Overview
Work History
Timeline
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SHAKIA N. DAVIS

Smyrna,TN

Overview

13
13
years of professional experience

Work History

Unit Manager

CAPITAL ONE
Plano, TX
11.2021 - 10.2024
  • Managed financial service refinance frontline agents, coaches, and senior agents
  • Analyzed performance metrics reports in accordance with KPIs
  • Kept all agents aligned with quarterly CBT's compliance
  • Recommended staff promotion, advancement, corrective action, and termination
  • Monitored and strategically planned appropriate staffing and overtime for all levels
  • Collaborated with other lines of business for cadence of development projects
  • Served as project manager
  • Strategically planned collaborations, including mid- and end-of-year collaborations
  • Oversaw PFR, KPIs, SLA and CSAT
  • Approved and updated policies and procedures
  • Handled report analysis, credit policy exceptions, development action plans, and corrective actions
  • Conducted agent onboarding, offboarding, evaluations, and recognitions
  • Led strategy meetings and team huddles
  • Drove company engagement in new rollouts

Operation Manager

BANKCARD ANALYTICS
Richardson, TX
04.2015 - 07.2020
  • Managed team of managers in customer care and tech support
  • Managed daily operations and account reps
  • CEO liaison for all programming projects and account management through the full company start up process
  • Identified and strategically resolved day to day issues
  • Analyzed monthly financial reports and strategically set metrics to meet company goals
  • Daily communication with internal, external customers; outsourced help desk
  • Implemented updated policy and procedures
  • On call after hours support
  • Conducted lease verification, analyzed residual reporting with Spiff and bonus structure planning
  • Coached and developed with set goals; project manager - oversaw research and developing
  • Managed equipment billing, file build, programming, deployment, installation, inventory, and recovery
  • Managed email correspondence

Technical Support Supervisor

ANOVIA PAYMENTS
Irving, TX
11.2013 - 04.2015
  • Handled ordering of equipment, programing, file building, inbound and outbound support calls
  • Led prompt response to customer support through email, documenting of all emails and calls, monitoring of calls, account tickets, troubleshooting and V-number build
  • Managed programming of all credit card terminals: Optimum 4200 series, T7 (all models), Ingenico, VeriFone, Nurit, Lodging programming Mobile Card Readers and Wireless Terminals (Way, Dejavoo) and VAR set-up, Ecommerce, POS etc
  • Successfully supervised a team of 7 technical representatives
  • Delivered excellent call handling
  • Received company award for #1 installer of credit card terminals

Senior Technical Support Supervisor

FUTURE PAYMENT TECHNOLOGIES
Dallas, TX
07.2011 - 11.2013
  • Served as Customer Service, New Hire and Technical Support Supervisor for a team of 5 technical support and 15 customer service representatives
  • Ensured all calls were answered in a timely manner; provided QA monitoring, coaching, client service, and technical training
  • Handled escalation calls and worked all technical and customer service requests through a ticketing system
  • Scheduled the team, provided on-call tech support after hours Mon-Fri, and managed accounts
  • Trained new hires in customer service and technical support
  • Managed file build and programming of all equipment
  • Assisted with settlement returns/rejects, miscellaneous rejects, chargebacks, and data integrity compliance audits

Timeline

Unit Manager

CAPITAL ONE
11.2021 - 10.2024

Operation Manager

BANKCARD ANALYTICS
04.2015 - 07.2020

Technical Support Supervisor

ANOVIA PAYMENTS
11.2013 - 04.2015

Senior Technical Support Supervisor

FUTURE PAYMENT TECHNOLOGIES
07.2011 - 11.2013

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SHAKIA N. DAVIS