Summary
Overview
Work History
Education
Skills
Timeline
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Casondra Goodrich

Summary

I have a strong dedication to helping customers resolve issues and cultivating a positive image of the company . I excel in both team environments and alone. I have a proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers.

Overview

7
7
years of professional experience

Work History

Tier 1 Technical Support Representative

Notarize/Proof
03.2022 - Current
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
  • Reduced call resolution time by effectively troubleshooting software and hardware problems.
  • Maintained detailed records of customer interactions, noting solutions provided for future reference.
  • Collaborated with teammates to identify recurring issues and develop long-term solutions.
  • Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.

Client Services Representative

Invesco Aim Investment Services
03.2020 - 02.2022
  • Enhanced client satisfaction by providing timely and accurate information on products and services.
  • Streamlined processes for efficient client communication, resulting in improved customer retention rates.
  • Collaborated with cross-functional teams to resolve complex client issues quickly and efficiently.
  • Managed a portfolio of high-value clients, ensuring their needs were met and fostering long-term relationships.

Customer Service Representative

CPAP.com
03.2017 - 03.2020
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Education

High School Diploma -

Radford High School
Honolulu, HI
05.2002

Skills

  • Performance Monitoring
  • Continuous Learning
  • System Administration
  • ITIL Knowledge
  • Remote Support
  • Customer Service
  • Critical Thinking
  • Software Knowledge
  • Hardware Diagnostics
  • Escalation Procedures
  • Operating Systems
  • Problem Solving
  • Application Support
  • Help Desk Support
  • Online Chat Support

Timeline

Tier 1 Technical Support Representative

Notarize/Proof
03.2022 - Current

Client Services Representative

Invesco Aim Investment Services
03.2020 - 02.2022

Customer Service Representative

CPAP.com
03.2017 - 03.2020

High School Diploma -

Radford High School

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Casondra Goodrich