Nicole Davis

1556 Williams Ave Baltimore MD 21221 NICOLE M. DAVIS -- CUSTOMER SERVICE PROFESSIONAL linkedin.com/in/nicolemonique2017 Twitter/Blog/Portfolio SUMMARY OF QUALIFICATIONS Dedicated customer service professional with 15+ years in call center operations. Proven ability to maximize production, maintain quality and increase overall profitability. Accustomed to complex, fast-paced and challenging call center environment with a high volume of inbound and outbound calls. Demonstrated success in handling customer complaints with ease, answering difficult questions and resolving any problems. Achieved and exceeded company objectives while maintaining a high level of professionalism and tact while managing stress, diagnosing problems and bringing resolution to conflict. Advanced level knowledge of computers, software and administrative responsibilities. AREAS OF EXPERTISE      Clear and honest communication Timely, friendly proactive service Attention to detail managing time effectively Proficient in Microsoft Office Adaptability – Ability to work under pressure      Courteous and professional demeanor Multi Task while paying attention to detail Strong time management Type 45+WPM Account Management PROFESSIONAL EXPERIENCE Kelly Services Inc | Tier 1 IOS Technical Support Adviser 06/2018 – PRESENT Responsible for answering and resolving advanced product technical support questions from customers via virtual working environment. Express enthusiasm and empathy while remaining friendly and knowledgeable to resolve caller issues in a timely manner. Required to meet monthly metrics guidelines including average call handle time, customer satisfaction standards and successful issue resolution. Manage daily administrative duties while keeping up to date with advanced “user level” knowledge of computer technology and operating systems, navigating between various windows, application programs and software.   Top advisor in customer satisfaction survey standards November 2018 Consistently exceeding daily and monthly metrics requirements Protocall Communications | Sr. Account Manager 2/2013 – 6/2017 Conduct day to day administrative duties such as noting customer accounts to keep them up to date with important information, scheduling appointments to discuss current business needs and concerns and sending notification letters/emails to customers regarding pertinent account details. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment through a high volume of inbound and outbound calls.  Re-organized the new hire training process to include a three step introduction program ran by us as senior representatives to help induct the new representatives into the business Protocall Communications | Production Development Manager 10/2003 – 4/2011 Constantly demonstrated the ability to efficiently and effectively supervise a team of up to 15+ reps to hit and exceed company/client goals set through teamwork. Introduced recently graduated trainees to the sales environment & developed their sales & customer service skills by monitoring progression through sales calls. Provided constructive feedback, effectively communicated new information, helped boost the confidence of new reps by giving performance awards. Assisted all members of the management staff by sharing ideas & working together.  Implemented and oversaw a Task Force which reviewed and executed several outdated company procedures and processes to ensure efficiency, effectiveness and secured maximum overall revenue was achieved Protocall Communications | Client Services Manger 09/2002 – 09/2003 Served as a liaison between company and client for multiple companies to create new business opportunities to generate additional revenue for both parties. Established processes that made departments more efficient and cost effective. Reconciled client accounts to ensure proper payment which maximized monthly and annual company revenue goals. Generated and reconciled reports showing goals reached to include daily, bi-weekly, monthly and annual profit.  Successfully reorganized the support office to increase how accurately orders were entered which lead to fewer errors and rejected accounts ultimately increasing the overall monthly revenue by 50% Protocall Communications | Sales Rep/Supervisor (Consumer) 09/1999 – 09/2002 Responsible for generating new business by making outbound calls to customers. Handled customer complaints with ease, and contacted customers to answer difficult questions & resolve any problems while maintaining a high level of professionalism and tact. Maintained current customer satisfaction through superior customer service and an excellent customer experience. Consistently exceeded daily, weekly and annual quotas. Generated a minimum of $100,000 towards monthly company revenue goals. Nicole Davis Page 2   Promoted to Supervisor during this time due to consistently exceeding goals and company expectations Increased revenue base by 50% by strengthening existing client spend and bringing in new business clients. EDUCATION & CREDENTIALS Bachelors of Science – Psychology | Walden University 2009 - 2011 Coppin State University 1999 - 2001 Certificate of Completion | 21 Irrefutable Laws of Leadership Technical Proficiencies| Software MS Office Suite (Word, Excel, PowerPoint, Outlook), Adobe Acrobat Professional, 45+ WPM Nicole Davis Page 3