JANAY GOFFIGAN
Viera,FL
Summary
Personable Member Service Representative offering 5 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Reliable with well-rounded skills to aid employees and department staff. Talented at applying wide knowledge of policies and procedures for compliance. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
Substitute Teacher
Brevard County Public Schools
01.2023 - Current
- Assisted students with assignments by explaining core concepts and promoting critical thinking.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
Patient Care Advocate
Cigna
11.2023 - 05.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
HR Administrative Assistant
Children and Families Services
09.2021 - 01.2023
- Answered HR department inquiries, forwarding calls and messages to relevant personnel.
- Compiled and updated employee records in digital and physical file systems.
- Inspected files to verify employee documentation and accuracy.
- Greeted visitors, answered phones and managed appointment and interview scheduling.
- Coordinated new-hire orientation sessions and trained new hires on facility procedures.
Outbound Call Center Agent
Humana
04.2019 - 06.2021
- Completed high volume of inbound and outbound calls within deadlines.
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Participated proactively in ongoing learning initiatives like workshops or seminars to consistently enhance communication skills and product knowledge.
- Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
- Met established attendance expectations and team revenue goals to achieve company objectives.
Before and After School Care Assistant
Champions for Children, Inc
06.2017 - 05.2019
- Supervised and guided children through educational, social and behavioral situations.
- Developed strong relationships with students, fostering trust and open communication within the before and after school care setting.
- Enhanced student safety by consistently supervising before and after school activities and ensuring adherence to established rules.
- Provided first aid and emergency response as required, prioritizing student health and safety at all times.
- Promoted physical fitness among students through engaging outdoor games, sports activities.
- Facilitated group activities that promoted social skills development and positive peer interactions among students.
Package Handler
UPS
11.2016 - 09.2018
- Obtained signatures and interacted regularly with customers.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
- Used hand-held scanners and physical logs to accurately track item movements.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
Education
Bachelor of Arts (B.A.) - Resources, Human Resource Management Art
Eastern Florida State College
Cocoa, FL05.2025
Associate of Arts - Arts
Eastern Florida State College
Melbourne, FL05.2018
High School Diploma -
Viera High School
Viera, FL05.2015
Skills
- Customer Service
- Data Entry
- Administrative Support
- HR Management
- Call Center Operations
- CRM Software
- Time Management
- Recordkeeping
- Microsoft Office Suite
- Scheduling and Coordinating
- Process Payments
- Complaint Resolution
- Goal Driven
Timeline
Patient Care Advocate
Cigna
11.2023 - 05.2024
Substitute Teacher
Brevard County Public Schools
01.2023 - Current
HR Administrative Assistant
Children and Families Services
09.2021 - 01.2023
Outbound Call Center Agent
Humana
04.2019 - 06.2021
Before and After School Care Assistant
Champions for Children, Inc
06.2017 - 05.2019
Package Handler
UPS
11.2016 - 09.2018
Bachelor of Arts (B.A.) - Resources, Human Resource Management Art
Eastern Florida State College
Associate of Arts - Arts
Eastern Florida State College
High School Diploma -
Viera High School
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