Senior Customer Support Specialist with 20+ Years Experience
Resume:
Doris Auzenne
Katy, Texas • 713-***-**** • *****.*******@*****.***
PROFESSIONAL SUMMARY
Highly experienced Customer Support Specialist with 20+ years of success delivering exceptional customer service in telecommunications, insurance, healthcare, and service-based environments. Proven ability to resolve complex customer issues, retain accounts, exceed performance targets, and navigate multiple systems in high-volume, fast-paced call center operations. Known for professionalism, empathy, accuracy, and consistent adherence to quality, compliance, and productivity standards in onsite and remote settings.
CORE SKILLS
Customer Service and Call Handling • Issue Resolution and Escalations Customer Retention and Loyalty • Account Management Inbound/Outbound Support • CRM and Ticketing Systems Multi-System Navigation • Documentation and Compliance De-escalation and Objection Handling • Quality Assurance Remote Productivity • Time Management
Advanced Microsoft Office Suite
CAREER ACHIEVEMENTS
• Exceeded monthly revenue growth targets by 25% while managing wholesale telecommunications account portfolios
• Retained and supported 75% of enterprise and wholesale customer accounts, driving long-term client satisfaction and revenue continuity
• Implemented process improvements that increased productivity by 35% and reduced operating costs by 80%
• Consistently recognized for delivering superior customer support, issue resolution, and service excellence PROFESSIONAL EXPERIENCE
Insurance Broker – Medicare Specialist (Customer Support Focus) AuzHill Insurance Brokerage — Houston, TX Feb 2024 – Present
• Provide inbound and outbound customer support to Medicare-eligible clients, educating them on health, life, accident, and property and casualty insurance products.
• Resolve coverage questions, enrollment issues, billing concerns, and policy changes while ensuring compliance with CMS and company regulations.
• Build trust-based relationships through consultative needs analysis and empathetic communication.
• Accurately document interactions in CRM systems while meeting quality and productivity standards. Implementation Coordinator / Customer Support Specialist Logix Fiber Networks — Houston, TX July 2001 – Jan 2024
• Delivered high-volume customer support for enterprise and wholesale telecommunications clients, serving as the primary point of contact from order placement through service activation and ongoing support.
• Resolved complex service, billing, provisioning, and technical issues while consistently meeting SLAs, QA standards, and customer satisfaction goals.
• Collaborated with sales, billing, engineering, and field operations teams to resolve escalations and improve service delivery outcomes.
• Exceeded 25% monthly revenue growth targets by strengthening client relationships, identifying retention opportunities, and preventing service churn.
• Maintained accurate documentation across multiple systems while managing concurrent accounts and service tickets in fast- paced environments.
• Recognized consistently for professionalism, responsiveness, and superior customer service performance. Customer Support and Administrative Specialist
Altivia — Houston, TX Sept 2000 – June 2001
• Provided customer-facing support and internal service coordination within a manufacturing and distribution environment. 2 January 20, 2026
• Handled inquiries, documentation, scheduling, and issue resolution while maintaining service accuracy and turnaround standards.
• Implemented process improvements that reduced communication costs by 80% and increased operational efficiency. Customer Support and Executive Services Specialist Enron Corp / Azurix Corp. — Houston, TX June 1994 – Sept 2000
• Supported domestic and international clients, partners, and stakeholders by managing inquiries, documentation, scheduling, and service coordination.
• Served as liaison between executives, internal departments, vendors, and customers to resolve service concerns and ensure satisfaction.
• Coordinated high-profile engagements, contracts, and logistics while maintaining confidentiality and compliance standards. Sales and Customer Support Coordinator
Omnitron International, Inc. — Houston, TX Sept 1990 – Jan 1994
• Delivered sales support and customer service to national and international medical device clients.
• Managed quotations, order processing, customer inquiries, CRM updates, and issue resolution.
• Supported sales forecasting, product launches, trade shows, and customer training events. Property Manager / Customer Relations Manager
Diversified Management Inc. — Kennebunk, ME Aug 1989 – June 1990
• Managed tenant relations, service requests, maintenance coordination, and conflict resolution across residential and commercial properties.
• Ensured timely issue resolution, tenant satisfaction, and operational efficiency. Administrative Assistant II – Finance and Administration (Customer Service Focus) City of Houston — Houston, TX Feb 1989 – Aug 1989
• Supported internal customers and project stakeholders by coordinating payroll system consolidation affecting 20,000+ employees.
• Delivered documentation, training support, and issue resolution to end users. Office Manager / Client Support Specialist
Wheeler and Associates — Houston, TX Aug 1987 – Jan 1989
• Provided front-line client service, account updates, billing coordination, and records management.
• Assisted with accounting functions and operational support. Expediting Manager / Customer Operations Specialist Behring International ARAMCO Services Division — Houston, TX Mar 1976 – May 1987
• Led teams responsible for international shipment coordination, documentation processing, and customer communication.
• Resolved service issues, optimized workflows, and improved turnaround times across global operations. EDUCATION
University of Houston — Houston, TX
University of Phoenix — Houston, TX
Coursework in Business Management
TECHNOLOGY
CRM Platforms • Call Center Systems • Ticketing Tools Microsoft Office (Word, Excel, Outlook) • Google Workspace VoIP and Dialer Systems • Zoom, Teams, WebEx
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