RICKERIA DAVIS
Lithonia
Summary
A motivated, driven, and passionate Customer Experience (CX) & Health Services professional with over 10 years of experience in the fields. Key attributes highlight a track record of proven leadership in the industry supporting clients or customers of all backgrounds. I value knowledge retention, accurate documentation, and finding sufficient solutions to conflict. Quick learner.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
ContinuumGlobal
09.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
Customer Resolution Specialist
Results Customer Solutions
12.2022 - 02.2025
- Streamlined complaint resolution processes for improved efficiency and faster response times.
- Identified opportunities for process improvements within the department by analyzing trends in common customer concerns or queries.
- Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
- Coordinated with internal teams to expedite issue resolution, resulting in quicker turnaround times for customers.
- Developed a deep understanding of company products and services, enabling effective troubleshooting and problem-solving abilities when assisting customers.
- Enhanced customer satisfaction by promptly addressing and resolving their concerns.
Customer Care Advocate
Refuge Family Care
01.2023 - 09.2023
- Managed responses to Customer Service-related inquiries ensuring that they are completed in a timely manner
- Processed return authorizations, credits, and/or any other request to satisfy the customer issue
- Provided continuous analysis and reporting of information related to Quality and Service Status
- Provided resources and technical advice to customers
Community Based Care Manager
Golden Hearts Home Care, LLC
08.2021 - 01.2023
- Facilitated regularly scheduled inter-disciplinary care team (ICT) meetings to meet the needs of the member
- Engaged with the residents in hospital, provider office, community agency, member's home, telephonic or electronic communication
- Identify and implement effective interventions based on clinical standards and best practices
- Educated the member/ natural supports about treatment options, community resources, insurance benefits, etc
- So that timely and informed decisions can be made
- Employed ongoing assessment and documentation to evaluate the member's response to and progress on the ICP
- Oversaw (point of contact) timely psychosocial and behavioral assessments and the care planning and execution of meeting resident's needs
Behavioral Health Care Management Supervisor
E&I Helping Hands
02.2015 - 08.2021
- Support and closely coordinate mental health care with the patient's primary care provider
- Screened and assessed patients for common mental health and substance abuse disorders using PHQ9, GAD7, or other tools as required
- Tracked patient follow-up and clinical outcomes using a registry, record encounters in the registry, and use the system to identify and re-engage patients
- Facilitated care plan changes for patients who are not improving, including changes in medications or psychosocial treatments or appropriate referrals for additional services
- Completed relapse prevention plan with patients who are in remission
- Participated in regularly scheduled caseload consultations with psychiatric consultants
Customer Service Manager
Teleperformance
01.2013 - 11.2018
- Oversaw the customer program and maximized the products, services, and value
- Addressed any account servicing activities or concern and shared the latest products and services
- Coordinated with the Sales team to identify any upsell opportunities
- Provided exemplary Customer service based on strong product and industry knowledge and assumed the 'customer advocate' role for escalations, upgrades, services engagements
- Assisted with the development of KPIs through the measurement objectives and supporting metrics
- Shared best practices around upgrades and enhancements that will provide additional value to the client
Education
Bachelor's Degree - Criminal Justice
Strayer University
Columbus, GA01.2014
Associate's Degree - Criminal Justice
Albany Technical College
Albany, GA01.2011
Skills
- SOP Development
- Workload Prioritization
- Data Entry Analysis
- Marketing Upselling
- Medical Terminology
- Training/Supervision
- CMS Guidelines
- 35 WPM
- Care Teams
- Computer Technology
- Inventory Control
- Claims Processing
- Medicare/Medicaid
- EMR/EHR Systems
- Clerical /Office Duties
- Health Insurance Plans
- KPIs
- Care Planning
Timeline
Customer Service Representative
ContinuumGlobal
09.2024 - 02.2025
Customer Care Advocate
Refuge Family Care
01.2023 - 09.2023
Customer Resolution Specialist
Results Customer Solutions
12.2022 - 02.2025
Community Based Care Manager
Golden Hearts Home Care, LLC
08.2021 - 01.2023
Behavioral Health Care Management Supervisor
E&I Helping Hands
02.2015 - 08.2021
Customer Service Manager
Teleperformance
01.2013 - 11.2018
Bachelor's Degree - Criminal Justice
Strayer University
Associate's Degree - Criminal Justice
Albany Technical College
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