Highly motivated and organized individual with a strong desire to leverage excellent communication, interpersonal, and organizational skills to successfully accomplish tasks. Known for reliability and possessing a great work ethic, adept at quickly adapting to new tasks and environments. Proven track record of effective responsibility management, eager to contribute abilities and make a positive impact in a dynamic work setting.
Hi, I’m
Jessica Goodman
Shelby,NC
Summary
Overview
18
years of professional experience
Work History
Ameridial
Customer Service Representative
03.2024 - Current
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Gkn Driveline
Machine Operator Technician
05.2020 - 03.2023
Job overview
- Adjusted machining operations using hand tools or numerical controls
- Inspected products at various checkpoints, driving quality
- Maintained equipment in operating condition by performing preventive maintenance and repair
- Worked on CNC machines, machines with robots (assisted robot with manual labor), welders, Grinding machines, Drills, built def
- Builds, raqs and pinions, etc
Commscope
Fiber Optic Cable Technician
01.2018 - 11.2020
Job overview
- Developed and tested new processes to improve efficiency
- Operated industrial carts and forklifts for lifting, moving, and transporting materials
- Checked output, reducing machine-related flaws or mistakes
- Followed standard operating procedures, driving production parameters and quality specifications
- Carried out production procedures, maximizing efficiency and profits
- Performed optical or electrical testing and characterization by following work instructions
- Completed fiber splicing and integration of subassemblies with electrical and optical components
- Worked with engineers to support transition of photonic subsystem designs into production
- Pulled fiber optic cable to perform repairs and additions
- Leveraged failure reporting system to document test failures
- Cross head extrusion, thermoplastic extrusion as well as rubber extrusion experience
- Assisted with start up and closing of production everyday
- Completed fiber splicing and integration of subassemblies with electrical and optical components
- Conducted troubleshooting by utilizing OTDR to locate problematic locations
- Used optical sources, power meters and optical spectrum analyzers to test optical components
Hitachi Metals
Machine Operator Technician
07.2016 - 04.2018
Job overview
- Detected and solved problems related to product quality and aesthetics
- Collaborated with engineering and production teams to ensure successful production
- Packed finished goods in proper packaging and boxes, reducing damage during transport
- Calibrated machines and performed routine tests for maintaining equipment
- Worked with lathe machines, drills, grinding machines
Gildan Yarns
Manufacturing Textile Technician
08.2013 - 01.2017
Job overview
- Trained new technicians on machine pinch points and safety guards
- Troubleshot issues with machinery and performed minor repairs
- Staged material to keep machines running at maximum performance
- Met or exceeded established productivity and performance standards on jobs
- Worked on yarn spinning machines
- Minor electrical knowledge
Alorica
Business Customer Service Representative
02.2010 - 07.2013
Job overview
- Accept customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalated situations involving dissatisfied customers, offering patient assistance and support
- Called clients and customers to inform them about the company's new products, services and policies
- Guided callers through troubleshooting, navigating the company site or using the products or services
- Reviewed customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
- Collaborated with other call center professionals to improve customer service
- Trained new employees and inform them about the company's customer management policies
Burlington Shoes
Assistant Store Manager
07.2007 - 04.2009
Job overview
- Managed employee performance through coaching, goal setting, and day-to-day direction
- Facilitated team-building activities to create a collaborative work environment
- Participated in business development by assisting with creation of customer service and sales strategies
- Resolved customer complaints in a timely and professional manner
- Regulated, coordinated, and evaluated business operations, created employee schedules and assigned tasks, and dealt with customer complaints
Education
Forsyth technical community collegeWinston Salem, NC
Associate In Science from Applied Psychology
03.2009
University Overview
Completed Coursework Towards A.S In Applied Psychology
Skills
- Conflict resolution
- Customer relationship management
- Call escalation
- Product knowledge
- Complaint handling
- Team collaboration
Timeline
Customer Service Representative
Ameridial
03.2024 - Current
Machine Operator Technician
Gkn Driveline
05.2020 - 03.2023
Fiber Optic Cable Technician
Commscope
01.2018 - 11.2020
Machine Operator Technician
Hitachi Metals
07.2016 - 04.2018
Manufacturing Textile Technician
Gildan Yarns
08.2013 - 01.2017
Business Customer Service Representative
Alorica
02.2010 - 07.2013
Assistant Store Manager
Burlington Shoes
07.2007 - 04.2009
Forsyth technical community college
Associate In Science from Applied Psychology
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