Kevonna Davis
Pet Insurance Claims Adjuster | Trust & Safety Operations agent (Rover) | Ensuring Accuracy, Safety, and Compassion
- Role
- Operations Agent Trust and Safety at Rover.com
- Location
- Dallas, GA, US
- LinkedIn followers
- 500 followers
About Kevonna Davis
As a dedicated Pet Claims adjuster, I specialize in delivering efficient, compassionate…
Experience
Operations Agent Trust and Safety
May 2025 — Present · US
Provide inbound and/or outbound customer service for users in crisis.• De-escalate and educate callers, through clear and accurate exchange of information that leads to a successful resolution and improved marketplace safety• The potential review of graphic and emotionally charged content and incidents involving pets, owners and sitters• Generate and respond to support tickets, emails, and SMS messages in support of resolving active customer incidents in Zendesk e.g. emergency pet care.• Escalate incidents that require further investigation to the appropriate department• Take on ad-hoc duties/projects as assigned by business management as needed• Put our user\'s first by helping them with empathy and confidentiality in difficult situations• Thoughtfully, decisively and neutrally investigate Trust and Safety cases with medium complexity and high sensitivity while maintaining customer satisfaction and Rover\'s Brand image• Gather necessary documentation to determine potential eligibility for Rover Guarantee claims• Own decisions in holistic safety reviews where users may be removed from the platform for not following Rover Community Guidelines, Policies, or Terms of Service• Understand and meet expected personal metrics such as: Time to Answer, Time to First Response, Time to Resolution, Customer Satisfaction Rating, QA, and more
Education
Kennesaw State University
Veterinary Assistant Certificate , Veterinary/Animal Health Technology/Technician and Veterinary Assistant
Penn Foster Group
Associate of Science - AS, Veterinary/Animal Health Technology/Technician and Veterinary Assistant
Marietta High School
High School Diploma, General Studies
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