Tolliccia Davis
Cedar Hill,TX
Summary
Seasoned Specialist offer 30 years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.
Overview
28
28
years of professional experience
Work History
Sr, Specialist Executive Response
Sprint/T-Mobile
Irving, TX
04.2017 - 08.2023
- Handle Office of the President unresolved issues from Customer Care, Retail Stores and Business account with dynamic resolutions through extensive research and critical thinking with short turn around times
- Resolved critical e-mails from Senior Leadership, Facebook and Twitter escalations sent to the CEO
- Resolved concerns that were presented via government agencies including the Better Business Bureau, Business Consumer Alliance, State and Local Governments, Public Utility and Regulation Commissions, Attorney General and Federal Communication Communions,
- Served as Legal Liaison to resolve Small Claims and Arbitration cases with up to $50,000 with written correspondence that protected the brand and reduced unnecessary costs to the business
- Supported leaders in Retail, Supply Chain, Cash Applications, Fraud Management, Corporate Investigations, Media Relations, and Legal Affairs to ensure customer resolution and brand protection.
- Analyzed complex problems and identified effective solutions.
- Supported technical teams by stepping in to assist with assignments and delivering customer feedback.
Human Resources Coordinator
Feizy Rugs
Dallas, TX
12.2015 - 11.2016
- Oversaw and managed hiring process and assisted human resources.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
- Developed and coordinated employee training programs to improve productivity and performance.
- Administered employee benefits programs and assisted with open enrollment.
Executive Service Social Media Analyst
SPRINT
Fort Worth, TX
10.2004 - 04.2014
- Serve as highest point of contact for escalated social media complaints to CEO, Public Utility
- Commission, Federal Trade Commission and Better Business Bureau
- Leverage strong mediation and negotiation skills and knowledge of telecommunications regulation to resolve complex customer issues while providing superior customer service and maintaining high customer retention levels.
Senior Analyst
VERIZON COMMUNICATIONS
Coppell, TX
08.2001 - 11.2003
Employee Services Specialist
Verizon
Irving, TX
12.1995 - 08.2001
- Primarily responsible for assisting company's xx thousand employees with employee benefits and compensation issues
- Serve as liaison between senior management and employees
- Managed salary adjustments and personnel changes, including new hires, transfers, promotions and terminations.
- Provided customer service to clients by answering inquiries, resolving problems and providing product information.
- Identified customer needs and provided appropriate solutions to meet their requirements.
Education
Master of Arts - Organizational Management
Dallas Baptist University
Bachelor of Science - Criminal Justice
Southern Illinois University
Skills
- Microsoft office (10 years)
- Human Resources (10 years)
- Recruiting (1 year)
- Customer service (10 years)
- Communication skill'
- Customer Relations
- Root Cause Analysis
- Documentation Management
- Adaptability
- Time Management
- Social Media Management
Timeline
Sr, Specialist Executive Response
Sprint/T-Mobile
04.2017 - 08.2023
Human Resources Coordinator
Feizy Rugs
12.2015 - 11.2016
Executive Service Social Media Analyst
SPRINT
10.2004 - 04.2014
Senior Analyst
VERIZON COMMUNICATIONS
08.2001 - 11.2003
Employee Services Specialist
Verizon
12.1995 - 08.2001
Master of Arts - Organizational Management
Dallas Baptist University
Bachelor of Science - Criminal Justice
Southern Illinois University
Accomplishments
- 705 6051
- Assessed highly escalated customer issues from Customer Care, Retail and Business account concerns to present dynamic resolutions through extensive research and critical thinking with short turn around times on critical e-mails from SST's, Facebook and Twitter escalations
- Resolved concerns that were presented via government agencies including the Better Business
- Bureau, Business Consumer Alliance, State and Local Governments, Public Utility and Regulation
- Commissions, Attorney General and Federal Communication Communions, Small Claims and
- Arbitration cases with claims up to $50,000 and provided written correspondence that protected the brand and reduced unnecessary costs to the business
- Works closely with leaders in Retail, Supply Chain, Cash Applications, Fraud Management, Corporate
- Investigations, Media Relations, and Legal Affairs to ensure customer resolution and brand protection.
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