Alonza Washington-Goudy

• Assisted clients in resolving account issues and enhancing customer satisfaction.
• Developed retention strategies to engage customers and reduce churn rates.
• Analyzed customer feedback to identify trends and improve service quality.

Built Rapport

• Developed strong client relationships through regular site visits and follow-ups.
• Conducted product demonstrations to showcase equipment features and benefits.
• Managed customer inquiries and provided timely solutions to service requests.

• Scheduled and confirmed 100-120 patient appointments per week using EMR software.
• Verified insurance for 50+ patients daily and ensured eligibility documentation was accurate and timely.
• Maintained a 99% appointment accuracy rate by proactively managing provider calendars and patient communications.
• Reduced patient no-show rate by 20% through timely reminder calls and proactive rescheduling.
• Answered phones in a courteous manner while providing excellent customer service.
• Assisted customers with inquiries and complaints in a professional manner.

• Responded to 60-80 crisis calls and chats weekly, providing immediate emotional support and intervention.
• De-escalated 95% of high-risk situations without the need for emergency intervention.
• Accurately documented all interactions within 15 minutes of call completion, maintaining 100% compliance with reporting standards.
• Collaborated with local emergency services in 15+ cases to ensure client safety and follow-up.

• Supported 20+ patients weekly in setting and achieving personal recovery goals.
• Helped increase patient engagement in care programs by 30% through individualized coaching.
• Coordinated care plans with medical staff for over 100 patients during tenure, improving patient retention.
• Led monthly recovery workshops with 10-15 participants to foster community support and resilience.

• Scheduled and managed over 200+ test drives and sales appointments, maintaining detailed CRM records.
• Consistently exceeded monthly sales targets by 15-20% through proactive lead follow-ups and personalized consultations.
• Achieved a 92% customer satisfaction rating based on post-sale surveys.
• Generated over $500,000 in vehicle sales revenue during employment period.