Austin Goates
Saratoga Springs,United States of America
Summary
With over 10 years of customer service experience, I have developed strong adaptability to various roles. Thriving in high-stress situations, I handle difficult conversations with grace. My results-driven approach consistently positions me as a top producer in every role. Attributing sales growth in previous positions to effectively motivating colleagues to surpass targets.
Overview
12
12
years of professional experience
Work History
Process Lead
Hexcel
10.2022 - Current
- Observed safety practices and upheld standards.
- Inspected products and machines to maintain quality and efficiency.
- Made sure that products were produced on time and are of good quality.
- Supervised a group of 2-3 people to assist in running heavy machinery.
- Alleviated scrap by more than 20% by introducing no practices
Secondary Specialist
Mountain America Credit Union
06.2020 - 10.2022
- Posted mortgage rates daily and updated throughout the day when necessary
- Locked in mortgage rates for loan officers and provided changes to loans
- Answered phone calls from loan officers and provided assistance when needed
- Implemented strategies to improve performance, accuracy, and quality
- Reduced task time by 50%
Advocate Specialist
Goldman Sachs
08.2019 - 06.2020
- Handled escalation calls and chats from customers
- Worked complaints from customers and followed with resolutions
- Provide guidance to agents surrounding policies and procedures
- Active team participant for the Employee Satisfaction Initiative, giving input to new ideas and implementing activities to help drive increases in productivity
- Provided to the fraud department by taking level 1 incoming calls from members claiming fraud
Team Lead Customer Service
Mountain America Credit Union
02.2017 - 02.2018
- On a team of about 15 people, coached colleagues to up their sales performing goals often yielding 15-20% increase
- With using emotional intelligence to assist with difficult and high stress phone calls.
- Assisted taking incoming calls as needed by the business.
- Collaborated with management on projects to improve sales numbers.
Account Resolution Manager
Mountain America Credit Union
07.2013 - 02.2017
- Assisted in training new employees, ensuring job knowledge and customer service skills
- Assisting internal members on how to find solutions to their problem
- Assisted with training new agents in a pod environment
- Handled incoming call escalations from external members and used problem solving skills to resolve the issue
- Averaged 130 calls per day
Education
Associates - Science
Salt Lake Community College
Taylorsville09.2019
Skills
- Training
- Customer Service
- Problem Solving
- Leadership
- Coachable
- Adaptable
- Emotional Intelligence
- Dependable
- Top Producer
- Sales
Timeline
Process Lead
Hexcel
10.2022 - Current
Secondary Specialist
Mountain America Credit Union
06.2020 - 10.2022
Advocate Specialist
Goldman Sachs
08.2019 - 06.2020
Team Lead Customer Service
Mountain America Credit Union
02.2017 - 02.2018
Account Resolution Manager
Mountain America Credit Union
07.2013 - 02.2017
Associates - Science
Salt Lake Community College
Similar Profiles
Justin McQuillanJustin McQuillan
Process Specialist at HexcelProcess Specialist at Hexcel
Naomi CarrizoNaomi Carrizo
Intern at HexcelIntern at Hexcel
Todd SlatenTodd Slaten
Machine Operator/ Receiving Operator at HexcelMachine Operator/ Receiving Operator at Hexcel
April MaeApril Mae
Director of Paid Social at Bridge & BlossomDirector of Paid Social at Bridge & Blossom
Rene NgehRene Ngeh
IT Support staff at Kapava LLCIT Support staff at Kapava LLC