Shondreka Davis

About Shondreka Davis

Solution-focused Customer Success Manager with 10+ years of experience in account management, customer engagement, and process optimization. Skilled at building strong client relationships, resolving escalations proactively, and driving retention through personalized support and data-driven insights. Adept at leveraging Salesforce, Gainsight, and CRM tools to track interactions, improve response times, and maximize product adoption. Known for streamlining onboarding, reducing support ticket volume, and increasing engagement by optimizing communication and training processes. Thrives in fast-paced, cross-functional environments, collaborating with teams to enhance customer satisfaction and loyalty.

Experience

1. Assistant Manager

   Verizon

   Oct 2013 — Present · Charlotte, NC, US

   Manage small-to-medium business and consumer accounts, helping clients maximize their wireless solutions and achieve long-term value. Boosts customer spending by analyzing usage patterns and proactively recommending optimized rate plans and new products. Enhances customer retention by resolving 20% of escalations on the first contact, reducing churn, and improving overall satisfaction. Strengthens client engagement by delivering hands-on training, driving higher product adoption, and ensuring customers fully leverage their devices. Coaches and develops new employees, equipping them with the skills to drive sales and deliver top-tier customer support. Leverages Salesforce to track customer interactions, automate follow-ups, and provide personalized recommendations, resulting in a 15% uptick in account renewals. Expand the customer portfolio by 50% through referrals, cultivating long-term loyalty through exceptional service.

Education

• Ashford University

  Human Resources, Human Resources Management and Services

• SV Academy

  Customer Success Fellowship