Raquel Doss
Tempe,AZ
Summary
Experienced customer service professional with a strong record of quickly resolving issues and driving team results. Reliable, adaptable, and skilled in communication and problem-solving. Looking for a challenging role to apply twenty-five years of fast, accurate, and empathetic support to diverse customers.
Overview
25
25
years of professional experience
Work History
Sr. Customer Service Representative
Verizon
Tempe, AZ
03.2007 - 10.2023
- Managed 40 calls daily, ensuring customer satisfaction.
- Consistently achieved or exceeded monthly sales targets of 30 upgrades.
- Maintained a daily call resolution rate of 93% or above within three days, effectively minimizing the frequency of repeat calls.
Employee Engagement Team
Verizon
Tempe, AZ
04.2016 - 10.2020
- Led employee engagement initiatives.
Customer Service Coordinator/ Team Lead
Verizon
Tempe, AZ
04.2016 - 10.2020
- Coordinated with my supervisor to meet team targets: 30+ calls/day, ≤16% transfers, ≤5% disconnects, 3-day call resolution, and ≥93% adherence.
Escalation Team
Verizon
Huntsville, AL
10.2011 - 04.2016
- Delivered solutions for complex issues in a timely manner, contributing to reduced churn and improved customer retention.
Transition Coach
Verizon
Chandler, AZ
06.2009 - 10.2011
- Trained new customer service hires.
Education
Bachelor of Science - Business Management
Western Governors University
05.2016
High school or equivalent - International Studies
Denver West High School
05.1996
Skills
- Leadership
- Effective multitasking
- MS office
- Cross-functional teamwork
- Interpersonal skills
- Cisco IP Phone
- Cisco Jabber
- Blue Jeans
- Zoom
- Chat box
- WFM & CRM
Timeline
Employee Engagement Team
Verizon
04.2016 - 10.2020
Customer Service Coordinator/ Team Lead
Verizon
04.2016 - 10.2020
Escalation Team
Verizon
10.2011 - 04.2016
Transition Coach
Verizon
06.2009 - 10.2011
Sr. Customer Service Representative
Verizon
03.2007 - 10.2023
Bachelor of Science - Business Management
Western Governors University
High school or equivalent - International Studies
Denver West High School
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