Rachel Tafoya has over 16 years of experience in call center and customer service environments, including 15 years in a supervisory role. She provides support to management on day-to-day operations and special projects. Tafoya has strong analytical skills, problem-solving ability, and experience resolving escalated customer issues. She is well-versed in quality management, process improvement, and team leadership, including training and performance reviews.

1. RACHEL D. TAFOYA
720-234-3043
rdtafoya@msn.com
SUMMARY OF QUALIFICATIONS
Possess 16 plus years experience in a call center environment, 15 years in a supervisory role.
Experience includes quality management and process improvement. Support management with
day to day business activities and special projects. Provide account support for large and medium
size business as well as Government/Education customers. Possess strong analytical/problem
solving ability. Resolve escalated issues from teams and customers. Well developed
communication and assessment skills. Excellent customer services skills. Very experienced
working on self-managed projects or as a team member. Provide team supervision including
training of new team members, conducting team meetings, providing direction on a variety of
issues and problems and writing and delivering performance reviews.
PROFESSIONAL EXPERIENCE
Verizon – Highlands Ranch, CO
October 1999 to Present
Supervisor – Customer Care
2001 - Present
• Supervise team of 12 people.
• Assist Manager in day to day support of Account Maintenance, Verizon Enterprise Center
Helpdesk and Main ACD for Former Verizon and MCI services
• High level of authority to work out processes and provide resolutions to ensure customer
satisfaction
• Assist internal and external users with training and technical issues on company online
portal via phone, chat or web conference
• Assist Six Sigma Black Belt team with multiple VLSS projects to enhance processes and
retain revenue.
• Work in conjunction with customers to improve customer satisfaction.
• Attend and conduct weekly meetings with Management and team.
• Provide on-site training and documentation for new team members for Verizon domestic
and off shore locations
• Performance reviews and disciplinary responsibility.
• Track attendance and performance of team.
• Provide monthly productivity and quality reports to management.
• Review and approve credits processed.
Local Project Manager
2000 – 2001
• Act as single point of contact to process and track install/change/disconnect of Local
services for Enterprise and Medium business customers, including PRIs, POTs, and RCF
to ensure processed in timely manner.
• Work with customers and internal teams to coordinate test and turn up.
• Conduct status updates to customers utilizing conference calls and email and phone call.

2. • Assist customers with billing issues, including issuing and tracking to completion credits
or refunds if needed.
RACHEL TAFOYA
Page 2
Customer Service Rep - Lead
1999 – 2000
• Answer 30 – 50 inbound customer calls daily
• Assist customers with billing reviews and simple maintenance requests.
• Handle escalated calls from customers regarding billing or service issues.
• Assist supervisor with team training.
Computer Software Experience
MicroSoft Office Suite 2010
Internet Explorer
LNP Gui
ETMS ticket tracker software
Intergraded Customer Inquiry Console Web program
Sales Force.com sales tool
Training
ISO9000
Lean Six Sigma / Agile Methodology
Various Leadership and Project Manager training
Monitor and Verify CPNI processes
7 Habits of Highly Effective people
Education
2010 Cisco Pre Certification Course – WestWood College
2000 Windows NT Course - Red Rocks Community College
1996 Medical Assistant Certification - Denver, Co
1993 Diploma Chatfield High School - Denver, Co