Edward Davis

I am a senior customer service specialist with over eight years supporting global brands like TikTok, Apple, and Asurion across phone, chat, and email channels.

I consistently resolve complex issues and manage escalations with accuracy and empathy while meeting strict SLAs and quality standards. I maintain strong CSAT and first-contact resolution metrics in high-volume, fast-paced environments.

My background includes Tier 2 escalation handling for billing, claims, and device protection, de-escalating high-frustration customers, and exceeding sales and retention targets. I document interactions clearly to ensure seamless handoffs and continuous improvement.

I thrive in fully remote support operations, follow process and SOPs closely, and collaborate with internal teams to reduce repeat contacts and improve customer outcomes.