Rayviana Roundtree
Phoenix
Summary
Reliable, hardworking and experienced Customer Support Specialist with over 6 years of experience in fast past call center environments, including remote roles. Skilled in using multiple systems, troubleshooting problems, resolving technical and billing issues and assisting in team training. Able to multitask across call, emails and chats while staying focused on customer satisfaction and efficiency.
Overview
7
7
years of professional experience
Work History
Support Coach / Customer Service Representative
iQor
Tempe
10.2023 - 04.2025
- Verizon
- Handled high-volume inbound and outbound calls supporting Verizon mobile customers.
- Ported phone numbers across carriers, resolved porting discrepancies, and ensured successful transitions.
- Assisted with billing disputes, plan changes, line activations, and technical support.
- Processed promotions, added perks, and handled escalated calls with care and professionalism.
- Promoted to Support Coach: mentored and coached new agents, assisted with QA feedback, and tracked agent performance.
Enterprise Care Center Representative
State Farm
Tempe
08.2021 - 06.2023
- Managed Incoming calls/chats and emails.
- Processed payments, handled policy changes and password resets.
- Educated customers on coverage options, discounts and policy benefits.
- Supported cross-functional teams and handled 98% of escalated calls independently.
- Handled billing disputes or payment issues that could lead to cancellation
Customer Service Representative Level 2
Randstad/
Tempe
10.2020 - 01.2021
- Randstad USA (Target)
- Handled incoming/outbound calls, chats and emails.
- Managed product inquiries, inventory check, and return/replacement processes.
- Tracked orders and communicated status updates.
- Documented all customer interactions through systems and tools.
- Walked customers through steps to reset passwords, update info or navigate their accounts
- Assisted with profile setup
- Helped customers troubleshoot issues with Target app, website and online ordering.
Customer Service Representative
McKesson
Scottsdale
07.2018 - 04.2019
- Handled incoming/outbound calls, emails and chats.
- Assisted healthcare providers, pharmacies and patients with orders, shipping and products inventory.
- Assisted customer with navigating accounts.
- Educated customers on McKesson products, service’s and online ordering.
- Navigated internal accounts to update account info and track shipments.
Education
High School Diploma -
MGRM Pinnacle
Tempe, AZ05.2017
Skills
- Inbound/Outbound Call Handling
- Escalation Management
- Porting & Technical Troubleshooting
- CRM & Microsoft Office Proficiency
- Conflict Resolution
- Remote Coaching & Team Support
- Multitasking in Fast-Paced Environments
- Active Listening & Clear Communication
Timeline
Support Coach / Customer Service Representative
iQor
10.2023 - 04.2025
Enterprise Care Center Representative
State Farm
08.2021 - 06.2023
Customer Service Representative Level 2
Randstad/
10.2020 - 01.2021
Customer Service Representative
McKesson
07.2018 - 04.2019
High School Diploma -
MGRM Pinnacle