Ashontie Davis
Macon
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, notably at Teleperformance USA. Excelled in problem-solving and Microsoft Office, achieving significant reductions in call handling times. Demonstrated exceptional customer support and data entry proficiency, contributing to improved efficiency and client trust.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Teleperformance USA
04.2023 - 05.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Processed debit and credit card and electronic check payments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Warehouse Worker
Amazon
03.2022 - 04.2023
- Loaded, unloaded, and moved material to and from storage and production areas.
- Checked packages and merchandise for damage and notified vendors.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
- Performed general housekeeping and cleaning tasks.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
- Operated forklift to safely move and safeguard stock and supplies in warehouse.
Director
Tender Years Learning Center
02.2020 - 03.2022
- Ensured safety of children by enforcing strict health and safety guidelines in compliance with state regulations.
- Managed administrative tasks such as record-keeping, billing, and reporting to ensure efficient operation of the daycare center.
- Implemented ongoing professional development opportunities for staff members, improving overall quality of care provided at the facility.
- Enhanced children''s emotional and social development by implementing age-appropriate programs and activities.
- Brought center into full compliance with licensing and safety regulations for fire and disaster preparedness, Department of Public Health codes and USDA nutritional guidelines.
- Coordinated special events such as holiday parties or field trips that enriched children''s experiences at the daycare center.
- Streamlined daycare operations through effective scheduling, staff management, and budget control.
- Increased parent satisfaction by maintaining open communication channels and addressing concerns promptly.
- Reviewed and updated emergency preparedness procedures regularly to maintain a safe environment for children and staff members.
- Conducted trainings and mentored staff, consistently improving performance.
- Managed the enrollment process for new families, ensuring that all necessary documentation was collected and properly maintained.
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Sorted documents and maintained organized filing process.
Call Center Travel Specialist
Travel Outlook
01.2020 - 12.2021
- Consistently met or exceeded monthly sales targets by effectively identifying upselling opportunities during client conversations.
- Contributed to a positive work culture through active participation in team-building activities and events.
- Enhanced call center operations by contributing valuable feedback for process improvements during team meetings.
- Improved customer satisfaction by providing timely and accurate travel information.
- Achieved high call resolution rates through effective problem-solving and communication skills.
- Assisted clients with complex travel arrangements, resulting in seamless and enjoyable experiences.
- Demonstrated flexibility in adapting quickly to changing procedures or protocols due to unforeseen circumstances or updates within the travel industry.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Followed up with customers to increase customer service with travel plans.
Registered Behavior Technician
Goalpoint Behavioral
09.2017 - 08.2019
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Improved client behavior by implementing individualized ABA therapy plans and tracking progress.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Prevented instances of maladaptive behavior escalation using de-escalation techniques while maintaining a safe environment for both staff members and clients alike.
- Managed crisis situations with professionalism, ensuring the safety of all individuals involved while adhering to established protocols.
- Maintained detailed records of client progress, enabling data-driven decision making for intervention adjustments and goal development.
- Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
- Empowered clients to self-advocate by teaching them effective communication strategies and adaptive coping mechanisms.
- Utilized technology tools for data collection and analysis, streamlining the process of monitoring client progress and informing treatment plan adjustments.
- Provided parent training on ABA techniques to support consistency in care across home, school, and community settings.
- Treated clients and families with respect and dignity.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Charted on each patient daily.
- Collaborated closely with mental health professionals with treatment plan implementation.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
Correctional Officer
Department Of Juvenile Justice
05.2016 - 06.2017
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
- Booked new inmates into facility and processed inmates for release.
Education
High School Diploma -
Houston County High School
Warner Robins, GA05.2015
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Appointment Scheduling
- Complaint resolution
- Payment Processing
- Answering questions
- Database Research
- System Documentation
- Computer Skills
- Microsoft Office
- Account Management
Timeline
Call Center Representative
Teleperformance USA
04.2023 - 05.2024
Warehouse Worker
Amazon
03.2022 - 04.2023
Director
Tender Years Learning Center
02.2020 - 03.2022
Call Center Travel Specialist
Travel Outlook
01.2020 - 12.2021
Registered Behavior Technician
Goalpoint Behavioral
09.2017 - 08.2019
Correctional Officer
Department Of Juvenile Justice
05.2016 - 06.2017
High School Diploma -
Houston County High School
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