Doris Reed
Hampton
Summary
Proven leader, adept in managing high-stakes customer interactions and lead teams to exceed performance targets. Specializes in problem-solving and data entry, ensuring customer satisfaction and loyalty through effective resolution of complex issues. Demonstrated ability to work independently, achieving and surpassing company goals with a focus on results.
Overview
24
24
years of professional experience
Work History
Customer Service Advocate
Verizon Wireless
05.2011 - 08.2023
- Demonstrated superior experience by addressing and resolving customers concerns in a timely manner.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained and exceeded monthly quota required to produce exceptional customer experience.
- Helped and educated customers on various products and services based upon their needs to ensure customer satisfaction.
Executive Relations Representative
Verizon Wireless
09.2009 - 05.2011
- Handled a large volume of Agency complaints addressed to the Better Business Bureau, Attorney General, Public Service Commissioner in a timely manner.
- Resolved escalated complaints addressed to the. Regional President promptly.
- Researched and offered satisfactory resolutions beneficial to customer and company.
- Prepared necessary documents and reports for court cases.
Lead Customer Service Representative
Verizon Wireless (FKA: Price Communications)
10.1999 - 09.2009
- Managed a small team of customer service representatives, consistently achieved performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and provided timely solutions.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Actively listened to internal and external customers, addressed concerns professionally and satisfactorily, resulting in increased loyalty, repeat business and NPS.
Education
High School Diploma -
Ridge Spring Monetta High School
Monetta, South Carolina2034
Skills
- Call center experience
- Data Entry
- Work Independently
- Problem-solving abilities
Timeline
Customer Service Advocate
Verizon Wireless
05.2011 - 08.2023
Executive Relations Representative
Verizon Wireless
09.2009 - 05.2011
Lead Customer Service Representative
Verizon Wireless (FKA: Price Communications)
10.1999 - 09.2009
High School Diploma -
Ridge Spring Monetta High School
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