Vanessa Davis
El Paso
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
HGS - Hinduja Global Solutions
El Paso
06.2021 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Monitored balance sheets and income statements to evaluate financial performance.
- Examined financial statements and income statements to review company's financial performance.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
Workforce Real Time Analyst
HGS - Hinduja Global Solutions
El Paso
11.2019 - 06.2021
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Prepared flow charts and career path reports to summarize job analysis and evaluation and compensation analysis information.
- Developed new-hire training materials regarding all attendance and schedule matters.
Supervisor
Conduent
El Paso
06.2016 - 09.2019
- I managed about 15-20 representatives for Cox Communications, I would monitor calls as well there stays with creating a safe honest space for them to grow and develop and to make money
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Coordinated employee schedules according to shift changes and availability.
- Provided ongoing training to address staff needs.
- Reviewed completed work to verify consistency, quality and conformance.
- Established and enforced clear goals to keep employees working collaboratively.
Education
Associate of Arts - Criminal Justice
El Paso Community College
El Paso, TX05.2020
Skills
- Delivery Scheduling
- Customer Service
- Order Fulfillment
- Microsoft Office Expertise
- Scheduling
- Problem-Solving Abilities
- Microsoft PowerPoint
- Call Management
- Microsoft Office Suite
- Quality Assurance Controls
- Account Management
- Documentation
- Microsoft Outlook
- Critical Thinking
Timeline
Customer Service Representative
HGS - Hinduja Global Solutions
06.2021 - Current
Workforce Real Time Analyst
HGS - Hinduja Global Solutions
11.2019 - 06.2021
Supervisor
Conduent
06.2016 - 09.2019
Associate of Arts - Criminal Justice
El Paso Community College