Trina Doss
Phoenix,AZ
Summary
Customer service professional prepared for this role. Background includes resolving customer issues and ensuring high satisfaction. Strong focus on team collaboration and adaptability. Demonstrated skills in active listening and effective communication. Committed to making meaningful contributions and advancing organizational goals.
Overview
26
26
years of professional experience
Work History
Customer Service Resolution Specialist
Caremark Rx
09.2014 - Current
- Resolved customer inquiries through comprehensive problem-solving techniques, enhancing satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline service processes, improving response times and efficiency.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Managed high call volume while maintaining exceptional service quality and professionalism.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Provided personalized support to customers, ensuring their needs were thoroughly addressed.
- Oversaw peer mentorship program designed to promote knowledge sharing among Customer Service Resolution Specialists.
- Cultivated positive relationships with customers through active listening, empathy, and genuine concern for their needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Humana
12.2010 - 07.2014
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Implemented process improvements to enhance customer satisfaction and streamline operations.
- Managed high-volume call queues, maintaining professionalism under pressure.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
State of Arizona
06.2005 - 05.2010
- Collaborated with cross-functional teams to ensure seamless communication and issue resolution.
- Analyzed customer feedback to identify trends and recommend service enhancements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
First Health
04.2001 - 05.2005
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Citibank
01.2000 - 02.2001
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
No Degree - General Studies
Maricopa Community Colleges, Gateway Community College
Phoenix, AZSkills
- Call center experience
- Teamwork and collaboration
- Customer service
- Problem-solving skills
- Time management
- Multitasking
- Reliability
- Computer skills
- Understanding customer needs
- Decision-making
- Problem resolution
- Microsoft office
- Conflict resolution
Timeline
Customer Service Resolution Specialist
Caremark Rx
09.2014 - Current
Customer Service Representative
Humana
12.2010 - 07.2014
Customer Service Representative
State of Arizona
06.2005 - 05.2010
Customer Service Representative
First Health
04.2001 - 05.2005
Customer Service Representative
Citibank
01.2000 - 02.2001
No Degree - General Studies
Maricopa Community Colleges, Gateway Community College
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