Bruce Davis Email & Phone Number

Apopka, Fl, Us

Orlando, Florida, United States

Quality Assurance (QA) analyst for Wyndham Destinations. Tasked with reviewing recorded agent calls for the inbound contact center, analyzing inbound call trends and documenting agent compliance and call quality. Identified areas of opportunity for agent coaching based off reviewed call data. Winner of the Wyndham Consumer Finance Service Star Award in 2018, in recognition of outstanding contributions in QA for the creation and implementation of a list of call dispositions based off top 24 inbound call drivers. Lead tester for the customer portal, inbound customer service (agent) portal, and Interactive Voice Response (IVR) systems, overseeing QA for the inbound team.• Expert Oracle Financial Services Lending and Leasing (OFSLL) user and trainer.• Special project assignment: new product testing and implementation - Quality Assurance (QA)• Train new hires and mentor established agents in best practices, effective call handling, and product knowledge.• Excellent communication skills aimed at understanding customers’ concerns, gathering information, researching, resolving inquiries, and logging customer calls.• Demonstrated ability to process information quickly and proactively offer solutions for resolution in a timely manner.

Orlando, Florida, United States

• Responding to telephone inquiries, providing excellent customer service while complying with required scripts and procedures, including NACHA guidelines.• Assessing customer needs and providing accurate account information and services available.• Reporting to track workload, response time • Surpassing targets and KPIs daily.

Orlando, Florida, United States

Highly engaged customer service agent, diligent with maintaining efficient inventory levels and merchandising, contributing to increased sales and department profit margins.• Leverage customer experience while planning and executing product displays, resulting in an increase in customer traffic.• Receive shipments and document against invoicing sheets for proper record keeping.• Provide excellent customer service, assisting with product queries.• Ensure produce quality standards were met by culling and pruning selected items as needed.

Orlando, Florida, United States

Responsible and effective lead, successful at working in a fast-paced, customer-focused environment, wearing many hats in a short hierarchical store structure. • Ensure business efficiency by motivating a diverse team to accomplish tasks as smoothly as possible.• Train staff on expected performance levels and outcomes.• Leadership training to advance positions with increasing levels of responsibility.• Receive deliveries from warehouses and vendors, moving pallets with a manual/electronic pallet jack to load/unload products.• Deliver outstanding customer service to increase overall store customer satisfaction scores.