Rob Davis Email & Phone Number

Antelope, Ca, Us

United States

Create and update builder and customer orders using various support systems (SAP, ServRep, MobileSAP, Dispatch). Create work orders with efficiency, accuracy, and proper time allotment in a timely manner.Provide timely assistance to field technicians and supervisors in creating, updating, and rescheduling of work orders.Create and maintain strong relationships between internal and external business partners and customers.Resolve customer problems to the satisfaction of the company and customers.Accurately performs all data entry functions to reflect customer activities and requests.Handle moderate to high volume of calls depending on seasonal needs of the business.Display professional and courteous demeanor with internal and external customers.Provide excellent customer service both in person, on the phone, and via email.Make outbound calls to confirm and set appointments for service visits.Identify and offer promotional items/warranties to qualified customers.Maintain a clean working area to company standards.Generate additional revenue by selling additional products and maintenance plans.• Provided exceptional customer service, processed warranty claims, and communicated warranty information.• Collaborated with internal teams for warranty resolutions and maintained accurate records.• Achieved 80% reduction in claim processing time, improving customer satisfaction.• Received recognition for consistently high customer satisfaction ratings and adeptly resolved complex warranty issues.

United States

Ensuring all orders are filled, weighing carts and updating company profiles within the system, and manually loading carts onto delivery trucks. Pushing or pulling loading carts to and from the weighing station Checking packing orders Weighing carts and entering weight into a computer Operating forklifts, pallet movers, and other material handling equipment. Removing and swapping out carts at the dump station.

San Francisco Bay Area

Provided Technical Support to users designing HTML5 Websites, Flash Websites along with Facebook Fanpages, Blogs and Mobile Sites. Worked in a real time environment with 50+ calls per day in a small environment. Recreating Bugs with reverse engineering to submit to our Development/Engineering department and all staff if required. Resolved compatibility issues with Web Browsers, Anti-Virus, Mobile Devices, Windows and Apple operating systems and also Firewalls. Researched and resolved browser errors through Firebug browser extension. Troubleshooting related problems with Desktop remote control technologies. Perform research on user domain names, email addresses and blogs on how to connect them directly to their websites by changing DNS records, MX records, Cname Records and A records. Provided accurate documentation of all activities conducted. Collaborate and work with other staff and vendor support resources to resolve issues. Updated users via phone, forums or email daily. Managing the entire product line of beta applications from strategic planning to tactical activities as a Product Manager. Provided usability tests on current/non users to provide feedback to upper management/developers on a daily basis per results. Analyzing potential partner relationships for our products. Moderated Escalated Forum posts. Created articles for Support Database. Prioritize SEO site enhancements (i.e. Keyword, Site description, Landing page, Site title, etc.) Manage case backlog to departmental standards. Resolve problems in a timely manner with minimal assistance for 85% of all cases assigned. Drive SLA attainment to departmental standards. Strive for first-call resolution, balancing completeness of resolution and quality of service. Maintain and promote consistent behaviors and delivery across the team. Effectively use knowledge base, along with all resources available to drive resolution. Thoroughly and accurately document details of all client interactions.

Sacramento, California Area

- Software installations via Internet- Test SQL Server Databases - Test Software- Direct customer calls to appropriate parties- Perform initial basic training for new customers- Maintain information in contact databases- Schedule appointments with customers- Trouble-shoot time-sensitive Software and connectivity issues- Assist with customer support as software knowledge & experience - Train customers in new and existing AutoBiz functions & features- Assist with documentation of software functionality & procedures- Communicate appropriately with customers about new program releases- Setup and trouble-shoot customers' integrated AutoBiz websites- Insure follow-ups and recommendations are carried out- Complete special projects that utilize and develop employee skills

