Summary
Overview
Work History
Education
Skills
Timeline
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Jeanette Goff

Bennington,NE

Summary

Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Motivated to transform customer inquiries into new sales.

Overview

17
17
years of professional experience

Work History

Behavioral Science Analyst II

TPG TeleManagement Inc
Omaha, NE
10.2017 - Current
  • Responsible for the quality control of data collection and evaluation of interactions between clients and their customers through various mediums.
  • Evaluate and analyze interactions between clients and their customers through voice, email and chat mediums worldwide.
  • Review data health to ensure accurate and consistent scoring.
  • Meet individual and team sampling goals each month to achieve revenue.
  • Train new team members to achieve success through shadowing and reverse shadowing.
  • Prepare and deliver analytical reports to management and team.

Business Investigations, Dun and Bradstreet, Convergys Corporation
Omaha, NE
06.2017 - 08.2017
  • Investigated, confirmed and verified all requested business information through phone interviews with Owners, CEO's, Presidents, Vice Presidents and Managers.
  • Accurately researched and documented information on companies through outside sources including phone calls to state business license offices, nearby neighbors and extensive internet searches.
  • Acted professionally and patiently during phone interviews with reluctant business owners and/or approved officers of the company being investigated, while trying to obtain as much information as possible including financial information.

Government Response Center - Dun and Bradstreet, Convergys Corporation
Omaha, NE
01.2013 - 05.2017
  • Effectively managed a high-volume of inbound calls under time restrictions, while solving customer needs.
  • Addressed and resolved customer complaints professionally while using empathy.
  • Followed official procedures to gather, verify and protect customer information.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer issues to designated departments for further investigation by submitting the appropriate requests.
  • Initiated operations improvements to improve overall call center productivity.
  • Acted professionally and patiently when addressing negative customer reactions to procedures and timeliness.
  • Met or exceeded service and quality standards every review period.

Sales and Service Representative

American Express, Convergys Corporation
Omaha, NE
04.2008 - 01.2013
  • Interfaced with customers via inbound calls for the purpose of selling complex products.
  • Conducted needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product.
  • Maintained broad knowledge of products, pricing, promotions and other important issues.
  • Responsible for achieving specific sales business targets and maximizing sales opportunities on each call.

Education

Bachelor of Science - Accounting

University of Nebraska Omaha

Skills

  • Skilled in call center operations
  • Strong problem solving aptitude
  • Versatile multitasker
  • Detail oriented
  • People oriented
  • self motivated

Timeline

Behavioral Science Analyst II

TPG TeleManagement Inc
10.2017 - Current

Business Investigations, Dun and Bradstreet, Convergys Corporation
06.2017 - 08.2017

Government Response Center - Dun and Bradstreet, Convergys Corporation
01.2013 - 05.2017

Sales and Service Representative

American Express, Convergys Corporation
04.2008 - 01.2013

Bachelor of Science - Accounting

University of Nebraska Omaha

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Jeanette Goff