DAVIA KNIGHT
Auldayr Dist.
Summary
Experienced and reliable customer service representative with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
7
7
years of professional experience
Work History
Subject Matter Expert
ITELInternational - Telephone & Data Systems (TDS)
2022.06 - Current
- Collecting and analyzing data, requesting and reviewing information regarding customer orders .
- Coaching agents, when necessary, daily auditing and assigning incidents .
- Monitor and tracks team progress to identify improvement opportunities, and ensuring all goals are completing in a timely fashion.
Order Entry Specialist
ITELInternational - Telephone & Data Systems (TDS)
2021.06 - 2022.06
- Worked alongside Direct Sale Reps processing customer orders in line with established policies and procedures.
- Input order information into system and updated customer accounts to document and track customer orders.
- Communicated with customers to address order inquiries, changes and cancellations.
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
Sales Representative
ITELInternational- Telephone & Data Systems (TDS)
2020.05 - 2021.06
- Managed customer accounts to secure customer satisfaction and repeat business.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Created orders for TV, Internet and Home phone upon customer requests and my persuasion.
- Appointment scheduling
- Assisted with Billing Inquiries
Customer Care Associate
ITELInternational - Carey Chauffeur Services
2019.04 - 2020.05
- Assisted customer's with their daily transportation bookings .
- Resolved customer complaints and ensure calls are handled in a professional and prompt manner.
Technical Support Representative
Conduent - Telephone & Data Systems (TDS)
2018.01 - 2019.04
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
Reservation Sales Agent
Teleperformance - HomeAway
2017.02 - 2017.06
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
Education
High School Diploma - Sciences
Manning's School
Savanna-la-mar, Westmoreland06.2015
Skills
- Data entry and maintenance
- Customer account management
- MS Office
- Customer Support
- Data Entry
- Technical Support
- Communication
- Attention to detail
- Database Management
- Customer Data Confidentiality
Profession Relevant Skills
- Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone.
- Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
- Proficient understanding of Microsoft Word, Excel and Access.
- Knowledgeable of common office electronics and tech support.
- Passionate about promoting lasting customer satisfaction.
- Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions.
- Able to thrive and meet company standards in a busy call center environment both alone and in a team setting.
- Successful at satisfying different types of customers with creative and knowledgeable solutions.
Hobbies and Interests
As much as I enjoy my customer service career, one of my true love is gardening. I love planting a variety of fruits and vegetables in my backyard. If I'm not at the call center, more than likely, I am in my garden. In addition to gardening, I love anything related to the cinema. In my spare time, I also enjoy, parenting, cooking and swimming.
Timeline
Subject Matter Expert
ITELInternational - Telephone & Data Systems (TDS)
2022.06 - Current
Order Entry Specialist
ITELInternational - Telephone & Data Systems (TDS)
2021.06 - 2022.06
Sales Representative
ITELInternational- Telephone & Data Systems (TDS)
2020.05 - 2021.06
Customer Care Associate
ITELInternational - Carey Chauffeur Services
2019.04 - 2020.05
Technical Support Representative
Conduent - Telephone & Data Systems (TDS)
2018.01 - 2019.04
Reservation Sales Agent
Teleperformance - HomeAway
2017.02 - 2017.06
High School Diploma - Sciences
Manning's School
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