Toni Davis
Customer Service Specialist
Newark,DE
Summary
Dedicated and empathetic Customer Support Specialist with 15 years of experience providing exceptional service in fast-paced environments. Skilled in addressing customer inquiries, resolving complaints, and ensuring customer satisfaction. Proficient in utilizing CRM software and other support tools to streamline processes and enhance the customer experience. Strong communicator with a proven ability to build rapport with customers and colleagues. Committed to delivering timely and effective solutions while maintaining a positive attitude. Passionate about helping customers and contributing to the success of the team.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Independent Contractor Agent (ICA)
Self Employed
Remote
11.2023 - Current
- Managed multiple projects simultaneously while meeting deadlines and maintaining high level of quality.
- Managed approximately 75 incoming call per day.
- Maintained customer satisfaction with professional management of complex escalated customer concerns.
- Answered inbound calls to handle various concerns, set appointments and close sales.
- Documented, researched and resolved customer service issues.
- Met personal, team and company goals in customer service environment.
Customer Service Advocate
United Health Care
Remote
01.2023 - 10.2023
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance.
- Managed customer calls up to 60 per day.
Delivery Driver
Uber Eats
Remote
10.2021 - 12.2022
- Adhered to delivery instructions to properly collect and deliver products
- Delivered exceptional customer service by expertly handling routine deliveries and any customer concerns
- Served customers by handling deliveries, pickups, and returns each day
- Used handheld device to scan orders, obtain route information and navigate
- Interacted with members of public politely and professionally.
Client Service Representative II
TTEC/Bank Of America (Contract)
Remote
10.2020 - 09.2021
- Process transactions accurately and efficiently to build client confidence and trust, based on established policies and procedures
- Maintained strict compliance with banking standards, regulations and laws
- Navigated banking software and troubleshot computer and account problems
- Properly file complaints on behalf of the member
- Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals.
Customer Service Representative
Sykes/Ally Financial (Contract)
Remote
06.2020 - 10.2020
- Use Salesforce and other CRM systems to keep records of customer interactions, customer accounts and file documents
- Recommend changes to policies and procedures to support providing a low effort experience for customers
- Assists with training and coaching of new team members
- Answered inbound calls to handle various concerns, set appointments and close sales.
Education
Certification - Fiori SAP
Leaders Training
Remote01.2024
Certification - Zen Desk Administration
Udemy
Remote12.2021
Skills
- Effective Communication
- Problem-Solving
- Active Listening
- Time Management
- Technical Proficiency
- Conflict Resolution
- Customer-Centric Mindset
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Independent Contractor Agent (ICA)
Self Employed
11.2023 - Current
Customer Service Advocate
United Health Care
01.2023 - 10.2023
Delivery Driver
Uber Eats
10.2021 - 12.2022
Client Service Representative II
TTEC/Bank Of America (Contract)
10.2020 - 09.2021
Customer Service Representative
Sykes/Ally Financial (Contract)
06.2020 - 10.2020
Certification - Fiori SAP
Leaders Training
Certification - Zen Desk Administration
Udemy