San Francisco Bay Area

Build and maintain an integrated relationship with the game studio while ensuring an excellent customer service experience for our customers. Worked in a very fast paced environment, where change happens at a rapid pace. Worked with game studio teams, tier 3 support staff, and outsourced vendors to ensure customers and agents have the most current and accurate information. Provided technical support through Social Networks (Facebook, MySpace, Yahoo, Tagged, Iphone) for Mafia Wars, Poker, Farmville, Café World, Fishville, Petville, Yoville and Treasure Island. Created and developed training Manuals for Internal and Outsource use. Created Standard Text and Knowledge Base Articles. Monitor forums for customer feedbacks. Bann users for suspicious activities. Worked in the Billing Department to ensure credits of purchases. Answered 100+ customer emails per day via RightNow Web application. Worked 60+ hours weekly. Locally and remotely through laptop and Blackberry). Worked 60+ hours weekly locally and remotely through laptop and Blackberry). Advise users and walkthroughs of possible issues when playing online gaming. Communicated with Outsource Centers via web chat per escalated issues. Documented all customer issues. Communicated directly with users who were determined to be high paying users via phone support. Answered 100+ escalated Tier 3 customer emails per day via RightNow Web application. Documented all conversations. Set reminders through RightNow Web application for follow-ups. Advised all Outsource representatives of our Customer Satisfaction rating and held weekly meeting on how to raise our Customer Service level.

San Francisco Bay Area

PC Tools is a global leader in innovative software products designed to protect the privacy and security of Windows computer users. Provided support to customers whose computer is infected with thousands of potential spyware, adware, trojans, keyloggers, spybots and tracking threats. Assisted in the recovery, restoration of deleted files from hard drives, floppy drives and other types of fixed media. Performed Analysis of Log and History Files to pinpoint exact location of issue. Provided extensive range of support of registry tricks, tweaks & hacks for optimizing, enhancing and securing the Windows operating system. Provided support for locating and updating driver software for Windows compatible hardware devices and peripherals. Took and estimated of 70 to 100 calls while processing email support of 45 to 50 emails daily. Provided information and resources to secure the Windows operating system and networks with details about the latest vulnerabilities and fixes, articles and technical support. Provided walkthroughs with Downloads, installation and uninstall issues, error messages, Smart Update and compatibility problems. Assisted in how to use functions and how to change settings in the Windows Environment.

San Francisco Bay Area

Provide exceptional customer support via phone and email. Assist customers in locating tickets and placing orders over the phone. Account Management for existing customer base. Answer customer inquiries regarding ticket sales. Answer customer inquiries regarding order shipments and transaction tracking. Troubleshooting and problem solving as needed. Work with customers to insure timely delivery of tickets.Conduct several projects for main events; I.E. World Series Baseball, Superbowl, PGA Golf and NBA Finals. Supervised Outsourced departments via chat (I.E. Las Vegas, Connecticut and New Mexico.)

San Francisco Bay Area

Receive calls from customer, agents, title companies, tax collectors and assessors or other external associates regarding mortgage loans serviced by the Bank; Provide information and assistance on payments, tax status, insurance coverage, adjustable rates, accounting functions and various other general matters. Prepare payoff, retrieve balances, print reports, producepromissory note, and deed of trust documents. Calculate payoff demand to title and escrow. Provide guidance, research and resolve problems personally or refer to other Bank personnel as appropriate; Ensure that all inquires are handled in an accurate, pleasant and expedient manner. Complete required paperwork or documents to correct callers' problems. Maintain files of correspondence and inquires; Perform follow-up functions as necessary. Make judgment calls and waive penalties, fees and charges to borrowers as appropriate. Perform quality control procedures and other related assignments as required. Utilize McCracken/Strategy computer systems to maintain current data on loans or unresolved customer service problems. Fax Payoff Demands. Provide support to the Brokerage, Appraisal & Asset Management. Provide support Boarding new loans. Research ongoing tax issues. Conduct Audits.

San Francisco

Concentrate on claims that consist of large dollar amounts and/or that contain multiple transactions. Communicate with all customers, merchant and other internal/external entity to resolve claims in a timely manner. Process batch checks. Research and resolve complex inquiries from customers and various Payees are regarding Interactive Banking Services (I.E.) Online Banking, Pay by Phone, Home Banking, Business Banking Online, Electronic payments and Deposits. Updated customer’s profiles, account numbers and payee addresses. Reimburse customers when online payments have been scheduled correctly but not made due to a malfunction on the banks part. Reverse late fee’s, over the limit fees and finance charges. Review customers banking account for fraudulent activities. Log all customer communication in servicing database.Responsibilities:• Review of thousands of accounts per Account Receivable Reports.• Conduct extensive research with vendors/suppliers, accounts receivable and internal operations to analyze billing and payment transactions.• Responsible for assisting customers with a wide range of inquiries related to online financial products and services.• Contacted Credit Agencies in the assist in removing negative inquiries/marks on the customer’s credit report.

Bachelor'S Degree, Computer And Information Sciences And Support Services

Associate'S Degree, Business Administration, Management And Operations