Jill Davis
Blue Ridge,VA
Summary
Innovative Call Center Representative with 6 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions. Well-qualified Property Manager with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
18
18
years of professional experience
Work History
Retail Merchandiser
Crossmark Merchandising
Roanoke, VA
08.2018 - 12.2019
- Designed displays to deliver interactive, engaging and memorable store experiences for shoppers.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Updated pricing and signage to complete product displays and educate customers.
Retail Merchandiser
Hallmark Gold Crown
Roanoke, VA
10.2010 - 05.2017
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Designed displays to deliver interactive, engaging and memorable store experiences for shoppers.
- Arranged consistent shelves, bins and racks at 4 Walmart locations by following established planograms.
- Updated pricing and signage to complete product displays and educate customers.
- Answered customer questions regarding store merchandise, department information and pricing.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
Property Manager
MCS Group/Hickory Woods Apartment
Roanoke, VA
07.1997 - 08.2001
- Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
- Followed up on delinquent tenants and coordinated collection procedures.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Verified income, assets and expenses and completed file tracking sheet for each applicant.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Maintained sufficient number of units market-ready for lease.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Developed and executed plan to achieve and maintain 99% or better rate of occupancy
- Administered operations to handle needs of more than 500 tenants across 2 property units
Call Center Customer Service Representative
First Union Mortgage
Roanoke, VA
08.1990 - 06.1996
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on current promotions, upgrades or new offerings available under current mortgage programs.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other mortgage departments including Loan Modification and assisting in underwriting.
Education
Business Administration And Management
Virginia Western Community College
Roanoke, VAHigh School Diploma -
William Byrd High School
Vinton, VA08.1988
Skills
- Issue Identification
- Service Recommendations
- Understanding Customer Needs
- Call Documentation
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Clerical Support
- Policy and Procedure Adherence
- Proficiency in Microsoft Office and G Suite
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Retail Merchandiser
Crossmark Merchandising
08.2018 - 12.2019
Retail Merchandiser
Hallmark Gold Crown
10.2010 - 05.2017
Property Manager
MCS Group/Hickory Woods Apartment
07.1997 - 08.2001
Call Center Customer Service Representative
First Union Mortgage
08.1990 - 06.1996
Business Administration And Management
Virginia Western Community College
High School Diploma -
William Byrd High School
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