Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Hi, I’m
Tiana Davis
Suffolk,VA
Summary
Overview
3
years of professional experience
Work History
Lower's Risk Group
Court Calls Specialist
11.2018 - 08.2019
Job overview
- Performed criminal records search for active cases in the Virginia court system.
- Conduct in-person research using public record information for the assigned regions to determine if the subject has either a clear record or has criminal cases to provide to the client.
- Enter results into the internal WSS systems, either as clear (no information found) or the information found in the courts predominantly used index as specified per the client's instructions.
- Perform additional administrative research duties as assigned.
- Examined legal documents submitted to courts for adherence to laws and court procedures.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Ability to maintain a 24 to 48-hour turnaround time to provide records to client.
- Ability to maintain an error rate of 0.025% or lower per month.
Wholesale Screening Solutions
Verification Specialist
06.2018 - 11.2018
Job overview
- Verified client information by analyzing existing evidence on file.
- Verified past or present employment for candidates in the hiring process.
- Completed average 80 verifications daily under AHT of 3 minutes.
- Completed verification within one week SLA per candidate.
- Recorded calls in Avaya and Service Desk for future playback by Quality Assurance.
Verizon Enterprise
Fiber Customer Support Analyst
08.2013 - 01.2014
Job overview
- Received inbound calls in support of FiOS Data, FiOS FDV/FTTP and FiOS Video for Verizon external customer base to enhance customer experience.
- Schedule DRC commitment for external customer base.
- Remote support of all Verizon FiOS in home equipment to include ONT, BHR, STB and VMS.
- Liaised between customer and additional FSC work centers to resolve complex technical cases in a timely manner.
- Direct intricate technical cases to pertinent FSC research departments for expedited resolution.
- Maintain 15 minute AHT for first time ticket resolution to increase customer retention.
Sentara Health Care
Technical Support Analyst
01.2010 - 01.2011
Job overview
- Maintained an 8 minute AHT with an emphasis on first call resolution SLA.
- Call center help desk supported>15000 users.
- Assisted customers in accessing and in properly using Epic medical records DB.
- Managed Epic medical records DB printers.
- Received inbound end user calls and field personnel in troubleshooting Cerner, HBOC, OnBase, Picis, and WaveNET application and Active Directory access issues.
- Supported end users enterprise Email migration from Groupwise to MS Exchange.
- Managed all software updates through Prism Deployment software and Remote Desktop.
- Configured hardware, devices and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
Education
Denbigh High SchoolNewport News, VA
High School Diploma
06.1993
University Overview
EDUCATIONEDUCATIONEDUCATIONEDUCATION
Microsoft Office Suite
Apple ios
University Overview
SKILLSADDITIONAL SKILLSADDITIONAL SKILLS
University Overview
High School Diploma
University Overview
Skills
- Call Center Support
- Customer Support
- High-Volume Environments
- Knowledge Base access
- Documenting Calls
- Avaya
- Corrective Actions
- Online Chat
- Feedback Gathering
- Issue and Complaint Resolution
- Customer Relations Specialist
- Answering Calls
- Scripted Calls
- Inbound Calls
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don’t believe everything you think.
Timeline
Court Calls Specialist
Lower's Risk Group
11.2018 - 08.2019
Verification Specialist
Wholesale Screening Solutions
06.2018 - 11.2018
Fiber Customer Support Analyst
Verizon Enterprise
08.2013 - 01.2014
Technical Support Analyst
Sentara Health Care
01.2010 - 01.2011
Denbigh High School
High School Diploma
EDUCATIONEDUCATIONEDUCATIONEDUCATION
Microsoft Office Suite
Apple ios
SKILLSADDITIONAL SKILLSADDITIONAL SKILLS
High School Diploma