Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

CLELA GOOCH

Calumet Park

Summary

Dynamic professional with extensive managerial experience excelling in customer service and problem-solving. Proven ability to lead cross-functional teams and enhance client satisfaction through meticulous attention to detail and effective communication. Skilled in Microsoft Office and adept at training staff, fostering a motivated and high-performing environment.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Lead ADSP

Envision Unlimited
12.2021 - Current
  • Administered medications meticulously, ensuring adherence to protocols, and maintaining accurate records for the well-being and safety of individuals under care.
  • Provided compassionate assistance with personal care routines, establishing trust and rapport to create a supportive and dignified environment for clients.
  • Shop for groceries, plan and assist with meals, considering dietary requirements, and meeting nutritional needs in alignment with individual preferences and health considerations.
  • Guided shopping trips with attentive support, facilitated access to various necessities, and organized outings to promote community engagement and social inclusion.
  • Scheduled and accompanied individuals to medical appointments, ensuring timely access to healthcare services, and collaborating with healthcare professionals for seamless support.
  • Contributed to planning and executing celebrations for holidays and birthdays, creating memorable experiences, and enhancing individuals' overall quality of life.
  • Collaborated effectively with the team to create a supportive and cohesive environment, enriching the overall well-being and experiences of individuals with mental disabilities
  • Handling clients' money, completing affidavits monthly in a timely manner.

Manager of Salon

Ilsa’s Divine Unisex Hair Salon
Sauk Village
12.2018 - 05.2020
  • Efficiently managed salon operations, overseeing opening and closing procedures to ensure smooth daily functions
  • Handled cashier responsibilities, maintaining accurate financial transactions and a secure cash register, demonstrating strong financial acumen
  • Simplified administrative tasks, including product orders, appointment scheduling, client communication, and consultations, streamlining overall salon efficiency
  • Showcased expertise in diverse hairstyling techniques, including braiding, sew-ins, crochets, and dreadlocks, staying current with industry trends and client preferences
  • Directed day-to-day salon activities, optimizing workflow and delivering exceptional customer experiences
  • Uphold optimal presentation and functionality of the salon, maintaining high standards of cleanliness and organization
  • Addressed and resolved customer complaints promptly, exhibiting effective conflict-resolution skills and a commitment to customer satisfaction
  • Led training initiatives for new and existing staff, fostering a skilled and motivated salon team through effective coaching and mentorship

Supervisor for Customer Service Reps

TWEG-Chicago
Chicago
01.2017 - 11.2018
  • Supervised high-volume customer service calls, ensuring swift resolution of complaints and providing exemplary service to enhance overall customer satisfaction
  • Facilitated online payment plans, guiding users through addressing parking tickets and promoting seamless transactions
  • Expertly assisted individuals facing vehicle boots or license suspensions, offering effective solutions and support to alleviate their concerns promptly
  • Directed the handling of Supervisor calls, demonstrating a proactive approach to resolving problems and enhancing overall service quality
  • Oversaw the generation of administrative review reports, documenting and addressing issues and actively contributing to process improvements
  • Implemented efficient refund request and transfer submission procedures, optimizing administrative processes and enhancing customer satisfaction

Licensed Benefit Advisor

Go Health
Chicago
06.2015 - 01.2017
  • Company Overview: Global Employment Solutions
  • Promoted and sold insurance products, with a focus on United Healthcare and Horizon Blue Cross Blue Shield NJ's Affordable Care Act plans
  • Dedicatedly served clients by responding to inquiries about insurance and the Affordable Care Act, making sure they understood everything
  • Targeted sales strategies were used during special enrollment periods, with an emphasis on retention initiatives to boost customer satisfaction and loyalty
  • Created thorough daily reports that summarized client interactions, sales activity, and important indicators to help with decision-making
  • Global Employment Solutions

Registration Clerk/Appointment Scheduler

Roseland Community Hospital
Chicago
09.2013 - 07.2014
  • Verified insurance coverage and eligibility for services.
  • Prepared documents for archiving in accordance with organization policies.
  • Maintained confidential patient records according to HIPAA guidelines.
  • Generated reports regarding patient demographics and financial status.
  • Provided assistance with completion of paperwork related to the registration process.
  • Utilized computer systems to track all incoming applications for registration purposes.
  • Processed patient registration forms, collected fees, and issued receipts for services rendered.
  • Assisted with scheduling appointments based on provider availability.
  • Answered incoming calls from patients seeking information about services offered by the facility.

