Anna Goodwin
Eugene,OR
Summary
Dynamic and results-oriented Customer Success professional with a proven track record of driving customer satisfaction, loyalty, and growth. Expertise in managing API integrations, optimizing customer support processes, and delivering tailored solutions to complex challenges. Adept at leveraging data-driven insights to enhance customer experiences and identify strategic opportunities for expansion. Recognized for successfully integrating tools like Zendesk and Intercom to improve operational efficiency and reduce response times. Skilled in fostering strong client relationships, negotiating favorable outcomes, and aligning cross-functional teams to achieve business objectives. Passionate about delivering exceptional service, championing customer advocacy, and driving measurable results in fast-paced, technical environments.
Overview
6
6
years of professional experience
Work History
Credit Repair & Debt Settlement Specialist
Various
06.2024 - Current
- Assisted clients in negotiating and settling outstanding debts, achieving an average debt reduction of 60%.
- Provided personalized credit repair strategies, resulting in improved credit scores for 85% of clients.
- Built strong relationships with creditors and developed expertise in financial regulations and negotiation tactics.
- Maintained a high level of client satisfaction by delivering tailored financial solutions.
IAPDA Certified Debt Specialist
Beyond Finance
04.2024 - 06.2024
- Effectively managed high-stress situations involving distressed clients by exercising empathy, patience, and professionalism at all times.
- Improved customer satisfaction levels by providing personalized financial advice and debt management solutions.
- Guided customers through financial strategies, tailoring solutions to meet individual needs.
- Analyzed customer profiles to identify opportunities for improvement, achieving high satisfaction rates.
- Consistently exceeded KPIs, including sales and quality assurance metrics.
- Managed approximately 20 incoming calls per day from clients and potential clients.
Negotiations Specialist
Beyond Finance
09.2023 - 04.2024
- Advocated on behalf of customers to secure optimal settlements, achieving optimal savings up to 75%.
- Provided detailed financial insights for clients and internal teams, ensuring strategic alignment.
- Maintained relationships with key stakeholders to improve negotiation outcomes and client satisfaction.
- Maintained current understanding of market conditions, compliance standards and best practices.
Customer Experience Specialist
Zip Co (previously Quadpay)
08.2019 - 05.2023
- Conducted in-depth analysis of customer feedback to develop strategic improvements.
- Collaborated with cross-functional teams to enhance customer experience and reduce operational costs by $2M annually.
- Built a comprehensive knowledge base and handled escalations requiring technical problem-solving.
- Achieved higher employee retention rates in our contact centers by establishing comprehensive training programs that fostered professional development.
- Spearheaded the setup and optimization of API integrations between Zendesk and Intercom to streamline customer support workflows and improve response times.
- Designed and implemented custom configurations to ensure seamless data synchronization between platforms, enhancing operational efficiency.
Support Hero II
LionDesk
09.2018 - 08.2019
- Supervised and mentored a team to address complex software-related customer issues.
- Acted as a liaison between customers and development teams, advocating for product enhancements.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Managed a high volume of 50 phone calls and 80+ tickets daily, consistently providing exceptional customer support.
- Assumed the additional responsibility of secondary billing specialist, effectively managing billing processes and supporting the team when there was a shortage of resources.
- Managed integrations-related inquiries and guided customers through integrations, especially with Zapier.
- Quickly learned new skills and software and applied them to daily tasks, improving efficiency and productivity.
Skills
- Cross-departmental collaboration
- SaaS platforms
- Categorical data analysis
- Remote technical support
- Spreadsheets expertise
- Client relations and customer service
- Zendesk expertise
- Salesforce experience
- Zapier wizard
- API integration expertise
Accomplishments
- Collaborated with cross-functional teams in the implementation of new chat functions for customers within a tight 1 month window.
- Achieved $2 million in annual savings by introducing Intercom for the company's live chat functions.
- Spearheaded fresh processes for 4 new creditors through effectively communicating and building relationships with the representatives.
Timeline
Credit Repair & Debt Settlement Specialist
Various
06.2024 - Current
IAPDA Certified Debt Specialist
Beyond Finance
04.2024 - 06.2024
Negotiations Specialist
Beyond Finance
09.2023 - 04.2024
Customer Experience Specialist
Zip Co (previously Quadpay)
08.2019 - 05.2023
Support Hero II
LionDesk
09.2018 - 08.2019