WELLS DAVIS
Mississauga
Summary
Experienced and dedicated customer support manager who takes pride in leading teams to provide exceptional customer service by going the extra mile to clients to ensure customer satisfaction and reduce churn. Have proven to implement strategies and provide feedback to IT teams to improve customer experience, reduce call volume, increase Google reviews and maintain low employee turnover.
Overview
8
8
years of professional experience
Work History
Customer Support Manager
ShipTime/Paid Inc.
11.2021 - Current
- Hiring, training, and preparing call center reps to respond to customer questions and complaints
- Troubleshoot problems
- Ensuring customer service reps understand and comply with all call center objectives (i.e., service levels), performance standards, and policies
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating each customer service rep’s performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Working on various projects ranging from analyzing data to improving how-to resources for customers and other employees
- Answering customer service reps’ questions regarding best practices or difficult calls.
Customer Support Representative
ShipTime/Paid Inc.
02.2019 - 11.2021
- Respond promptly to customer inquiries and complaints via phone, email, and live chat
- Regular follow-ups on tickets regarding a range of categories (i.e
- Tracking, claims, billing, missed pickups, etc.)
- Provide feedback to technical and management teams to assist in customer call reduction and service quality
- Assist in training new hires
- Data entry.
Customer Service Representative
Weed Away Lawn Care
04.2017 - 12.2019
- Answers incoming customer calls regarding general inquiries, billing, and products and service problems
- Establish positive rapport with every caller
- Selling products and services
- Order entry and updating customer’s information in the database after calls and emails
- Working with management to stay updated on products and services, as well as company policies.
Head Basketball Coach/Trainer
Mississauga Monarchs Basketball Association
01.2016 - 01.2018
- Leading and assisting basketball sessions that taught fundamentals, and some advanced skills
- Leading and assisting advanced basketball sessions that taught advanced skills, fitness and leadership
- Evaluate player’s progress throughout sessions, while working on their weaknesses and overall skills and knowledge of basketball
Education
Masters of Applied Health Science, Honours Recreation and Sport Business -
University of Waterloo
Waterloo, ON08.2016
Skills
- Customer service
- Leadership
- Time management
- Problem solving
- Attention to detail
- Communication
- Team player
- Skilled multi-tasker
Hobbies and Interests
- Basketball
- Exercise
- Food
- Music
Timeline
Customer Support Manager
ShipTime/Paid Inc.
11.2021 - Current
Customer Support Representative
ShipTime/Paid Inc.
02.2019 - 11.2021
Customer Service Representative
Weed Away Lawn Care
04.2017 - 12.2019
Head Basketball Coach/Trainer
Mississauga Monarchs Basketball Association
01.2016 - 01.2018
Masters of Applied Health Science, Honours Recreation and Sport Business -
University of Waterloo
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