Summary
Overview
Work History
Education
Skills
CORE COMPETENCIES
Certification
Timeline
Generic

Rashad Doctor

Houston

Summary

Detail-oriented and highly organized professional with 10+ years of experience in operations, project coordination, and customer service leadership within telecom and technology environments. Proven track record in leading cross-functional teams, coordinating fiber infrastructure projects, and optimizing service delivery. Strong communication, problem-solving, and reporting skills with advanced proficiency in Asana, Jira, ArcGIS, and Microsoft Office Suite.

Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Corporate Escalation Representative

Ezee Fiber
09.2024 - Current
  • Act as a point of contact for high-level customer account issues and collaborate across teams to resolve technical and billing escalations.
  • Maintain detailed documentation of project-related issues and customer communications using Jira and Salesforce.
  • Create and track resolution timelines using Asana; prepare weekly reports for management on unresolved accounts.
  • Analyze account discrepancies, negotiate solutions, and ensure compliance with regulatory standards.
  • Partner with field operations to troubleshoot fiber connectivity and construction-related service disruptions.

Manager, Tutor Recruitment & Operations

Intervene K-12
11.2021 - 03.2023
  • Directed recruiting strategies for educational programs across multiple states.
  • Built strategic partnerships and defined KPIs to improve tutor retention and onboarding efficiency.
  • Oversaw operational workflows and performance dashboards to ensure program success.

Operations Command Center Supervisor

Sunnova
03.2021 - 03.2023
  • Led a team of service specialists and field service administrators in managing solar system service workflows.
  • Utilized Salesforce and Excel to dispatch work, resolve service delays, and report on ticket resolution metrics.
  • Streamlined operational workflows and implemented new SOPs to reduce service turnaround time.
  • Trained staff and managed weekly KPIs, optimizing team output in a dynamic service environment.

Call Center Operations Manager

Percepta
06.2018 - 08.2021
  • Managed call center operations supporting a major automotive brand; improved customer satisfaction and call resolution rates.
  • Developed reporting tools and conducted root cause analysis to improve call efficiency and reduce complaints.
  • Partnered with QA and Training teams to onboard new hires and align staff with SLA goals.

Sales & Customer Service Manager

Hertz Corporation
02.2012 - 04.2018
  • Managed a team of 22+ employees focused on sales growth and customer satisfaction.
  • Implemented performance improvement programs and created sales strategies that increased customer retention and revenue.

Sales Support Coordinator

Payment Systems Corp
12.2006 - 11.2012
  • Tracked and analyzed sales activities, prepared performance reports, and supported CRM data entry.
  • Used market and client data to support strategic planning and technical implementation projects.

Customer Support Supervisor

AT&T Inc.
05.2002 - 06.2006
  • Supervised 20–25 CSRs handling billing and tech support.
  • Developed escalation procedures, trained new hires, and created reporting tools for leadership insights.

Education

Bachelor of Science - Business Management

Georgia State University
Atlanta, GA
05-2005

Skills

  • Project Tools: Asana, Jira, ArcGIS
  • CRM: Salesforce, HubSpot (basic)
  • Office Tools: Microsoft Excel, PowerPoint, Outlook
  • Reporting: Service Metrics, KPI Dashboards, SLA Tracking

CORE COMPETENCIES

  • Project Coordination | Fiber Construction Support | Escalation Management | Team Leadership | Process Improvement | Stakeholder Communication | KPI & SLA Reporting | Workflow Optimization
  • CRM & Ticketing Systems (Salesforce) | Asana | Jira | ArcGIS | MS Office Suite | Service Delivery

Certification

  • PMP( will obtain by June 2025)

Timeline

Corporate Escalation Representative

Ezee Fiber
09.2024 - Current

Manager, Tutor Recruitment & Operations

Intervene K-12
11.2021 - 03.2023

Operations Command Center Supervisor

Sunnova
03.2021 - 03.2023

Call Center Operations Manager

Percepta
06.2018 - 08.2021

Sales & Customer Service Manager

Hertz Corporation
02.2012 - 04.2018

Sales Support Coordinator

Payment Systems Corp
12.2006 - 11.2012

Customer Support Supervisor

AT&T Inc.
05.2002 - 06.2006

Bachelor of Science - Business Management

Georgia State University

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