EBONY DAVIS
Maricopa
Summary
Customer support professional with experience across financial services and healthcare member support, known for clear communication, strong documentation, and consistent follow-through. Skilled in account research, billing and payment support, policy-based issue resolution, de-escalation, and protecting sensitive information. Comfortable managing high-volume queues across phone, email, and chat while navigating multiple systems and meeting quality and productivity expectations.
Overview
11
11
years of professional experience
Work History
Payroll Specialist
Paychex Inc
Phoenix, AZ
11.2025 - Current
- Processed payroll for multiple clients, ensuring timely and accurate payment for employees.
- Reviewed payroll data for discrepancies, implementing corrective measures to maintain accuracy.
- Assisted clients with payroll inquiries, providing solutions and enhancing customer satisfaction.
- Maintained compliance with federal and state regulations related to payroll processing.
Banker
Wells Fargo
Phoenix, AZ
09.2024 - Current
- Support customers with account servicing, issue resolution, and next-step guidance while maintaining strong relationships.
- Assist with opening accounts, completing service requests, and enrolling customers in new services while ensuring accurate documentation.
- Verify customer information and follow internal procedures and regulatory guidelines when handling sensitive data.
- Communicate product and policy information clearly to help customers make informed decisions.
Customer Service Representative
American Express
Phoenix, AZ
05.2022 - 07.2023
- Assisted customers with account questions, billing inquiries, and service requests in a high-volume environment.
- Resolved concerns using active listening and de-escalation, documenting actions and outcomes in the system.
- Navigated multiple tools to research account history and provide accurate, policy-based solutions.
Customer Service Representative
UnitedHealthcare
Phoenix, AZ
04.2015 - 05.2016
- Supported members with plan questions, benefits and eligibility information, and general service inquiries.
- Maintained confidentiality while documenting interactions accurately and providing clear next steps.
- Followed procedures and quality standards to deliver consistent customer experiences.
Education
High School Diploma -
Independence High School
Roseville, CA06.2002
Skills
- Phone, Email & Chat Support
- Account Servicing & Troubleshooting
- Billing & Payment Support
- Healthcare Member Services
- Benefits & Eligibility Support
- Claims/Billing Inquiry Support
- Collections & Payment Arrangements
- Dispute/Issue Resolution
- Complaint Handling & De-escalation
- Documentation & Case Notes
- Identity/Information Verification
- Policy & Procedure Adherence
- Compliance & Confidential Data Handling
- CRM/Ticketing Systems & Knowledge Bases
- Multi-System Navigation
- Time Management & Schedule Adherence
- Quality Focus & Productivity Metrics
- Customer Retention & Relationship Building
- Microsoft Office (Word, Excel, Outlook)
- Teams
- CRM/Ticketing Systems
- Knowledge Bases
- Multi-system navigation
- Payroll processing
- Accounts receivable
- Meeting deadlines
- Payroll administration experience
Timeline
Payroll Specialist
Paychex Inc
11.2025 - Current
Banker
Wells Fargo
09.2024 - Current
Customer Service Representative
American Express
05.2022 - 07.2023
Customer Service Representative
UnitedHealthcare
04.2015 - 05.2016
High School Diploma -
Independence High School
ADDITIONAL EXPERIENCE
- The Home Depot | Customer Service Chat Representative | 2020 - Present
- CarMax | Transactions Support | 2023 - 2024
- CVS Caremark | Collections Agent | 2016 - 2017
ADDITIONAL INFORMATION
Equipped for work-from-home success with a quiet, dedicated workspace and reliable high-speed internet. Comfortable working structured schedules and performance expectations, including quality standards, productivity, and adherence. Experienced using common tools such as Microsoft Teams, Outlook, shared calendars, cloud-based documents, CRM/ticketing systems, and knowledge bases, with strong written communication for email and live chat support.