Summary
Overview
Work History
Education
Skills
Timeline
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Catherine Davis

Colorado Springs

Summary

Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.

Overview

11
11
years of professional experience

Work History

Customer Support Representative

Zillow Group
08.2021 - Current
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Acted as the initial point of contact for customer inquiries, ensuring timely responses and resolutions within SLAs on various topics including CCPA data deletion requests, listing ownership verification, fraud prevention, listing information management, and more.
  • Handled escalated cases with professionalism, successfully resolving intricate problems to achieve customer and company satisfaction.
  • Collaborated with team members to identify areas of improvement in customer service protocols.
  • Managed multiple priorities while emphasizing excellent communication skills and meticulous attention to detail.
  • Engaged in continuous learning to acquire knowledge of new processes and enhance skills for optimal customer support delivery.
  • Efficiently managed cases from multiple queues, ensuring accurate processing to meet quality standards and SLA compliance objectives, while overseeing ongoing cases at different resolution stages.
  • Provided substantial input on learning materials to ensure information clarity and relevance.
  • Consistently exceeded performance metrics, took on extra projects, and offered support to colleagues.
  • Participated in cross-functional teams working towards company-wide goals, showcasing adaptability and commitment to broader objectives beyond individual role responsibilities.

Training Facilitator

TruGreen Lawn Care
01.2021 - 07.2021
  • Documented class attendance and participation and provided feedback to management.
  • Provided ongoing coaching and feedback to facilitate long-term success in employee roles following completion of initial trainings.
  • Administered assessments before, during and after courses.
  • Facilitated open communication between management and staff during change initiatives, easing transitions and minimizing disruptions.
  • Utilized various teaching methods to accommodate diverse learning styles among participants, increasing overall comprehension levels.
  • Optimized existing curriculums based on participant feedback, ensuring relevance of content material across changing organizational needs over time.
  • Provided coaching and mentoring to employees.
  • Worked with vendors to train curriculum to accommodate business needs.

Sales Agent

TruGreen Lawn Care
03.2018 - 12.2020
  • Explained features and advantages of tailored lawn care products and services to promote sales.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
  • Achieved or exceeded company-defined sales quotas.
  • Assisted call-in customers with questions and orders, as well as cold-called outbound leads to drive sales metrics and achieve company goals.

Life Insurance Sales Representative

Aflac
05.2016 - 02.2018
  • Generated new business leads by networking within the local community and leveraging professional connections.
  • Assisted clients with claims processing, ensuring a smooth experience during difficult times.
  • Delivered informative presentations to potential clients, resulting in increased interest in life insurance policies.
  • Proactively reached out to potential clients via phone calls and emails, increasing engagement rates.
  • Exceeded sales targets through in-depth knowledge of life insurance products and effective sales techniques.
  • Mentored new team members, contributing to their overall success as life insurance sales representatives.
  • Analyzed customer needs to provide customized insurance solutions.
  • Calculated premiums and established payment methods for sales.
  • Generated leads through cold-calling, networking and other outreach methods.

Recruiter

Express Employment Professionals
05.2015 - 05.2016
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
  • Managed and maintained confidential employee data in accordance with company policies and regulations.
  • Maintained compliance with federal and state employment laws during entire recruitment process.
  • Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
  • Provided exceptional customer service to both candidates and clients, fostering long-term partnerships.
  • Operated and maintained applicant tracking and candidate management systems.
  • Studied job descriptions and qualifications to determine applicant requirements.
  • Developed strong understanding of industries served, allowing for targeted recruiting efforts for specialized positions.

Textiles Department Supervisor

Goodwill Inc
10.2013 - 04.2015
  • Oversaw daily operations of the textile department, managing workflow and resource allocation effectively.
  • Managed a team of textile workers, promoting teamwork and fostering a positive work environment.
  • Facilitated regular performance reviews of employees, providing feedback and opportunities for growth within the company.
  • Managed staff hiring, training and supervision.
  • Collaborated with other leaders and executives to direct workflow and support operations.
  • Conducted performance reviews each quarter, offering praise and recommendations for improvement.
  • Kept accurate and detailed records of personnel progress and productivity.

Education

Business Administration -

COLORADO MESA UNIVERSITY
GRAND JUNCTION, CO

Skills

  • Confidential information management
  • Documentation and organization
  • Attention to detail
  • Analytical Thinking
  • Multitasking
  • Time Management
  • Fluent in Microsoft Office & Google Workspace
  • Verbal and written communication
  • Customer service
  • Problem-solving
  • Team collaboration

Timeline

Customer Support Representative

Zillow Group
08.2021 - Current

Training Facilitator

TruGreen Lawn Care
01.2021 - 07.2021

Sales Agent

TruGreen Lawn Care
03.2018 - 12.2020

Life Insurance Sales Representative

Aflac
05.2016 - 02.2018

Recruiter

Express Employment Professionals
05.2015 - 05.2016

Textiles Department Supervisor

Goodwill Inc
10.2013 - 04.2015

Business Administration -

COLORADO MESA UNIVERSITY

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Catherine Davis