James Gosselin
Summary
A dedicated service professional with strong background in coordinating and managing service operations. Known for driving efficiency and enhancing customer experiences while fostering collaborative team environment. Reliable and adaptable, equipped with key skills in communication and organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Proactive & Reactive Service Coordinator
HIREGENICS INC
10.2023 - 09.2024
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
Reactive Service Coordinator
CorTech LLC
11.2022 - 10.2023
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Streamlined service coordination processes for improved team productivity and response times.
Business Development Manager
Workiva
02.2022 - 11.2022
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
Department Coordinator- CVS Pharmacy Prescription Records
CVS Health
12.2021 - 02.2022
- Managed interface for legal, subpoena, regulatory, attorney, patient and third party record requests.
- Customized and format reports to satisfy legal demands seeking patient information.
- Ensured accuracy of record requests to meet to state and federal HIPAA/Privacy requirements.
Department Coordinator- CVS Pharmacy Customer Relations
CVS Health
11.2020 - 12.2021
- Coordinated with retail management to resolve customer concerns.
- Assured clients have a positive experience within the escalations department and executive office.
- Developed and implemented training programs to enhance staff skills and productivity.
Customer Relations Representative
CVS Health
07.2019 - 11.2020
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Senior Specialist Supervisor- Acting Collections Recovery
Citizens Bank
11.2018 - 02.2019
- Conducted interview, hiring, and training processes.
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
Senior Specialist- Collections Recovery
Citizens Bank
08.2017 - 11.2018
- Directed the communication department on severely delinquent accounts.
- Supported department leadership in implementing new policies, procedures and controls.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
Specialist- Collections Recovery
Citizens Bank
04.2017 - 08.2017
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
Cons Collector II
Citizens Bank
03.2015 - 04.2017
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Maintained high volume of calls and met demands of busy and productive group.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
Education
Associate Degree - Associates In Arts
Community College of Rhode Island
Lincoln, RI08.2023
Skills
- Telephone communication
- Accurate recordkeeping
- Client advocacy
- Notetaking and documentation
- Team leadership
- Relationship building
Certification
- Licensed Pharmacy Technician CVS August 2019
Timeline
Proactive & Reactive Service Coordinator
HIREGENICS INC
10.2023 - 09.2024
Reactive Service Coordinator
CorTech LLC
11.2022 - 10.2023
Business Development Manager
Workiva
02.2022 - 11.2022
Department Coordinator- CVS Pharmacy Prescription Records
CVS Health
12.2021 - 02.2022
Department Coordinator- CVS Pharmacy Customer Relations
CVS Health
11.2020 - 12.2021
Customer Relations Representative
CVS Health
07.2019 - 11.2020
Senior Specialist Supervisor- Acting Collections Recovery
Citizens Bank
11.2018 - 02.2019
Senior Specialist- Collections Recovery
Citizens Bank
08.2017 - 11.2018
Specialist- Collections Recovery
Citizens Bank
04.2017 - 08.2017
Cons Collector II
Citizens Bank
03.2015 - 04.2017
- Licensed Pharmacy Technician CVS August 2019
Associate Degree - Associates In Arts
Community College of Rhode Island
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