Senior Customer Service Resolution Specialist

Trina Doss

Phoenix, AZ *****

480-***-**** - ***********@*****.***

Professional Summary

Senior level customer service professional with a solid background in a fast high paced call center. Strong customer relations and conflict resolution. Strong ability to navigate complex issues, ensuring satisfactory solutions for all parties involved. Focuses on team collaboration and achieves consistent results in dynamic environments. Skilled in communication, problem-solving, and adaptability. Reliable and flexible, always ready to meet changing needs.

Skills

• Call center experience • Teamwork and collaboration

• Customer service • Problem-solving skills

• Time management • Multitasking

• Reliability • Understanding customer need

• Problem resolution

Work History

09/2014 to Current Customer Service Resolution Specialist Caremark Rx – 3425 W Frye Rd Chandler, AZ

Collaborated with cross-functional teams to streamline service processes, improving response times and efficiency.

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• 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.

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Provided personalized support to customers, ensuring their needs were thoroughly addressed.

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Oversaw peer mentorship program designed to promote knowledge sharing among Customer Service Resolution Specialists.

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Cultivated positive relationships with customers through active listening, empathy, and genuine concern for their needs.

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• Investigated and resolved customer inquiries and complaints quickly 12/2010 to 07/2014 Customer Service Representative Humana – Tempe, AZ

• Delivered exceptional customer service, resolving inquiries and issues efficiently. Implemented process improvements to enhance customer satisfaction and streamline operations.

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• Managed high-volume call queues, maintaining professionalism under pressure. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

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• 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.

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06/2005 to 05/2010 Customer Service Representative State of Arizona – Phoenix, AZ

Collaborated with cross-functional teams to ensure seamless communication and issue resolution.

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Exceeded performance metrics consistently, earning recognition as a top performer within the team.

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04/2001 to 05/2005 Customer Service Representative First Health – Scottsdale, AZ

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

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• Responded to customer requests for products, services, and company information. Developed strong product knowledge to provide informed recommendations based on individual customer needs.

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Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

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01/2000 to 02/2001 Customer Service Representative Citibank

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

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Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

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Education

No Degree: General Studies

Maricopa Community Colleges, Gateway Community College - Phoenix, AZ Volunteer work

Completed daily domestic tasks in shelters and group homes to assist people in need.

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