DE’AUNDRA GOOCH
Summary
Customer service and account management professional with a proven track record in fostering long-term client relationships and providing effective B2B support. Skilled in resolving complex issues and enhancing customer satisfaction through strong communication and problem-solving abilities. Acknowledged for contributions to team success and for mentoring new employees during onboarding processes.
Overview
20
20
years of professional experience
Work History
Customer Service Account Manager
Stanley Black & Decker
Jackson, TN
05.2017 - Current
- Build and maintain long-term customer relationships by delivering responsive and solution-focused service.
- Managed customer accounts through precise handling of calls, emails, and order maintenance to enhance customer satisfaction.
- Resolve customer concerns efficiently using strong problem-solving and communication skills.
- Coordinate with internal teams to ensure customer needs and service expectations are met.
- Supported onboarding and mentorship of new employees, facilitating effective B2B customer service training.
Account Representative
Portfolio Recovery Associates
Jackson, TN
09.2016 - 06.2017
- Collaborated with customers to develop realistic repayment plans tailored to individual financial situations, enhancing customer satisfaction.
- Exhibited professionalism and empathy in sensitive customer conversations, fostering trust and rapport.
- Managed inbound and outbound calls for charged-off and past-due client accounts, ensuring clear communication and resolution.
- Maintained accurate account records and documented collection efforts.
Community Assistant / Administrative Assistant
Lane College
Jackson, TN
08.2009 - 09.2016
- Managed front desk operations and maintained a professional reception environment.
- Assisted students and staff by promptly addressing concerns and resolving issues, enhancing overall satisfaction.
- Enforced facility policies and ensured a safe, secure, and organized environment.
- Coordinated maintenance requests and communicated facility needs to ensure timely responses and effective operations.
- Conducted regular facility rounds to monitor safety and resident well-being, contributing to a secure environment.
Production Associate
Aldelano Packaging Corp.
Jackson, TN
07.2006 - 08.2008
- Processed, inspected, and prepared products to support seamless production operations.
- Operated equipment and transported materials to workstations, ensuring safety and efficiency.
- Maintained productivity and quality standards in fast-paced manufacturing environment, contributing to operational success.
Education
Bachelor of Arts - Organizational Leadership
Bethel University
McKenzie, TN01-2015
Associate of Science - General Studies
Jackson State Community College
Jackson, TN01-2011
High School Diploma -
Humboldt High School
Humboldt, TN01-1998
Skills
- Client Management
- Account Management
- Customer Account Oversight
- B2B Customer Service
- Problem Resolution
- Client Communication
- Team Collaboration
- Training & Mentoring Support
- Data Analysis
- Microsoft Office, Word, Excel
- SAP
- Time Management
- Multi-Tasking
- Critical Thinking
- Communication Skills written and verbal
References
Available upon request
Timeline
Customer Service Account Manager
Stanley Black & Decker
05.2017 - Current
Account Representative
Portfolio Recovery Associates
09.2016 - 06.2017
Community Assistant / Administrative Assistant
Lane College
08.2009 - 09.2016
Production Associate
Aldelano Packaging Corp.
07.2006 - 08.2008
Bachelor of Arts - Organizational Leadership
Bethel University
Associate of Science - General Studies
Jackson State Community College
High School Diploma -
Humboldt High School