Traci Davis
Phoenix,AZ
Summary
Professional customer service representative with experience in call center environments. Adept at handling high volumes of calls, resolving issues efficiently, and ensuring customer satisfaction. Strong focus on team collaboration and delivering consistent results. Skilled in communication, problem-solving, and adapting to changing needs. Reliable and capable of building positive rapport with customers and colleagues.
Overview
19
19
years of professional experience
Work History
Lead Customer Service/Sales call center
Collins Comfort Master & All About Water
08.2021 - Current
- Taking incoming calls and scheduling appointments for HVAC/Plumbing and Water system using Dial pad
- Making outbound calls to customers regarding maintenance plans, appointments and promotional offers also cross selling other services
- Assigning techs with jobs also creating work orders using Service Titan
- Provide accurate valid and complete information by using the right methods/tools
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Also using Service Titan, Teams and Outlook
- Documented and detailed calls and complaints using call center's CRM database.
- Detailed payment options and explained price, receipt and billing details to customers.
Customer Service rep call center
Konica Minolta
02.2019 - 08.2021
- Taking incoming calls from customers ordering toners and supplies for copiers/printers
- Opening work tickets for the technicians in the field
- Creating service tickets for repair of copiers/printers
- Maintaining stats and overall goals for position
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative call center
DTV/ATT
05.2014 - 08.2018
- Assisting ATT technicians with support in the field
- Calling customers to set appointments also locate address for are technicians
- Resolve customer complaints via phone, email, mail or social media
- Meet personal/team sales targets and call handling quotas
- Also assisting techs with support of activating equipment for installation
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service/Data Entry call center
AppleOne Staffing
09.2013 - 04.2014
- Various Customer Service/Data Entry Rep positions
- Taking incoming calls also assisting customer with customer service support
- Managing incoming calls and customer service inquiries
- Identifying and assessing customers' needs to achieve satisfaction
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Documented and detailed calls and complaints using call center's CRM database.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Detailed payment options and explained price, receipt and billing details to customers.
Customer Service Rep/Call Center
American Traffic Solutions
07.2013 - 09.2013
- Taking incoming calls regarding traffic charges and violations
- Inputting customer information using company software
- Processing mail for tickets to be sent out to various states
- Supporting customer service reps with clerical support
- Follow communication procedures, guidelines and policies
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Service Rep/Call Center
Public Partnerships
04.2013 - 07.2013
- Handling payroll issues for the state of VA state home healthcare
- Assisting clients with work hours, authorizations and time sheets
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Open and maintain customer accounts by recording account information
Customer Service Rep/Call Center
Consumer Cellular
01.2011 - 04.2013
- Processing payments, answering and billing customers for cell phones
- Training and mentoring new employees for customer service/ sales support duties
- Manage large amounts of incoming calls
- Working with AARP member discussing discounts
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Credit Customer Service Rep./Call Center
Macy's Credit Department
09.2010 - 01.2011
- Using ICM software to access customer accounts
- Answering up to 9-10 cph, regarding customers credit cards balances
- Answering customer inquires regarding credit increases
- Processing credit card payments also discussing finance charges
- Place or cancel orders
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Administrative Assistant/Accounting Assistant
Sunpark Electronics
11.2005 - 03.2008
- Data entry using Quick books daily, entering customers fixture orders
- Invoicing customers for payments for light fixtures and bulbs
- Handling purchase/sales orders for shipping state wide
- Answering incoming calls and maintained inventory for staff
- Trained new/current employees with job skills for position
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Skills
- Effective Communication
- Effective Stress Management
- Analytical Decision Making
- Effective Time Management
- Intrinsic Drive
- Effective Problem Solving
- Team Leadership
- Quick Adjustment to Change
- Software Competence
- Focused Listening
- Logical Reasoning Skills
- Experienced with Microsoft Word
- Strong Oral Communication Skills
- Customer Complaint Resolution
- Billing and Collections Oversight
- Troubleshooting Expertise
- Effective Relationship Building
- Customer Service Experience
Accomplishments
- Achieved the most outbound calls by completing [Task] with accuracy and efficiency.
Awards
High Achiever Plaque, 2023-2024-2025, Collins Comfort Master
Won High Achiever award 2023-2024-2025
I made over 20,000 outbound calls and booked 3,000 calls. Also cross sold the most services as well as sold the most memberships.
Timeline
Lead Customer Service/Sales call center
Collins Comfort Master & All About Water
08.2021 - Current
Customer Service rep call center
Konica Minolta
02.2019 - 08.2021
Customer Service Representative call center
DTV/ATT
05.2014 - 08.2018
Customer Service/Data Entry call center
AppleOne Staffing
09.2013 - 04.2014
Customer Service Rep/Call Center
American Traffic Solutions
07.2013 - 09.2013
Customer Service Rep/Call Center
Public Partnerships
04.2013 - 07.2013
Customer Service Rep/Call Center
Consumer Cellular
01.2011 - 04.2013
Credit Customer Service Rep./Call Center
Macy's Credit Department
09.2010 - 01.2011
Administrative Assistant/Accounting Assistant
Sunpark Electronics
11.2005 - 03.2008
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