Courtney Doss
EVCC
Holland,MI
6
years of professional experience
Experienced with delivering comprehensive training to customer service teams, enhancing their communication and problem-solving skills. Utilizes tailored training strategies to meet diverse learner needs and improve service quality. Track record of fostering a positive learning environment and driving continuous improvement in customer satisfaction.
Work History
CSR Trainer/Veterinary Assistant
3 Years- Opened Holland, MI location for EVCC in 2023. Initially employed as a CSR II, advanced to CSR trainer in July 2026.
- Provided exceptional customer service to clients while mentoring new hires in their roles.
- Assessed training needs through performance evaluations and feedback from team members.
- Collaborated with management to refine training strategies based on evolving business objectives.
- Cross-trained trained as a veterinary assistant and workflow coordinator.
CSR
3 Years 1 Month- Joined Ottawa Animal Hospital during the Covid era. Handled all aspects of customer service, including answering calls, sending and receiving emails, and scheduling appointments. Proposed and launched urgent care services in 2023, enhancing service offerings for clients.
- Managed customer inquiries and resolved issues promptly, ensuring high satisfaction levels.
- Provided exceptional customer support by addressing inquiries and resolving issues efficiently.
- Trained new staff on customer service protocols and hospital policies to enhance team performance.
- Streamlined communication processes with veterinary staff to improve client interactions.
Education
Associate in Arts
Skills
Exceptional customer service
Client relations
Phone and email etiquette
Multi-line phones
Microsoft Office
Conflict resolution
Time management
Multitasking
Problem solving
Task delegation
Team leadership
Coaching techniques
Feedback delivery
Timeline
CSR Trainer/Veterinary Assistant
EVCC
09.2023 - CurrentRead More
CSR
Ottawa Animal Hospital
08.2020 - 09.2023Read More
Alpena Community College
Associate in Arts
Read More