Chivonne Davis Email & Phone Number

Oklahoma City, Oklahoma, United States

Improve the educational experience for parents/guardians and their students by ensuring they receive exceptional customer service and fostering positive interactions within Epic.Educate and assist parents/guardians through the enrollment application process to ensure prompt approval. Escalate more complex enrollment issues to appropriate departments for investigation and resolution.Respond promptly to customer inquiries through various communication channels (phone, email, chat, or in person) courteously and professionally.Assist the Records department with maintaining accurate and organized records by reviewing, processing, and evaluating educational records and documents.Provide specialized support with extensive in-depth knowledge of Epic processes and procedures.Handle customer complaints and concerns effectively, finding solutions that align with company policies and customer satisfaction goals.

Proactively address and resolve any questions or complaints from commercial licensees regarding their OMMA license, ensuring expeditious resolution.Research and educate customers on application rejection reasons and how to resolve them within the specified time frame.Remain abreast of legislative and agency changes that impact commercial licensees by proactively researching house bills on the floor.Provide valuable support to department managers by actively participating in task force groups designed to improve the customer experience.

Arranged telecommunication services for businesses of varying sizes while managing all concerns with the telecommunications carrier instead of customer intervention.Resolved multiple billing discrepancies that netted 85K worth of revenue being restored to customers.Created email templates to provide consistency and flexibility across all aspects of the project. This increased project efficiency by 25%.Developed and executed innovative marketing documents that provided customers with company contact information, phone vendor services, and benefits of hiring Trust Technology to address their business phone needs.

Demonstrated proficient understanding of health insurance plans including claims, eligibility, benefits, deductible and Out-of-pocket maximums.Provided additional support to the training department as a Nesting SME for new hires transitioning to the floor.Met or exceeded company key performance indicators (KPIs) by consistently retaining quality scores in the 95 -100% percentile. As well as maintain an average handle time of 8 minutes, whereas the average handle time goal is 10 minutes.Recognized for excellent quality in the monthly customer service newsletter

Assisted customers with billing and service issues related to their phone, internet and cable. Acquired additional revenue for the company by selling DIRECTV, High Speed Internet and Residential Phone Service.Exceeded the call center quality goal of 85% by maintaining an average quality score of 95%.Increased individual sales by 30%, generating an additional $542 monthly.Answered an average of 35 calls daily.

Acknowledged and resolved customers telecommunications issues and complaints.Carefully monitored and motivated staff to meet all outlined KPI’s thereby increasing sales and customer satisfaction.Mentored new agents as they transitioned to the production queue.Recognized for the highest customer service satisfaction score of 90% in January.

Hired to aid in the management and training of a team with 20+ members.Delivered classroom trainings and maintained accurate records for performance and attendance.Facilitated trainings for 20 to 32 students during five-week sessions.Implemented team goals and objectives to ensure that KPI’s were met.

Responded directly to OK and AR customers regarding utility services.Documented questions and actions taken to maintain proper service standards and compliance with government regulations.Helped customers reduce their electric bills by 25% through education about utility use.Increased productivity by 15% through streamlining representative management in AR.Answered 8 to 10.5 calls per hour, more than the standard average call rate.

Education record

High School Diploma, General Education

Bachelor'S Degree, Health Care Management And Ethics