Brian Davis Email & Phone Number

Columbus, Ohio Area

Columbus, Ohio Metropolitan Area

Columbus, Ohio Area

• My lead in the creation of this new role filled an organizational need: a central and maintained source of documentation for the company's policies, procedures, guidelines, and training materials. This grew to.
• Developed and maintained fourteen online wiki resources for all employees.
• Created company documentation, forms, and training materials.
• Coordinated multi-department efforts to effectively create and update policies.
• Created document management practices and procedures at all levels of the organization.
• Co-reviewed the language of contracts for clients that used their own service agreements, rather than the company's standard document.

Columbus, Ohio Area

Conducted daily checks on all systems to anticipate problems before they occur. Composed documentation, populating internal Wiki's for department wide reference. Programmed accounts using proprietary software designed for call center use.

Columbus, Ohio Area

As an Inbound Operator:Interacted with a variety of callers for a diverse body of clients, from medical accounts to HVAC services. Deftly handled irate or upset callers. Consistently performed within specified call quality metrics.As a part of the Quality Assurance Team:Directed the creation and implementation of a previously non-existent quality assurance.

Columbus, Ohio Area

Assisted customers with DSL internet connections who use Windows based computers. Solved internet connection technical support issues in a timely and professional manor. Consistently exceeded performance goals.

Columbus, Ohio Area

Monitored and graded retention calls from the Saves Queue including calls for the separate CompuServe Saves Queue. Performed vital Calibration Conference Calls with international sites on a weekly basis to insure universal consistent company standards. Trained incoming QAA’s on monitoring tool use, call scoring guidelines and procedures for daily tasks.