Customer Service Representative

Patricia Doud

West Des Moines, Iowa

*****.****@*****.***

Professional Summary

Results-driven Customer Service and Account Management professional with over 10 years of experience across the telecommunications, financial services, and healthcare industries. Proven expertise in customer relations, technical support, collections, and wireless technologies. Adept at navigating complex systems, managing high call volumes, and resolving issues with empathy and efficiency. Holds a Bachelor’s degree in Business Administration and Marketing. Core Competencies

● Customer Experience & Retention

● Call Center Operations

● Technical & IT Support

● Wireless & VoIP Systems

● Insurance & Financial Products

● Account Management

● Collections & Billing

● CRM Systems & Data Entry

● Regulatory Compliance

Professional Experience

Athene North America – West Des Moines, IA

Customer Service Representative II

Jan 2023 – Oct 2024

● Managed inbound inquiries from agents, policyholders, and third-party contacts.

● Delivered accurate policy information and product explanations (including tax implications, state regulations, and claims processing).

● Processed transactions such as address/beneficiary/ownership changes and partial withdrawals.

● Drafted professional correspondence via phone and email to ensure clarity and compliance.

Career Break: Family Care Responsibilities

Mediacom Communications – West Des Moines, IA

Customer Service Representative

Oct 2014 – Sept 2021

● Scheduled and dispatched field technicians across service areas.

● Provided remote IT and technical troubleshooting to field staff and customers.

● Handled technical account diagnostics and system escalations.

● Managed service tickets, workflow prioritization, and issue resolution. Wells Fargo – Des Moines, IA

Phone Banker II

2012 – 2014

● Handled 200–300 daily inbound calls from credit card customers.

● Navigated multiple systems simultaneously to resolve account issues.

● Promoted Wells Fargo products to customers, consistently achieving upsell goals. Nationwide Mutual Insurance – Des Moines, IA

Customer Service Representative

2011 – 2012

● Provided inbound phone support for property and casualty insurance customers.

● Explained policies, coverage limits, deductibles, and billing inquiries.

● Offered guidance on product availability based on customer needs. Wells Fargo – Des Moines, IA

Collector II

2008 – 2010

● Handled 300–400 daily calls using auto-dialer to collect on overdraft accounts.

● Negotiated repayment plans while maintaining a customer-focused approach. Roche Labs – Accu-Chek / Disetronic

Diabetes Account Manager

Feb 2005 – Nov 2006

● Promoted insulin pumps and blood glucose monitoring systems.

● Conducted certification classes and product training sessions.

● Successfully launched the Accu-Chek Spirit Insulin Pump and exceeded sales targets. Abbott Laboratories

Senior Professional Medical Representative

Mar 2002 – Jul 2005

● Represented Freestyle and Freestyle Flash glucose monitoring systems.

● Grew territory market share and ranked #1 in the nation two consecutive years.

● Delivered accredited diabetes education programs and in-store patient training. Novo Nordisk Pharmaceuticals, Inc.

Diabetes Sales Representative

Oct 2000 – Mar 2002

● Promoted insulin and delivery devices to clinics and diabetic centers.

● Completed advanced diabetes and pump training at leading institutions.

● Organized speaker programs and patient outreach events. AstraZeneca Pharmaceuticals

Pharmaceutical Sales Specialist

Feb 1995 – Jun 2000

● Managed sales of cardiovascular, respiratory, and GI products.

● Maintained a customer base of 350+ physicians and 200+ pharmacies.

● Consistently exceeded quarterly sales goals.

Education

Bachelor of Science in Business Administration & Marketing Drake University, Des Moines, IA — 1989

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