Amanda Goins
Missouri City,Texas
Summary
Customer-focused United States Army veteran committed to exceeding customer expectations, enhancing satisfaction, and fostering loyalty. Possesses a solution-oriented mindset complemented by meticulous attention to detail, effectively addressing diverse concerns. Proven expertise in research, documentation, and problem-solving, combined with the ability to build rapport with clients as a solid team player. Articulate and enthusiastic, driven by a passion for cultivating partnerships and contributing to organizational success through exceptional relationship-building skills.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Alegre Home Health Care, LLC
02.2021 - 10.2025
- Took inbound sales calls and transferred those calls to the appropriate sales personnel
- Handled customer questions and also engaged in customer service activities
- Arranged to have support documents mailed out to corporate customers
- Helped to act as liaison between the sales department and potential new customers
- Interacted with customers through live chat
- Kept records of customer complaints
- Handled an average of 55 emails, inbound calls, and outbound calls
- Booked appointments
- Managed customer accounts
- Handled billing issues and order inquiries
- Processed customer payments by entering credit card information in system.
- Documented customer information and activity in customer database.
- Assisted with new patient registration and appointment scheduling.
- Updated information and details of calls and inquiries in customer service database for future reference.
- Maintained composure and patience in dealing with aggressive customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Active Duty Soldier
United States Army
12.2016 - 12.2020
- Secured and protected military property, assets, and personnel.
- Coached and mentored new recruits for motivated, high-performing teams.
- Maintained awareness of subordinates' personal problems and shortcomings, supporting personal and professional growth.
- Coordinated with unit leadership and direct superiors for taskings and managed subordinates to execute.
- Upheld code of conduct and maintained professionalism in stressful situations.
- Oversaw utilities manual records to perform stock control and accounting duties.
- Trained in conflict resolution among subordinates, equals and superiors.
- Rated job performance for 20 subordinates providing timely and effective feedback.
Residential Mortgage Banker
JPMorgan Chase
01.2010 - 08.2016
- Reviewed loan files and updated to match current standards.
- Explained different types of loans pertaining to client situations.
- Fielded customer complaints and provided solutions.
- Worked with underwriters to fix application problems and resolve issues.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Checked loan documents for accuracy prior to closing.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Monitored pipelines to track and log status of loans.
Education
College Degree - Law & Society
Houston Community College
Houston, TX12-2016
Skills
- CRM software
- Customer service
- Sales management
- Banking sales
- Cash handling
- Billing Support
- Inbound Call Handling
- Payment Processing
- Customer Database Documentation
- Technical Troubleshooting
Timeline
Customer Service Representative
Alegre Home Health Care, LLC
02.2021 - 10.2025
Active Duty Soldier
United States Army
12.2016 - 12.2020
Residential Mortgage Banker
JPMorgan Chase
01.2010 - 08.2016
College Degree - Law & Society
Houston Community College