Jessica Goulding
Customer Service Specialist
Clarkesville,Ga
Summary
Result-driven Service Writer with over five years of experience in the heavy equipment industry, backed by more than 20 years of customer service. Proven ability to build strong customer relationships and resolve service-related issues with transparency and accuracy. Spearheaded a 44% efficiency increase by training technicians to streamline billing system entries. Committed to advancing in the service industry by
leveraging extensive customer service expertise, and a proven ability to foster lasting client relationships. Seeking greater leadership responsibilities while driving innovative solutions to enhance service management and operational efficiency.
Overview
17
17
years of professional experience
5
5
Service Writer / Advisor
17
17
Customer Service Specialist
Work History
Service Advisor
AgPro
Carnesville, Ga
09.2024 - 05.2025
- Educated customers on proper machine maintenance to foster trust and transparency.
- Scheduled and executed outstanding recalls for John Deere machines efficiently.
- Ensured compliance by preparing documentation for warranty claim approvals.
- Monitored machine telematics to detect potential issues and coordinated preventative maintenance.
- Explained the features and benefits of products or services offered by the dealership to customers.
- Implemented and developed technician training to enter daily work into billing system.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in ongoing preventative maintenance.
Service Writer/Central Dispatch
Bobcat of Atlanta
Gainesville, Ga
07.2021 - 07.2024
- Oversaw diagnostic telemetry systems, enhancing machine reliability and service truck efficiency.
- Transitioned customer information from paper orders to a secure digital system.
- Trained technicians to enter daily work into the billing system, resulting in 44% efficiency increase within 30 days.
- Implemented paperless calendar system, enabling field technicians to receive daily assignments digitally, boosting efficiency.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Direct technicians amid management transition, sustaining workflow and productivity.
Dispatch / Customer Service Specialist
Mountain Gas
Cleveland, Ga
10.2017 - 11.2021
- Managed routing, dispatching, and tracking for delivery and service departments.
- Evaluated and adjusted routes by assessing daily requirements, staffing, and weather conditions.
- Completed billing for delivery and service transactions promptly.
- Elevated delivery efficiency by 28% utilizing optimized routing strategies and delivery prioritization.
- Tracked DOT maintenance to ensure fleet vehicles met compliance standards.
- Conducted monthly inventory assessments of stock, display items, tanks, and liquid supplies.
- Analyzed account usage and service histories to identify trends and mitigate future issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Customer Service Specialist
Windstream
Baldwin, Ga
09.2008 - 07.2017
- Consistently exceeded KPI metrics, demonstrating high performance levels.
- Maintained average customer satisfaction rating of 92% and retention rating of 90%.
- Resolved customer complaints effectively, minimizing escalations to management.
- Cross-trained to provide support for other customer service managers and team leads.
- Identified and rectified company oversight, enabling free services for customers and saving over $400,000 annually.
Skills
- Accountability and ownership
- Attention to detail
- Strong and effective communication
- Complaint resolution
- Organizational skills
- Urgent prioritization
- Active listening
- Rapport building
- Retention expertise
- Schedule coordination
- Calendar management
- Service and logistics management
- Manufacturer recall campaigns
- Creative problem solving
- Estimate preparation
- Dispatch and route optimization
- Telematics tracking experience
- Warranty review and submission
- ARI Fleet/Holman trained
- Proficient in MS Office and Google Docs
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteTimeline
Service Advisor
AgPro
09.2024 - 05.2025
Service Writer/Central Dispatch
Bobcat of Atlanta
07.2021 - 07.2024
Dispatch / Customer Service Specialist
Mountain Gas
10.2017 - 11.2021
Customer Service Specialist
Windstream
09.2008 - 07.2017
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