Autumn Goodman
Kingsport,TN
Summary
Dynamic customer service professional with a proven track record at Bank of America, excelling in problem resolution and active listening. Recognized for enhancing customer satisfaction through effective communication and multitasking in high-pressure environments. Committed to fostering teamwork and delivering exceptional service while maintaining attention to detail and adaptability.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
5
5
years of professional experience
Work History
CMR
California Marketing Group
02.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
CSR
FLS
03.2023 - 05.2023
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
CSR
Sitel
08.2022 - 12.2022
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
CSR
Bank of America
08.2021 - 05.2022
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Answered constant flow of customer calls with minimal wait times.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
Total Case Specialist
KIA Corporate
09.2020 - 09.2021
- Maintained strict confidentiality of sensitive information, adhering to legal regulations and company policies.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices in case management.
- Established strong relationships with clients, understanding their needs and advocating on their behalf.
- Assisted in training new Case Specialists to ensure consistent quality of work across the team.
- Improved case resolution times by streamlining workflow processes and prioritizing tasks effectively.
- Scheduled follow-up and rescheduled appointments for examinees.
Education
Dobyns Bennett
Kingsport, TN05-2006
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Attention to detail
- Critical thinking
- Excellent communication
- Computer skills
- Multitasking Abilities
- Calm under pressure
- Active listening
- Problem resolution
- Verbal communication
Timeline
CMR
California Marketing Group
02.2024 - Current
CSR
FLS
03.2023 - 05.2023
CSR
Sitel
08.2022 - 12.2022
CSR
Bank of America
08.2021 - 05.2022
Total Case Specialist
KIA Corporate
09.2020 - 09.2021
Dobyns Bennett
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