Askia Davis-|- | 535 Dean St Apt 701, Brooklyn, NY 11217
Motivated and results-oriented professional with a strong background in service operations, customer service management, and
sales. Skilled in leading teams, enhancing operational efficiency, and delivering exceptional customer experiences.
EXPERIENCE
Carson Living
Service Operations Manager
May 2023 - Present
• Oversee a growing team of 20+ remote service representatives, providing efficient 24/7 remote doorman service for
multifamily buildings and gated communities.
• Collaborate with a BPO firm to recruit and train new customer service representatives, ensuring alignment with operational
standards.
• Lead the development and maintenance of training modules to enhance staff knowledge on standard procedures and
performance indicators.
• Monitor call productivity and assign tasks for technical resolution, utilizing HubSpot for issue tracking.
• Conduct interviews, onboarding, and training for new hires; manage payroll data to ensure timely processing.
Underdog Strategies
Service Operations Manager
May 2021 - May 2023
• Collaborated with team leads to enhance canvassing strategies across NYC, targeting political and student recruitment efforts.
• Directed canvassing initiatives for various political candidates throughout the tri-state area, successfully organizing field
operations.
• Assisted charter schools with community outreach by handling inbound/outbound communications regarding open
enrollment.
• Managed the payroll process and maintained accurate records of team performance and outcomes during shifts.
• Spearheaded recruitment efforts by conducting interviews and overseeing the onboarding process for new employees.
Discovery+
Remote Customer Service Team Lead (Seasonal)
February 2021 - June 2021
• Led a customer support team of 24, ensuring compliance with SLAs while adapting to dynamic service demands.
• Managed high-profile client accounts, addressing escalated issues related to fraud, service dissatisfaction, and retention
strategies.
• Provided technical assistance for streaming services and account management inquiries, enhancing customer satisfaction.
Uncommon Goods
Remote Customer Service Team Lead (Seasonal)
September 2020 - June 2021
• Oversaw a team of 30 customer service representatives, ensuring adherence to SLAs and delivering high-quality support.
• Handled complex client issues involving fraud prevention and service recovery, ensuring swift resolutions.
• Conducted daily briefings and weekly training sessions to heighten staff awareness of operating procedures and product
details.
Lawfordable LLC
Relationship Manager
January 2020 - March 2020
• Cultivated and managed relationships with unions and guilds, including the Independent Driver's Guild (IDG).
• Delivered legal insurance services and managed high-profile client accounts effectively.
• Created promotional content and managed social media presence to elevate company visibility and engagement.
National Income Life
Life Insurance Benefits Representative
July 2019 - December 2019
• Educated union members on life insurance benefits, effectively communicating policy details.
• Achieved notable sales performance, producing over $10K in October 2019 and maintaining high closing rates.
• Recruited and trained new agents, leading ongoing online training programs to enhance team skills.
Footlocker
Nike Pro Lead
November 2017 - July 2019
• Provided exceptional customer service and product knowledge as the Nike Manager at a high-traffic retail location.
• Led and developed a team of Nike Athletes and Footlocker employees, driving product sales and customer satisfaction.
• Drove significant sales growth, leading the store to achieve #1 ranking in the Tri-State region through strategic events and
promotions.
EDUCATION
Excelsior College
Liberal Arts
Kingsborough Community College
Early Childhood Education
Benjamin Banneker High School
Advanced Regents Diploma
Present
June 2013 - June 2015
September 2006 - June 2010
SKILLS
• Certifications: New York State Licensed Life Insurance Agent, New York State Licensed Security Guard, Unarmed (OSHA
30 Completed)
• Other: Customer Service Management (Zendesk, Tymeshift, HubSpot), Contact Center Management (Slack, Agile Time),
Sales Expertise, Operations Management, Microsoft PowerPoint & Excel, Recruitment and Payroll Administration
