Ava D. Goodman

Operations & Customer Service/Experience Management

• Manage comprehensive customer service operations spanning initial inquiry through project closeout, fielding 300+ weekly customer interactions across multiple communication channels (phone, email, SMS, web portal)
• Provide white-glove service coordination for emergency situations, triaging after-hours service calls and dispatching appropriate technical resources to ensure business continuity for clients during power outages or electrical failures.
• Deliver proactive technical support through remote fleet monitoring system, identifying equipment issues before customer impact and coordinating preventive service interventions
• Process and review daily technician paperwork for billing accuracy, serving as quality control checkpoint for all completed jobs

CRM & Sales Pipeline Management

• Oversee Pipedrive CRM system serving as central hub for lead tracking, sales pipeline visibility, and revenue forecasting across all marketing channels
• Maintain data integrity across CRM platform, ensuring accurate lead source attribution, stage progression tracking, and conversion analytics that inform marketing ROI decisions
• Generate pipeline reports and lead performance metrics, providing visibility into marketing effectiveness and identifying optimization opportunities

Marketing & Brand Management

• Direct comprehensive marketing strategy encompassing traditional media (television, billboard advertising) and digital channels (social media, email marketing, website), creating cohesive brand presence across all customer touchpoints
• Launched and managed multi-platform integrated advertising campaigns including Comcast TV commercial production and deployment, and strategic billboard placements across service territory to drive brand awareness and drive measurable lead generation growth
• Develop and execute content marketing strategy across company social media platforms, creating engaging posts that showcase services, educate customers, and build community engagement
• Design and deploy targeted email marketing campaigns via Constant Contact, creating custom templates and segmented messaging that drive customer retention, upsell opportunities, and service reminders
• Developed email marketing automation workflows that streamline customer communication and increase engagement with service offerings
• Administer company website including content updates, lead capture form optimization, and user experience enhancements to maximize conversion rates from web traffic
• Manage inbound lead flow from website inquiries, ensuring rapid response times and seamless handoff to sales process

Lead Management & Sales Support

• Execute time-sensitive lead qualification process for manufacturer-generated prospects, achieving first contact within critical 48-hour acceptance window to maximize conversion opportunity
• Conduct needs assessment consultations with prospective customers, gathering technical specifications and project requirements that enable estimations to deliver accurate proposals on first visit
• Create the customer in scheduling software and schedule each salesman for their initial appointment providing them with imperative information for the sale
• Implement systematic new customer onboarding protocols, including service agreement execution and CRM profile creation, establishing foundation for long-term client relationships
• Manage new customer onboarding including Take-Over Service Agreements and account setup in HouseCall Pro system

Regulatory Compliance & Documentation

• Navigate complex municipal permitting landscape across multiple jurisdictions, coordinating electrical inspections with seven different inspection agencies and ensuring compliance with varying township requirements
• Manage warranty claim documentation and submissions through manufacturer systems, maintaining meticulous records to support revenue recovery and customer satisfaction
• Process digital signature workflows for contracts, permits, and service agreements, ensuring legal compliance and accelerating document turnaround time

Scheduling & Internal Process Management

• Orchestrate end-to-end operational workflows scheduling and routing the daily installations and service appointments, in addition to 350+ monthly generator maintenance appointments across service territory, optimizing technician efficiency by geographic zone
• Implementing systematic tracking protocols that ensure zero missed deliverables and maintain 100% billing accuracy
• Establish and maintain quality assurance processes for field technician documentation, serving as critical checkpoint between field operations and billing department to eliminate revenue leakage
• Design and execute geographic routing strategies for monthly maintenance schedules, optimizing technician productivity and reducing travel time through zone-based appointment clustering
• Manage estimate scheduling for new generator installations, responding to leads within 48-hour windows to maximize conversion rates
• Coordinate installation timelines including permit applications, electrical inspections, and final inspections with multiple municipal agencies
• Streamlined inspection coordination workflow across seven municipal agencies, reducing project completion delays

