Overview

9
9
years of professional experience

Work History

Customer Experience Representative III

AbbVie
05.2022 - Current
  • Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
  • Elevated overall customer satisfaction ratings with a focus on providing prompt assistance and empathetic support during interactions.
  • Conducted regular training sessions for team members on best practices in customer service, enhancing overall team performance.
  • Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
  • Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport building.
  • Collaborated with cross-functional teams to ensure seamless customer experience throughout all touchpoints.
  • Initiated process improvements to reduce average call handling time while maintaining high-quality service standards.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Responded proactively and positively to rapid change.
  • Implemented and developed customer service training processes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Cross-trained and provided backup support for organizational leadership.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained new personnel regarding company operations, policies and services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Auto Technician

Precision Auto Care, Inc
09.2021 - 05.2022
  • Replaced damaged, missing, or defective parts with new and refurbished components.
  • Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
  • Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
  • Tested vehicle components and systems to identify issues.
  • Increased customer satisfaction by providing timely and accurate estimates for repair costs.
  • Changed, rotated, and balanced tires on different types of vehicles.
  • Provided outstanding customer service through clear communication of repair recommendations, estimated costs, and anticipated timelines for completion.
  • Ensured safety compliance by performing routine inspections on all vehicles in the shop.
  • Established trust with clients through transparency about repair needs, costs, and potential future maintenance requirements.
  • Performed safety and emissions inspections.

General Manager

Jiffy Lube
08.2017 - 09.2021
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reported issues to higher management with great detail.

Lead Teller

Wells Fargo
12.2015 - 06.2017
  • Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
  • Assisted in training new tellers to ensure a consistent level of excellent service across the team.
  • Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
  • Mentored junior tellers, fostering professional growth and improved performance within the team.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
  • Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
  • Enhanced customer satisfaction by efficiently managing transactions and addressing inquiries.
  • Enforced compliance with bank regulations and policies to reduce financial risks.
  • Served as an essential resource for colleagues seeking guidance on policy interpretations or procedural clarifications.
  • Mentored and trained new tellers on bank procedures and customer service standards.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Collaborated with other departments to resolve complex issues, enhancing the overall banking experience for clients.
  • Monitored and verified suspicious activity on customer accounts.
  • Referred customers to other banking departments for specialized services.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Received loan and utility payments, sending funds to correct destinations.
  • Executed wire transfers, stop payments and account transfers.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Handled various accounting transactions.
  • Trained new hires on customer service policies and procedures.
  • Maintained friendly and professional customer interactions.
  • Conducted regular inventory of supplies and cash, ensuring availability and accuracy at all times.
  • Cultivated strong relationships with regular customers, personalizing their banking experience.
  • Assisted in achieving audit compliance, rigorously following internal policies and external regulations.
  • Led by example, demonstrating exemplary customer service and technical skills to team.
  • Fostered customer-centric environment, training team members in superior service standards.
  • Maintained high levels of accuracy and consistency in transaction processing, reinforcing trust and reliability.

Education

High School Diploma -

Akins High School
Austin, TX

Skills

  • Call center experience
  • Complaint handling
  • Complaint resolution
  • Customer education
  • Returns processing
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Excellent communication
  • Customer service excellence

Timeline

Customer Experience Representative III

AbbVie
05.2022 - Current

Auto Technician

Precision Auto Care, Inc
09.2021 - 05.2022

General Manager

Jiffy Lube
08.2017 - 09.2021

Lead Teller

Wells Fargo
12.2015 - 06.2017

High School Diploma -

Akins High School

Similar Profiles

CREATE PROFILE