Branch Supervisor

TCF National Bank
Chicago
10.2011 - 08.2013
  • Promoted new products and services offered by the bank to existing customers.
  • Collaborated with senior management on special projects related to process improvements.
  • Tracked progress against key metrics such as sales targets and cost savings initiatives.
  • Assisted customers with loan applications, account inquiries or other banking needs.
  • Conducted regular staff meetings to discuss customer service issues and set goals.
  • Developed and implemented policies and procedures for the branch.
  • Resolved customer complaints regarding services rendered by the bank.
  • Processed deposits, withdrawals, transfers or other transactions as needed.
  • Monitored cash levels in teller drawers to ensure accuracy of balances.
  • Reconciled discrepancies between daily transaction records and general ledger accounts.
  • Maintained a strong relationship with customers through proactive communication and follow-up activities.
  • Resolved customer complaints promptly and professionally.
  • Supervised, coached, and evaluated staff performance.

Sales Clerk/Customer Service/Tech Support (MANAGER)

Best Price Computers
Chicago
01.2009 - 10.2011
  • Developed relationships with vendors to obtain best prices on goods purchased for resale.
  • Assisted customers over the phone with orders, product information, tracking numbers.
  • Performed regular inventory counts to ensure accurate records were maintained.
  • Handled money, checks, credit cards, gift cards, returns and other forms of payments in accordance with established procedures.
  • Provided excellent customer service by assisting customers with product selection, answers to questions, and handling complaints or issues.
  • Adhered to company guidelines for cash register operations including proper opening and closing procedures.
  • Resolved conflicts between customers and staff members professionally while maintaining composure during difficult situations.
  • Assisted in the development of store displays to promote products.
  • Followed up on customer requests or concerns in a timely manner.
  • Processed payments and bagged items for customer check out.

Customer Service Rep/Cashier/Waitress

Giordano’s of Hyde Park
Chicago
07.1998 - 01.2009
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Resolved customer complaints promptly and efficiently.
  • Served customers quickly and efficiently.
  • I took the customer's order and put it in to be prepared in a timely manner.

DSP

Aduss Homecare
Current
  • Execute personalized care plans, Scheduled and accompanied individuals to medical appointments Support clients with essential personal care activities, including bathing, dressing, and other daily needs
  • Contribute to maintaining a well-ordered living environment by skillfully performing routine cleaning, meal preparation, and laundry services
  • Facilitate mobility by providing reliable transportation for medical appointments and daily errands
  • Competently assist clients in self-administering medications, ensuring strict adherence to prescribed routines
  • Vigilantly monitor and promptly report any noticeable changes in health or overall condition, demonstrating a proactive approach to client well-being
  • Employ utmost diligence in safeguarding sensitive information, exhibiting an unwavering commitment to confidentiality
  • Uphold strict adherence to industry regulations, organizational policies, procedures, and high-quality standards to ensure optimal care

Education

Associate’s - Early Childhood Education

Post University
05.2025

Life Coach Training - Physical Education Teaching and Coaching

Lumia Coaching School
05.2025

A Plus Certification Class -

Malcolm X College
Chicago, IL
01.2010

Micro Computer Business - Business Administration

The College of Office Technology
Chicago, IL
01.2008

Financial Coaching Program - Financial Planning

AFC (Association For Financial Counseling And Planning Education)

Skills

  • Customer service
  • Problem solving
  • Sales staff
  • Strong communication
  • Prioritization and multitasking
  • Training and motivation
  • Attention to detail
  • Time management
  • Cross-functional team leadership
  • Planning and organizing
  • Coaching and mentoring
  • Adaptability
  • Performance management
  • Microsoft Office
  • Ten key calculator operation
  • Data entry
  • Typing speed: 45 WPM
  • Coaching techniques
  • Multitasking
  • Remote office availability

Certification

  • Certified CPR
  • Mandated Reporter

References

Available upon request

Timeline

DSP

Aduss Homecare
Current

Lead ADSP

Envision Unlimited
12.2021 - Current

Manager of Salon

Ilsa’s Divine Unisex Hair Salon
12.2018 - 05.2020

Supervisor for Customer Service Reps

TWEG-Chicago
01.2017 - 11.2018

Licensed Benefit Advisor

Go Health
06.2015 - 01.2017

Registration Clerk/Appointment Scheduler

Roseland Community Hospital
09.2013 - 07.2014

Branch Supervisor

TCF National Bank
10.2011 - 08.2013

Sales Clerk/Customer Service/Tech Support (MANAGER)

Best Price Computers
01.2009 - 10.2011

Customer Service Rep/Cashier/Waitress

Giordano’s of Hyde Park
07.1998 - 01.2009

Associate’s - Early Childhood Education

Post University

Life Coach Training - Physical Education Teaching and Coaching

Lumia Coaching School

A Plus Certification Class -

Malcolm X College

Micro Computer Business - Business Administration

The College of Office Technology

Financial Coaching Program - Financial Planning

AFC (Association For Financial Counseling And Planning Education)

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