Looking for a job

Apphia David

@apphiadavid

Message

I turn customer support data into dashboards that improve service operations.

Trinidad and Tobago

Message

What I'm looking for

I'm seeking global remote opportunities where I can use support analytics, dashboards, and cross-functional collaboration to improve customer experience, service performance, and operational decision-making.

At By Stadium Inc., I deliver live chat and email support while turning CSAT, response-time, resolution-time, ticket-volume, and vendor-SLA data into recurring leadership dashboards.

I've sustained 85%+ CSAT in a high-volume environment, resolving order issues, vendor delays, billing inquiries, and escalations. I analyze ticket trends, identify root causes, and partner with operations and vendor teams to reduce repeat issues.

Previously at Express Fitness Ltd., I led customer experience, billing accuracy, retention, revenue tracking, and financial reporting. I helped achieve 100% revenue growth during the post-COVID reopening period through operational and service-quality improvements.

With a Statistics degree and hands-on experience in Zendesk, HubSpot, Vitally, R, SPSS, and dashboard reporting, I bring analytical rigor to customer-first support operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative / Customer Support Analytics Lead

Current

By Stadium Inc.

Jan 2022 - Present (4 years 8 months)

Delivered frontline live chat and email support, resolving order issues, vendor delays, billing inquiries, and escalations while sustaining 85%+ CSAT. Designed and maintained performance dashboards in Zendesk and HubSpot, tracking CSAT, response times, and SLA compliance.

Zendesk HubSpot CSAT SLA KPI Tracking Data Analysis Dashboard Development Root Cause Analysis Process Improvement Cross Functional Collaboration

Site Manager / Operations & Customer Experience Lead

Express Fitness Ltd.

Jan 2019 - Dec 2023 (4 years 11 months)

Directed day-to-day operations for a customer-facing service business, owning customer experience, billing accuracy, and member retention. Achieved 100% revenue growth in the post-COVID reopening period through operational and service quality improvements.

Operations Management Customer Experience Billing Revenue Tracking Financial Reporting Trend Analysis Corporate Trainer Escalation Handling

Supervisor – Customer Service Operations

Tutti Frutti Frozen Yogurt

Jan 2017 - Dec 2019 (2 years 11 months)

Supervised daily customer service operations, cash handling, inventory management, and staff scheduling. Maintained 4.5+ star customer ratings across digital platforms by coaching team members on service quality and engagement best practices.

Customer Service Cash Handling Inventory Management Staff Scheduling Team Coaching Quality Assurance

Human Resources Assistant (Administrative & Data Support)

Massy Energy

Jan 2016 - Dec 2016 (11 months)

Supported HR operations through employee data verification, record audits, payroll data preparation, and compliance reporting. Assisted leadership with structured data organization for internal reporting initiatives.

HR Operations Data Verification Record Auditing Payroll Compliance Reporting Data organization