Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Deborah Gould

Altha,FL

Summary

Extremely detail oriented Customer Service Specialist with years of experience in runni an office and office procedures, learning what the key factors are for exceptional customer service the importance of time management and multi tasking along with my adept ability for empathy and patience for both clients and staff, is what allowed me to be successful. Skilled in Microsoft 365 and project management, I consistently exceeded performance metrics while fostering strong customer relationships and enhancing satisfaction through effective communication. My project management skills allow me to be extremely detail-oriented and efficient in completing my daily tasks.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Service Specialist II

ASM Reseacrch/Accenture Federal Services
10.2023 - 06.2025
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Closely worked with consumers to aid them in finding alternative coverage for their discontinued Medicaid Plan
  • Met customer call guidelines for service levels, handle time and productivity.
  • Diligently worked over 70 cases a week while with successful closure of all according to CMS guidelines and SOP's

Administrative Assistant

Horne, Llp - Hurricane Michael Project
01.2021 - 06.2023
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.

.

  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.

Customer Service Representative

General Dynamics/Maximus
09.2017 - 04.2020

Successfully enrolled over 75 people into a Medicare Advantage plan after asking strategic questions to know how much coverage was needed.

  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved consume concerns regarding their Medicare claims regarding- Successfully enrolled over 75 individuals in a Medicare Advantage plan by asking strategic questions to determine their coverage needs.

    - Resolved customer complaints with empathy, leading to increased loyalty and repeat business.

    - Effectively managed high-stress situations while maintaining professionalism and resolving disputes or conflicts.

    - Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

    - Addressed customer inquiries regarding their Medicare claims, particularly billing issues, and escalated matters beyond my scope while carefully following up until resolution was achieved.- Successfully enrolled over 75 individuals in a Medicare Advantage plan by asking strategic questions to determine their coverage needs.

    - Resolved customer complaints with empathy, leading to increased loyalty and repeat business.

    - Effectively managed high-stress situations while maintaining professionalism and resolving disputes or conflicts.

    - Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

    - Addressed customer inquiries regarding their Medicare claims, particularly billing issues, and escalated matters beyond my scope while carefully following up until resolution was achieved. billing inquiries and escalated issues not within my scope and meticulously them until resolution was made.

Team Lead for Americhoice of New Jersey

ICT Group
10.2010 - 03.2015
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Generated reports detailing findings and recommendations.

Education

No Degree - Medical Administrative Assistant

Penn Foster Career School
Scranton, PA
07-2025

Skills

  • Customer service
  • Verbal and electronic communication
  • Customer relations
  • Empathetic towards client issues
  • Patience and Listenning Skills
  • Project management
  • Excellent written and oral communication
  • Multitasking and organization
  • Microsoft 365 (word, excel, powerpoint, teams)
  • Time management
  • Detail Oriented
  • Great under pressure

Certification

Project Management

Foundations, initiating, executing, and closing a project. I am also skilled in risk analysis, SMART goals and KPI's

Timeline

Customer Service Specialist II

ASM Reseacrch/Accenture Federal Services
10.2023 - 06.2025

Administrative Assistant

Horne, Llp - Hurricane Michael Project
01.2021 - 06.2023

Customer Service Representative

General Dynamics/Maximus
09.2017 - 04.2020

Team Lead for Americhoice of New Jersey

ICT Group
10.2010 - 03.2015

No Degree - Medical Administrative Assistant

Penn Foster Career School
Deborah Gould