Edward Goodwin
Mesa,AZ
Summary
Client-focused Customer Service Representative with a strong background in delivering exceptional service and resolving customer inquiries. Taking ownership of customer issues to full resolution. Proven track record of managing customer inquiries to drive customer satisfaction. Adept at using CRM software and maintaining a professional demeanor in all customer interactions.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
2
2
Certifications
Work History
Customer Service Representative
Randstad
05.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining exceptional service quality and customer satisfaction.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
CS Strategy and Operations Analyst
Lofty Inc.
01.2022 - 01.2024
- Created and maintained systems to maximize the quality of customer experience
- Implemented and managed software to facilitate CS Ops (Zendesk, Jira)
- Forecasted hiring needs based on metrics
- Defined KPI metrics
Advanced Customer Service Representative
Ring Inc.
01.2014 - 01.2022
- Provided outstanding customer service to customers, via phone, email, and chat channels.
- Assisted customers with inquiries, account maintenance, and dispute resolution in adherence to company policies and procedures.
- Handled a high volume of inbound calls, addressing customer concerns promptly and professionally.
- Educated customers on products, services, and benefits, offering tailored solutions to meet their needs.
- Assisted Tier 1 CSR’s with difficult issues, ensuring prompt and complete resolution of customer issues.
Call Center Senior Manager
Ttech
01.2009 - 01.2014
- Managed a team of 30+ Customer Service Agents
- Developed a mentorship program to improve customer relations
- Mentored other supervisors
- Coached team members and supervisors to meet or exceed performance metrics, including call quality, average handling time, and customer satisfaction scores.
- Communicated with clients to ensure quality of service for callers.
- Managed escalated customer issues, demonstrating problem-solving skills and empathy to resolve issues promptly and professionally.
- Implemented strategies to enhance customer experience and improve call center efficiency.
- Assisted in training new team members on company policies, procedures, and systems.
- Acted as a subject-matter expert for complex customer inquiries and provided guidance to team members.
- Developed and assisted with implementation of new manager training.
Education
Bachelor’s of Science - Computer Technology and Data Analysis
Scottsdale Community College
Scottsdale, AZBachelor’s of Science - Business Administration and Accounting
University of Phoenix
Phoenix, AZ01.2008
Skills
- Customer service
- [Software] CRM system proficiency
- Customer Communications
- SaaS
- Zendesk / Salesforce / Jira
- SQL
- Problem-Solving
- Critical thinking
- Microsoft Office
- SQL
- Customer relationship management (CRM)
- Computer proficiency
Certification
- Six Sigma Green Belt
- Six Sigma Data Analyst Certification
Timeline
Customer Service Representative
Randstad
05.2025 - Current
CS Strategy and Operations Analyst
Lofty Inc.
01.2022 - 01.2024
Advanced Customer Service Representative
Ring Inc.
01.2014 - 01.2022
Call Center Senior Manager
Ttech
01.2009 - 01.2014
Bachelor’s of Science - Business Administration and Accounting
University of Phoenix
Bachelor’s of Science - Computer Technology and Data Analysis
Scottsdale Community College