Amie Godwin
Douglas,USA
Summary
Quality Assurance Specialist with a proven track record at Penske, dedicated to enhancing team performance, in order to assist them with their growth and celebrating all their achievements, while enhancing their skills to promote customer satisfaction. Expertise in project management and effective communication has driven significant improvements in service delivery. Strong adaptability and leadership development skills foster continuous process optimization and a culture of professional growth.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Quality Assurance Coach
Penske Truck Leasing
Reading, PA
08.2023 - Current
- Conducted quality assurance audits of customer service representatives to ensure compliance with company policies and procedures.
- Provided feedback to customer service team on areas needing improvement.
- Monitored customer service calls to ensure adherence to quality standards.
- Collaborated with other departments on strategies for improving customer experience.
- Coached customer service reps on techniques for resolving customer issues quickly and efficiently.
- Assisted in the implementation of new software systems used by the department. (CRM)
- Provided guidance on how best practices can be applied in order to increase efficiency and accuracy.
- Reviewed process documentation regularly and provided feedback regarding potential improvements or gaps in current processes.
24/7 Coordinator for Penske Roadside dept.
Penske
03.2022 - Current
- Responsible for completing the necessary tasks to provide emergency roadside assistance to our customers
- This role requires my dedication to find both a safe and timely solution for their drivers' breakdowns anywhere in the US and Canada
- We commit to finding the best solution to guarantee limited downtime, ensuring our customers meet their deadlines
- Ability to handle a high volume inbound phone interactions
- Be able to assess the current vehicle failure, along with the driver and customer to determine the selection of the correct vendor to service the breakdown
- Maintaining professionalism with both inbound and outbound interactions from start to finish with all those who communicate with our department
- Be able to provide appropriate, clear, and complete documentation of each interaction and update all encountered parties to make the plan of action clear and concise
- Must be proficient while engaging with Penske 24/7 peers and leadership on a daily basis
- Effective communication is a must
- Must be a problem solver as well as a divergent thinker
- The ability to provide appropriate, clear, and complete documentation of each interaction and update encountered
- Assess the current state of a specific breakdown
- Observing key deadlines, to make sure all customers are taken care of within the least amount of downtime
- This also includes maintaining driver safety, and customer commitments
- Can not be afraid to seek advice when planning and be able to take constructive criticism well
- Always, expect the unexpected, be prepared to consider all logical outcomes, and be prepared for all scenarios that may arise
- I began floating mentoring towards the beginning of the year and am now a dedicated mentor within the department
- A role that allows me to utilize my past skills as a training officer
- I am able to guide, encourage and lead new coordinators as they ease onto the floor
- A role that I enjoy immensely
- Being able to witness them gain confidence in their decision-making skills gives me a sense of pride and assurance that they will become vital and dependable members of our team
Freelance Graphic Designer
Amie L Godwin Designs
Douglas, GA
07.2016 - 01.2022
- Freelance Graphic Designer that can make logos, stationery, flyers, business cards, advertisements, pamphlets etc
- Adobe Creative Suite, Microsoft Word
EMT-I 85
Care Ambulance dba Lifestar Response
Tucker, Georgia
01.2008 - 10.2009
- Company Overview: Healthcare Services
- Care provided the 911 backup contract for DeKalb County Fire Rescue
- We were first on the scene
- Responded with the Engine as well as provided transport for BLS calls
- Provided Emergency calls and backup 911 for DeKalb Fire Rescue by providing patient care in accordance with company policies, procedures, protocols, guidelines, directives, and standards
- Maintained working knowledge and proficiency in anatomy, physiology, pharmacology, and other standards of care specific to the employee's level of certification
- Responded to all assigned calls in an appropriate, safe, and efficient manner
- Completed required documentation, obtain appropriate signatures, and submit documentation as required for each assigned call at the end of each assigned shift
- Efficiently utilized supplies and equipment according to departmental guidelines; including the efficient operation of all basic life support equipment, properly logging in and out equipment, cleaning, and restocking units, and reporting possible abuse or damage of equipment to the Field Operations Supervisor
- Maintained thorough working knowledge of local geography and the ability to read maps, street, and grid books
- Ensured the unit and equipment are consistently maintained in a clean, organized, and ready condition after each response
- Shall ensure proper fuel, fluid, and tire pressure levels at all times
- Report vehicle equipment damage or malfunctions as outlined in the operations standard operating procedures
- Completed all station duties and maintained crew quarters in neat and serviceable conditions
- Perform all of the above functions in accordance with established financial and operational plans and goals pertaining to cost-effectiveness and efficient management
- Was prompt and maintained regular attendance at work
- Performed other duties as assigned
- Able to multitask
- Work under pressure, Work well with others and take order and direction
- Have a take-charge attitude
- Healthcare Services
- Field Training officer, duties included but were not limited to, orientating all new employees on company policies and procedures both in the field and educational needs
- Teaching them proper radio traffic, vehicle maintenance, and operation, and overseeing patient care techniques
- Assessing their progress, reporting to supervisors of their progress, ensuring they adhere to protocols and policies, and procedures within the company and the state
- Keeping employee training up to date
- Included leading training classes and events to maintain their credentials as an EMT
- Able to work on a Toughbook for all EPCRS
- Provided instruction and guidance to newly assigned personnel in the field.
Education
Bachelor's Degree - Bachelor of Science Graphic Design
Independence University
Utah07.2016
Certification -
Medix-EMT-I
Smyrna, Georgia05.2007
High School or equivalent - College Prep Courses
Auburn High School
Auburn, Massachusetts01-1998
Skills
- Team leadership
- Quality assurance expertise
- Training and mentoring
- Coaching and mentoring
- Effective communication
- Clear communication
- Quality assurance
- Employee performance reviews
- Leadership development
- Coaching and development
- Adaptability and flexibility
- Critical thinking
- Self motivation
- Organizational skills
- Teamwork and collaboration
- Decision-making
Certification
EMT I 85, 05/01/07, Medix, Completed EMT-I 85 course.
References
References available upon request.
Timeline
Quality Assurance Coach
Penske Truck Leasing
08.2023 - Current
24/7 Coordinator for Penske Roadside dept.
Penske
03.2022 - Current
Freelance Graphic Designer
Amie L Godwin Designs
07.2016 - 01.2022
EMT-I 85
Care Ambulance dba Lifestar Response
01.2008 - 10.2009
Bachelor's Degree - Bachelor of Science Graphic Design
Independence University
Certification -
Medix-EMT-I
High School or equivalent - College Prep Courses
Auburn High School