Theodore Davenport
Dynamic Manager | Specializing in Integrations & Technology, Training, Leadership, Scaling Teams Globally & Cross-Functional Solutions for Superior Customer Journeys
- Role
- Manager of Operations, Customer Care at Sharebite
- Location
- Royal Oak, MI, US
- LinkedIn followers
- 500 followers
About Theodore Davenport
Seasoned leader with 12 years of leadership and training experience in a high volume support environment (phone & email). • Experienced in diverse fields of technical support, managing tasks from end to end, de-escalating frustrated clientele, employee development, relationship and team building. • Proven track record of training, coaching and promoting employees to high levels of achievement • Provide clear, concise and timely communication of statistics & feedback to upper management, peers and direct reports • Exhibits exceptional customer service communication while being able to speak technically to IT and Development resources, often adjusting to the appropriate audience • Create and publish detailed processes and procedures for the support center environment ranging from inputting time and attendance to deep dive technical walk-throughs for applications • Strong experience with multiple POS systems, telecommunications, loyalty platforms, online ordering platforms and digital marketing
Experience
Manager of Operations, Customer Care
May 2022 — Present
As Customer Care Operations Manager my duties include: • Developing and maintaining a performance management based environment using scorecards, monthly reviews and daily productivity reports • Hiring & training employees in Manila to improve around the clock coverage • Creating training curriculum for new hire onboarding and ongoing training• Establish interdepartmental process to ensure maximum effect of partnerships with logistics, client account management and restaurant account management• Handle client escalations directly with customers, restaurants and delivery service providersSharebite is a mission driven food ordering platform built exclusively for the workplace.
Education
Eastern Michigan University
English (B.A.), English Language and Literature, General
2004 — 2005
Renaissance High School
Diploma, Educational Leadership and Administration, General
2000 — 2004
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