Davis Jacome
Customer Support Associate At Faire
Kitchener
Summary
Accomplished Customer Support Associate eager to develop my skills further in an operations or analyst role.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer Support Associate
Faire
1 2022 - Current
- Consistently provided high-quality support to customers over the phone, through emails, and over live chat.
- Helped to launch phone support at Faire by being one of the inaugural team members.
- Spent 6 months as an SLA monitor, creating queue assignments and managing our workforce throughout the mornings to ensure that we met SLAs across all queues.
- While on the SLA monitor team, I revised our Excel-based volume tracker to factor in ticket SLA for more accurate staffing recommendations.
- Participated in our Customer Experience build-a-thon, where I guided a team of engineers in building new tools for our support agents.
Online Marketing Co-op
Borrum Energy Solutions
09.2020 - 01.2021
- Updated e-commerce website to ensure on-page SEO practices were implemented, achieving significant increases in website speed and search presence.
- Planned and wrote SEO-friendly copy and blog posts to increase website traffic and search presence.
Operations Assistant and Sales Representative
KW Craft Cider
05.2019 - 12.2019
- Responsible for carrying out day-to-day tasks surrounding production, packaging, and maintaining our facilities
- Onboarded and managed 20+ accounts and ensured that they received cider and pos items on time and in the right quantities
Education
Bachelor of Business Administration - Sustainability in Business
Wilfrid Laurier University
Waterloo, ON, Canada 09.2017 - 08.2021
Timeline
Online Marketing Co-op
Borrum Energy Solutions
09.2020 - 01.2021
Operations Assistant and Sales Representative
KW Craft Cider
05.2019 - 12.2019
Bachelor of Business Administration - Sustainability in Business
Wilfrid Laurier University
09.2017 - 08.2021
Senior Customer Support Associate
Faire
1 2022 - Current
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