Laura Doscher
Glendale,AZ
Summary
Dedicated customer service agent skilled in relationship management and conflict resolution. Proven ability to enhance service delivery processes and effectively handle escalated issues, ensuring customer satisfaction.
Overview
21
21
years of professional experience
Work History
Customer Service Agent
MTM Health
Phoenix, Arizona
04.2019 - 01.2026
- Documented customer interactions in CRM for future reference and improved data accuracy.
- Collaborated with team to enhance service delivery processes and increase efficiency.
- Tracked customer feedback and service requests using CRM software effectively.
- Handled escalated customer complaints with professionalism, ensuring quick resolution.
- Provided accurate information on products and services in response to inquiries.
- Built strong relationships with customers through personalized support and assistance.
- Resolved complex issues by collaborating with various departments for tailored solutions.
- Anticipated needs to enhance productivity and deliver exceptional support.
Customer serivice/Emergency Roadside Assistant
Billy Gosling Outsourcing
Phoenix, Arizona
06.2018 - 10.2018
- Delivered emergency roadside assistance to stranded motorists, including tire changes and fuel delivery.
- Communicated with clients to assess vehicle issues and provide accurate service estimates.
- Coordinated towing services with local automotive shops for efficient repairs.
- Utilized GPS technology to locate customers and optimize navigation routes.
- Documented service calls and vehicle conditions to maintain precise records.
- Established rapport with clients to improve overall customer service experiences.
- Ensured adherence to safety procedures during all roadside assistance operations.
- Responded promptly to service calls, assessing customer needs to determine effective action plans.
Market Research Interviewer
WestGroup Research
Phoenix, Arizona
05.2016 - 06.2018
- Conducted in-depth interviews to extract consumer insights for various projects.
- Collaborated with team members to design effective survey methodologies and questions.
- Engaged participants to achieve high response rates during interviews.
- Ensured ethical compliance throughout interview processes and data collection.
- Adapted communication styles to match diverse demographics during interviews.
- Reviewed literature related to assigned topics for enhanced subject matter understanding.
- Organized multi-location field studies involving simultaneous interviews and surveys by multiple teams.
- Administered customer service to facilitate participant engagement in research efforts.
Medical Assistant/Home Health Caregiver
Various
Various, AZ
12.2004 - 01.2012
- Managed patient flow and scheduled appointments while greeting visitors professionally.
- Maintained accurate medical records through effective filing, charting, transcription, and electronic data entry.
- Assisted physicians in patient care by taking vital signs and preparing patients for examinations.
- Administered injections, medications, and treatments as directed by physicians.
- Educated patients about medications and procedures to ensure understanding of care instructions.
- Conducted diagnostic tests including EKGs and spirometry as requested by physicians.
- Developed personalized care plans collaboratively with families and healthcare teams.
- Ensured compliance with HIPAA regulations regarding patient confidentiality at all times.
Education
Associate of Applied Science -
The Bryman School of Phoenix
Phoenix, AZ12-2004
Some College (No Degree) - Information Technology/Business Administration
Maricopa Community Colleges, Gateway Community College
Phoenix, AZSkills
- Customer relationship management
- CRM software proficiency
- Issue escalation handling
- Product expertise
- Service optimization strategies
- Conflict resolution
Timeline
Customer Service Agent
MTM Health
04.2019 - 01.2026
Customer serivice/Emergency Roadside Assistant
Billy Gosling Outsourcing
06.2018 - 10.2018
Market Research Interviewer
WestGroup Research
05.2016 - 06.2018
Medical Assistant/Home Health Caregiver
Various
12.2004 - 01.2012
Associate of Applied Science -
The Bryman School of Phoenix
Some College (No Degree) - Information Technology/Business Administration
Maricopa Community Colleges, Gateway Community College