Matthew Davis has over 15 years of experience in customer service, leadership, and IT roles. He has a proven track record of resolving issues, training employees, and improving processes. Davis is proficient in programming, Microsoft Exchange, and troubleshooting various devices. His previous roles include customer service supervisor, senior representative, and technical support specialist.

1. Matthew J. Davis
320 County Road 1451, Bonham, TX 75418
214-298-9382 or 903-583-5834
mjdavis3297@gmail.com
Profile:
More than 7 years’ successful experience in customer service and leadership with recognized
strengths in account maintenance, problem-solving and troubleshooting, and
planning/implementing sales procedures and systems.
Possess solid computer skills with extensive programming experience
Seven years of experience developing and managing teams
Ability to train, motivate, and supervise employees in a leadership role
A team player, acknowledged as “Total Quality Customer Service Professional.”
12 years experience of working in a call canter environment as a leader and supervisor
MCITP certified in Microsoft Exchange
Employment History:
Telenetwork, Bonham, TX June 2013 – May 2015
Onesupport IT/Help Desk (Remote)
Assisted and resolved issues for Centurylink and Cincinnati Bell for issues ranging from
reinstalling Windows on a computer, port forwarding and triggering on modems, routers and
bridging, removing malware, viruses, and installing software for remote desktop
T-Mobile, Mission, TX November 2008 – February 2013
PDA Agent/ Senior Rep
Being the customer's single point of contact for issues ranging from troubleshooting
Blackberries, Android devices, Windows Mobile devices, and IPhones
Did Floor Support for two different core teams, side by side observations with reps to help
quality and CRT, mentoring agents to help with call drivers and CRT, and handling escalated
calls to resolve customer’s issues.
Facilitated meetings on T-Community and issues within my team, ranging from MMS issues,
troubleshooting internet issues and how to de-escalate customers.
Was a 2011 In Crowd Winner and multiple local awards for performance at Frisco
Trained and mentored entire core team in 2010 and 2011 on lowering CRT and helping to
construct a call flow designed for getting 6’s in MyVoc, when rolled out to the entire center, it
was hugely successful bring in more scores of 6 than any other time at the Frisco location.
Trained side by side with other senior reps and coaches for the senior rep role for 2 years from
2010 until 2012, though running an entire training team in TCC
Mentored teams & a Senior Rep in Mission call Center from August 2012 though the present in
January 2013, working with reps on plans to help them with CRT,IOCR, MyVoc, CTS and
overall call flows

2. Sprint, Fort Worth, TX March 2008- October 2008
Advanced Technical Support and Senior Representative
Being the customer's single point of contact for trouble reporting, escalations, change requests,
billing inquiries and dispatch coordinating Worked on special projects thought the year for team.
Performs order management, contract management, account maintenance and invoice
generation.
Prostaff, Irving, TX November 2006 – November 2007
Lead Business Tech Representative
Was a contract position though Sprint for 1 year
Worked on special projects thought the year for team.
Maintain quality control/satisfaction records, constantly seeking new ways to improve customer
service.
Programmed new customer service software for fallout numbers
Work with Time Warner in assisting setup of digital phone service.
Responsible for maintaining contact database
Job ended due to contract ending in November 2007
Aerotek, Irving, TX April 2005 - November 2006
Inside Sales/TeamLead
Contact position though Verizon for 1 year.
Worked with team on improving sales pitches
Met or exceeded all sales quotas and objectives
Responsible for managing and tracking sales allocations for the entire team.
Analyze competitive product offerings in terms of features and benefits as well as price points.
Left due to contract ending at location in November 2006
Willco Sales, Fort Worth, TX Sept 1999- Feb 2005
Customer Service and Sales Supervisor
Identify training and/or coaching needs and plan necessary steps to achieve desired results.
Create and foster a motivational work environment, which encourages professional
development, team collaboration and high performance.
Responsible for supervision of 15-20 Customer Service representatives, which includes training,
motivating, evaluating, counseling, annual reviews, and corrective action as well as statistical
reporting of daily and monthly team performance.
Recipient of the Quality Assurance Award for two years for my commitment to monitoring and
coaching the team to surpass the company goals for superior customer service and reaching
sales goals
Company closed in February 2005 due to bankruptcy.
Education:
Remington College, Fort Worth, TX June 2000
Associate of Applied Science: Computer Information Systems