Telicia Davis
Gulfport
Summary
Experienced Customer Service Manager with 14 years in call center operations, specializing in data entry, tech support, and error identification. Enhanced efficiency by reducing data entry time significantly. Skilled in resolving customer issues through active listening and effective communication. Demonstrates reliability and professionalism in high-pressure environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Assurance Health Care Financial Services
Gulfport
05.2017 - Current
- Led daily operations for a high-volume customer service team handling 50+ customer interactions per day.
- Trained, coached, and onboarded new employees, improving service consistency and team performance.
- Reduced customer wait times through workflow improvements and proactive issue resolution.
- Managed escalated customer concerns while maintaining high satisfaction and professionalism.
- Conducted quality assurance reviews to ensure compliance with company standards and service expectations.
- Collaborated with leadership to improve operational efficiency and customer experience outcomes.
Data Entry Specialist
Cigna Health System
Gulfport
05.2010 - 06.2017
- Maintained accurate and confidential records while processing large volumes of healthcare-related documentation.
- Generated reports and compiled statistical data to support departmental operations.
- Reviewed and verified records for accuracy, completeness, and regulatory compliance.
- Organized and archived sensitive documents according to company and industry standards.
- Consistently met productivity and accuracy goals in a fast-paced environment.
Customer Service Manager
Kmart, Sears Holding
Gulfport
02.2005 - 01.2010
- Supervised customer service operations and supported employees in achieving performance goals.
- Resolved complex customer issues and documentation discrepancies with professionalism and accuracy.
- Educated customers on benefits, services, and available solutions to improve retention.
- Maintained organized client records, contracts, and service documentation.
- Conducted research and problem resolution to ensure timely customer support.
Education
Associate of Science - General Office Services
Mississippi Gulf Coast Community College
Perkinston, MSHigh School Diploma -
Salisbury High School
Salisbury, NCSkills
- Customer Relationship Management (CRM)
- Conflict Resolution
- Customer Retention Strategies
- Quality Assurance & Compliance
- Call Center Operations
- Data Entry & Database Management
- Team Leadership & Coaching
Certification
- Microsoft Office/Excel Certified, 01/01/12
- Data And Project Management Certification, 01/01/14
Timeline
Customer Service Team Lead
Assurance Health Care Financial Services
05.2017 - Current
Data Entry Specialist
Cigna Health System
05.2010 - 06.2017
Customer Service Manager
Kmart, Sears Holding
02.2005 - 01.2010
Associate of Science - General Office Services
Mississippi Gulf Coast Community College
High School Diploma -
Salisbury High School