Technology & Systems Administration

• Administer Mobile Link fleet management platform for 200+ customer generator installations, performing device activation, registration, and ongoing monitoring of system health indicators
• Maintained customer retention through proactive fleet monitoring program, identifying and resolving equipment issues before service disruption
• Leverage multi-platform technology stack (HouseCall Pro CRM, PowerPlay lead management, DocuSign, Mobile Link) to create seamless information flow across customer lifecycle stages
• Analyze error code data from remote monitoring systems and translate technical diagnostics into actionable customer communications with clear service recommendations & interventions.
• Activate and register new generator installations on Mobile Link platform, managing activation codes and technical documentation
• Maintain warranty claim documentation and submissions through Generac systems, ensuring compliance with manufacturer requirements

Administrative Systems Management

• Maintain comprehensive job tracking system using daily logbooks and digital platforms (HouseCall Pro) to ensure no work orders fall through gaps
• Process DocuSign agreements for permits, contracts, and customer documentation
• Led process improvement initiatives, streamlining administrative functions for increased productivity.
• Implemented comprehensive daily tracking system that reduced missed paperwork incidents by 100% and accelerated billing cycle
• Generate monthly lead reports and maintain spreadsheets for electrical estimates and generator repairs
• Trained new administrative staff on office protocols and software applications for seamless integration.
• Managed scheduling, prioritizing tasks to align with project deadlines and departmental goals.
• Coordinated daily office operations to enhance workflow efficiency and team collaboration.

• Greet patients and perform patient check-in
• Check-out and schedule patients after visit completion Maintain participant profiles in the site’s clinical trial management system (CTMS)
• Ensure front desk paperwork is completed prior to the start of screening visits
• Request medical records for participants to be screened
• Ensure completion of final feedback forms by patient at the last study visit
• Maintain green charts and 3-month follow up paperwork for participants post-study participation
• Upload documents into participants CTMS file (front desk PW, medical/pharmacy records, final feedback forms, etc.)
• Receive and manage mail/packages that arrive by courier or other entities
• Schedule courier pick ups for the office
• Ensure waiting room is presentable for patients/visitors (blinds open, fish tank on, seats/floor/surfaces clean) Manage and order office supplies
• Ensure regular office maintenance is completed (HVAC, fish tank, water coolers, air purifiers, plumbing/backflow, etc.)
• Maintain biohazard and Shred-it pick-ups and complete necessary documentation for study purposes if study drug or source is destroyed
• Maintain Healthfirst stat kit (restock supplies, check expiration dates)
• Arrange and schedule all staffing events, travel/ hotel accommodations for conferences, dinners, lunches, Christmas party, etc.
• Daily emails (~25-50 emails)

• Organized, paid, and managed all bills and cost expenditures
• Managed Loss and Prevention
• Assigned all contractors to each job and created each work schedule for all contractors
• Assisted with submitting Payroll each week
• Made and took all calls related to the business, relaying messages to the CEO
• Completed miscellaneous tasks CEO needed taken care of

• Worked with Internet Marketing Team on content development & maintaining 26 acute care hospital websites
• Completed Market Research to help guide strategic planning and design for websites, as well as development towards upgrading the Physician Referral program
• Compiled Analytics to track website performance and return on investment
• Created and developed site maps to establish the foundation for seven new hospital websites
• Learned how to use Content Management System based on Drupal
• Developed user manual for Content Management System
• Created web pages using Content Management System
• Managed all of the companies current accounts of Social Media which included Facebook, Twitter, LinkedIn, Instagram, etc.
• Analyzed and presented data to optimize operational and marketing strategies to be promoted through the medium of Social Media.
• Contributed to process of setting goals and organizing teams to focus on each goal.
• Strategized social media and web presence initiatives
• Explored the strategic development, implementation, and monitoring that goes into the rising field of Social Media