Courtney Davis
Essendant
Locust Grove
1
Language
19
years of professional experience
Customer Service and Operations Professional experienced in supporting customers and processing financial transactions. Resolved complex issues through effective communication and problem-solving, ensuring high levels of customer satisfaction in high-volume environments. Focused on fostering positive customer experiences and contributing to team success.
Work History
Customer Service Advocate
4 Years 4 Months- Maintained up-to-date knowledge of systems, products, vendors, policies, and procedures to ensure accurate and effective customer support.
- Coordinated work orders by phone and email, establishing clear turnaround-time expectations to enhance customer experience.
- Processed purchase orders, credits, returns, and freight charges with a focus on accuracy and efficiency to support customer satisfaction.
- Processed orders and returns efficiently using CRM systems to ensure customer satisfaction.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managing inbound and outbound phone calls and email
Customer Service Representative (CONTRACT)
8 Months- Handled inbound and outbound calls and voicemails with a professional, solutions-focused approach.
- Managed customer accounts, ensuring accurate information and timely updates.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed credit card orders, refunds, and credit memos, facilitating efficient financial transactions and maintaining customer trust.
Subject Matter Expert (contract)
8 Months- Monitored calls, coached team members, and guided improvements in accuracy and consistency.
- Troubleshot project-related issues and collaborated with the team to develop effective solutions.
- Enhanced organizational efficiency, contributing to quicker issue resolution.
- Led cross-functional teams to implement best practices in project management and operational efficiency.
- Developed training materials and conducted workshops to enhance team knowledge and skills in emerging technologies.
Fraud Analyst
3 Years 9 Months- Verified cardholder identity during inbound calls for TD Bank, Fifth Third Bank, Bank of the West, and First Hawaiian Bank.
- Verified account ownership and customer identity using established security procedures.
- Handled inbound calls and verified cardholders for TD Bank, Fifth Third Bank, Bank of the West, and First Hawaiian Bank.
- Managed account maintenance tasks, including closing, blocking, and transferring credit card accounts to ensure security and compliance.
- Conducted investigations for dispute teams and facilitated issuance of new or replacement credit cards to resolve customer issues.
- Managing inbound and outbound phone calls.
Credit Representative
3 Months- Executed account maintenance and corrections, facilitating balance transfers, cardholder updates, limit increases, and rate changes.
- Resolved customer inquiries regarding credit accounts and payment options.
- Maintained current knowledge of assigned client products and services.
- Processed transactions through proprietary systems with high accuracy and efficiency.
- Managing inbound and outbound phone calls.
Assistant Manager
3 Years 9 Months- Managed daily store opening and closing procedures and supported day-to-day operations.
- Led cross-functional teams to enhance customer service delivery and operational efficiency.
- Managed store inventory; conducted weekly inventory counts to ensure stock accuracy.
- Developed training programs for staff to improve product knowledge and sales techniques.
Store Associate
2 Years 7 Months- Delivered professional customer service and maintained organized, customer-ready sales floors.
- Assisted customers in selecting merchandise, enhancing overall shopping experience.
- Managed inventory levels, ensuring product availability and organization on sales floor.
Cashier
3 Years 7 Months- Delivered friendly customer service while accurately processing cash, check, and credit card transactions to ensure customer satisfaction.
- Handled customer orders and processed register transactions, ensuring a clean and organized work environment for efficient service.
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer, ensuring proper handling of funds.
- Assisted customers with inquiries, providing excellent service and product knowledge.
Education
High School Diploma
Skills
Customer Service
Order Processing
Salesforce
Email Support
Live Chat
Call center experience
Technical Support
Troubleshooting
Customer Training
Order Management
Data Entry
Risk Management
Multichannel communication
Administrative support
Inventory Control
Training & Development
Phone support
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Promoted products and encouraged customers to upgrade their existing product plans.
Languages
English
Timeline
Customer Service Advocate
Essendant
05.2022 - CurrentRead More
Customer Service Representative (CONTRACT)
Aerotek
07.2021 - 03.2022Read More
Subject Matter Expert (contract)
Insight Global
11.2020 - 07.2021Read More
Fraud Analyst
TSYS Call Center
01.2017 - 10.2020Read More
Credit Representative
TSYS Call Center
10.2016 - 01.2017Read More
Assistant Manager
Wireless Communications
01.2013 - 10.2016Read More
Store Associate
Polo Ralph Lauren
01.2011 - 08.2013Read More
Cashier
Chick-fil-A
06.2007 - 01.2011Read More
Luella High School
High School Diploma
Read More