LaMonica Davis

Operations Manager, Ambs Call Center

Biography

LaMonica Davis serves as the Operations Manager at Ambs Call Center, bringing over two decades of dedicated experience to the team. Her journey into the call center industry began in the 1990s while she was in college. Transitioning from delivering pizzas—a role uncommon for women at the time—she found a telemarketing position that offered a more suitable schedule. This opportunity not only provided convenience but also ignited her passion for the dynamic environment of call centers.

Since joining Ambs Call Center in 2001, LaMonica has been instrumental in implementing significant advancements. Notably, she championed the training programs for ATSI and CAM-X, transforming the company's approach from mere participation to proactive training. This initiative led to consecutive annual awards, reflecting the enhanced performance of the team. Additionally, she spearheaded the transition from manual processes to automated dispatch systems, significantly improving operational efficiency.

Leadership in Customer Service

LaMonica's leadership philosophy centers on empowerment and leading by example. She believes in providing her team with the necessary tools and guidance to achieve excellence. By demonstrating a strong work ethic and commitment to quality, she inspires her team members to reach their full potential. When challenges arise, LaMonica offers practical strategies to help her team meet and exceed expectations.

A problem solver at heart, LaMonica's background in math, science, and engineering fuels her passion for developing processes that simplify tasks without compromising service quality. She is particularly enthusiastic about bridging the gap between client needs and employee capabilities, ensuring seamless and effective solutions.

Personal Life and Philosophy

Beyond her professional endeavors, LaMonica is a self-proclaimed "big nerd," with interests spanning ancient history, astronomy, and the "Star Wars" saga. An avid traveler and foodie, she also channels her energy into teaching Zumba, having led classes at various fundraisers, on cruise ships, and across the country. Her artistic talents extend to music, drawing, and fashion design, showcasing her multifaceted creativity.

In her professional career though, she finds herself coming back to a saying that was said to her over two decades ago:

"When you step out of shyness, you step into prosperity."

Looking Ahead

Looking ahead, LaMonica envisions the call center industry embracing more innovative technologies, including artificial intelligence, while maintaining the essential human touch that she believes to define exceptional customer service.

LaMonica's enduring commitment to Ambs Call Center is rooted in the company's family atmosphere, a quality that has been pivotal in her decision to remain with the organization.

answering service agent taking a call looking left