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Chandini Davis, PMP

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California, United States

Contact Chandini regarding: 
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Résumé


Jobs verified_user 0% verified
  • Career Break
    Full-time parenting
    Career Break
    Aug 2022 - Jan 2023 (6 months)
    I faced an unexpected layoff from Oracle, which presented a unique opportunity for personal growth and family commitment. I chose to dedicate this time to raising my newborn son as a full-time parent, focusing on his development and well-being. Additionally, I took the time to pursue my PMP certification and other relevant trainings, further enhancing my professional skills. This period allowed me to improve my multitasking, organizational, and problem-solving abilities, preparing me to return to the professional world with renewed energy and perspective.
  • Oracle
    Senior Solution Engineer – CX – Retail and Consumer Goods
    Oracle
    Feb 2022 - Aug 2022 (7 months)
    • Conducted deep dives with clients to define current state, expectations, requirements, timeline, stakeholders, and potential roadblocks.
    • Served as a technical consultant, leveraging expertise to understand client challenges and recommend Oracle solutions to drive business value and success.
    • Built strong client relationships, provided technical guidance, and ensured effective deployment of Oracle products and services for clients.
    • Tech stack: MS Office Suite (PowerPoint, Excel, Word, Outlook), Oracle CX, Slack, Zoom, Jira, Call Center Technologies.
    • Led presales technical and functional engineering support to prospective clients in retail and consumer goods sectors while creating compelling value propositions and
  • Apex IT
    Senior Consultant
    Apex IT
    Aug 2020 - Feb 2022 (1 year 7 months)
    • Led client meetings and discovery workshops, mapped business objectives into technical OSVC solutions, managed budget, and created knowledge base solutions for global client needs.
    • Created, configured, and deployed multiple enhancements, including custom objects, process automation, email alerts, reports, messaging, and templates.
    • Utilized Agile Scrum methodology, Jira, and Microsoft Project as Project Manager to maintain schedule, scope, budget, and resources for multiple off-shore teams.
    • Established a win-win relationship with business stakeholders when capturing and prioritizing requirements.
    • Liaised with teams to troubleshoot and quickly resolve support/operational issues.
    • Directed multiple IT projec
  • Sams Club
    Oracle Service Cloud/ Oracle CX Developer
    Sams Club
    Jun 2018 - Jun 2019 (1 year 1 month)
    • Managed four interfaces with 6+K agents over one year, achieving the primary goal of reducing average handle time (AHT) for agents by redesigning multiple workspaces and specifically addressing various groups’ needs.
    • Served as Project Manager of third-party and in-house developers to create and modify various OSVC add-ins via APIs to reduce redundancies, AHT, and cost per contact.
    • Connected OSVC to Tableau, optimizing key call center metrics to monitor and improve customer service.
    • Integrated Virtual (AI) Assistant, using data analytics to suggest and implement improvements to tool and chat workspace, yielding fewer contacts, decreased AHT, higher first-call resolution, and improved survey scores.
    • Reached 86% r
  • Virgin America
    Insight Analyst | Oracle Service Cloud Administrator
    Virgin America
    Jan 2014 - May 2018 (4 years 5 months)
    • Accountable for SLAs, QA, and productivity standards for BPO and Guest Relations team, collaborating with unit leaders to manage staff schedules and training needs to meet operational requirements.
    • Engaged with airport and inflight leadership to address issues and concerns from customer feedback.
    • Oversaw training and professional development of each teammate and managed outsourced staff.
    • Responsible for SLAs, QA, productivity, operational requirements, and staffing schedules.
    • Led Contact Us Site rebuild, boosting web traffic by 12%, FAQ views by 20%, and guest self-service by 14%.
    • Redesigned and simplified Service Cloud agent workspace based on agent feedback, enhancing productivity and reducing AHT.
  • Virgin America
    Guest Relations Agent
    Virgin America
    Oct 2011 - Jan 2014 (2 years 4 months)
    • Provided a high level of guest service, inject some personality, humor, and fun into calls while maintaining professionalism and providing assistance to all guests who contact the Call Center regardless of the nature of the call
    • Handled all guest inquiries and solve issues using the tools available i.e. Sabre, Oracle Service Cloud CX, WorldTracer, etc
    • Showed compassion through listening skills, and being a self-motivator when dealing with guest issues
    • Handled first line Guest Relations calls
    • Handle calls to a mutually satisfying conclusion within the compensation guidelines
    • Assist other departments with the proper handling of guest situations
    • Showing compassion, listening skills, and being a self-
  • Apple
    Concierge
    Apple
    Nov 2007 - Dec 2008 (1 year 2 months)
    Worked in fast-paced environment and supported customers in the accurate and swift resolution of technical and non-technical issues pertaining to Apple software and devices. Served as a liaison between customers and Genius Team and conducted appointment scheduling, sales, and other related activities.
    • Hired as Concierge and quickly awarded promotion to Genius Concierge (Sept. 2008).
    • Worked with customers over the phone to solve technical problems and customer service issues
    • Responsible for customer relations, scheduling, sales, appointment booking
    • Liaison between customers and Genius Team
    • Worked to fix issues with Apple software and devices
  • C
    Business Owner / Manager
    Chandini Activewear
    Jan 1995 - Jan 2011 (16 years 1 month)
    Managed all aspects of daily operations for busy family retail business specializing in custom screen-printed and embroidered garments. Performed cross-functional duties, from maintaining financials and ordering merchandise to creating displays and conducting sales.
    • Consistently maintained efficient and profitable operations for business in high traffic tourist area.
Education verified_user 0% verified
  • University of San Francisco
    Bachelor of Arts, Graphic Design
    University of San Francisco
    Jan 2006 - Jan 2008 (2 years 1 month)
  • California College of the Arts
    Bachelor of Arts (B.A, Architecture
    California College of the Arts
    Jan 2002 - Jan 2005 (3 years 1 month)
  • Convent  Stuart Hall
    High School
    Convent Stuart Hall
    Jan 1995 - Jan 2001 (6 years 1 month)
Projects (professional or personal) verified_user 0% verified