Marja Davis

Seasoned Customer Service Professional with over 20 years experience delivering exceptional support in fast paced call center and customer service environments. Consistently recognized by leadership and customers for effective problem solving skills. Focused on multichannel support phone, email, live chat or zoom.

Experienced in handling inquiries, resolving complaints and utilizing CRM tools. Adept at multitasking in fast paced call center environments. Skilled at staying calm under pressure and turning frustrated customers into repeat customers.

Looking forward to bringing reliability and customer first mindset to a remote or hybrid support team

CUSTOMER SUPPORT SPECIALIST & DISPATCHER - Vanguard Securities - Fresno, CA

(2015-04 - 2022-01)

• Dispatched guards to assigned posts
• Answered an average of 60+ incoming calls daily, resolving customer inquiries and complaints with 98% satisfaction rate
• Relayed client concerns and incident information to management
• Supported office operations by Managing, filing, scanning documents, emailing correspondence
• Utilized GPS & NFC Tracking and GuardPro software
• Organized digital files and team resources via Google Drive
• Monitored and analyzed attendance patterns streamlining the scheduling process, resulting in 15% fewer missed shifts

CUSTOMER SUPPORT/TECH SUPPORT - Alorica - Fresno, CA

(2008-09 - 2011-10)

• Consistently achieved 85% or higher FCR rate with 100% validity
• Answered an avg. of 80-150 inbound calls per day
• Consistently met or exceeded performance metrics including call handling time and customer satisfaction scores
• Achieved Rep of the Month 5 times over 3 years for maintaining satisfaction scores of over 95%
• Diagnosed hardware failures and connectivity issues, walking users thru step by step solutions
• Utilized Salesforce for customer relationship management and ticketing
• Effectively resolved User escalation during the major service migration from Analog to Digital, turning confused, agitated customers into satisfied customers
• Proficient in MS Office Suite, troubleshooting software and connectivity issues

CUSTOMER SUPPORT/INTERVIEWER - AIS Market Research - Fresno, CA

(2003-04 - 2008-10)

• Performed structured interviews and field observations for market research studies
• Facilitated focus groups and documented participant feedback
• Maintained accurate records and detailed notes for research analysis
• Collaborated with a team to develop research objectives and tailor interview questions accordingly
• Led and Coached a high performing team of 6 interviewers resulting in a 30% increase in successful customer interactions and reliable data
• Utilized Salesforce and Zendesk CRM Systems for effective Customer Service Relationship Management ensuring timely follow ups and documentation

ASSOCIATE IN ARTS A.A. IN BUSINESS - Business - Long Beach Business Academy (1982-09 - 1983-06)