Courtney Doyle
Urbandale,IA
Summary
Senior Customer Service Representative with a proven track record in problem resolution and team mentorship. Expertise in cross-functional collaboration to enhance service quality and support team objectives. Committed to delivering exceptional customer experiences through effective communication and strategic solutions.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo
Des Moines, Iowa
10.2017 - 07.2025
- Maintained high customer satisfaction by resolving escalated complaints swiftly.
- Delivered accurate information to customers through various communication channels.
- Collaborated with teams across functions to refine service workflows and tackle issues.
- Mentored new hires on service excellence while guiding team members through escalated calls.
- Utilized CRM software to track customer interactions and maintain up-to-date records.
- Handled challenging situations with professionalism, employing internal resources for effective solutions.
- Provided outstanding service while managing a high volume of incoming customer calls.
- Supported team initiatives by addressing complex customer inquiries calmly and effectively.
Manager
McDonald's
Des Moines, Iowa
09.2013 - 10.2017
- Ensured compliance with company standards through supervision of daily operations.
- Mentored new team members on operational procedures and customer service excellence.
- Promptly resolved customer complaints to maintain high service quality.
- Optimized coverage during peak hours by developing effective staff schedules.
- Coordinated supply orders and managed inventory levels to align with demand.
- Executed all opening, closing, and shift change functions to uphold operational standards.
- Maintained quality and hygiene in food preparation through diligent monitoring.
- Established safety protocols to enhance workplace security.
Crew Member
McDonald's
Des Moines, Iowa
10.2010 - 09.2013
- Delivered excellent customer service to ensure a positive dining experience for guests.
- Resolved customer complaints professionally, enhancing overall satisfaction.
- Collaborated with team members to uphold high service standards.
- Assisted customers with menu selections and order placements efficiently.
- Accurately processed cash register transactions to maintain financial integrity.
- Packaged menu items and organized drink orders for seamless delivery.
Education
High School Diploma -
Faith Academy
Des Moines, IASkills
- Customer relationship management
- CRM software proficiency
- Complaint resolution escalation
- Service workflow optimization
- Staff training and mentoring
- Performance monitoring
- Call center experience
- Quality assurance
Timeline
Senior Customer Service Representative
Wells Fargo
10.2017 - 07.2025
Manager
McDonald's
09.2013 - 10.2017
Crew Member
McDonald's
10.2010 - 09.2013
High School Diploma -
Faith Academy