Summary
Overview
Work History
Education
Skills
Languages
Interests
Hobbies and Interests
Timeline
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JGORNAZIA GOLDEN

Dallas

Summary

A professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.

Known for strong focus on team collaboration and achieving positive outcomes.

Overview

17
17
years of professional experience

Work History

Customer Service Advocate

Everise
04.2025 - Current
  • Delivered exceptional customer support through multiple channels, resolving inquiries efficiently.
  • Navigated complex issues with empathy, ensuring customer satisfaction and loyalty.
  • Analyzed customer feedback to identify trends and recommend process improvements.
  • Utilized CRM software to track interactions and manage client relationships effectively.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Handled high-volume inbound calls while maintaining HIPAA compliance and protecting patient confidentiality.
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-volume call queues while maintaining quality service standards.

Customer Service Representative Team Lead

Circle K Convenience Store
04.2019 - 03.2025
  • Led team to enhance customer satisfaction through effective communication and problem resolution strategies.
  • Trained and mentored new representatives on service protocols and company policies.
  • Implemented process improvements resulting in reduced response times for customer inquiries.
  • Coordinated cross-functional teams to address complex customer issues efficiently.
  • Analyzed customer feedback to identify trends and improve service delivery standards.
  • Resolved escalated customer complaints, ensuring swift resolution and maintaining client relationships.
  • Consistently met or exceeded performance metrics, leading to increased team success and recognition.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Built positive rapport and relationships for high levels of customer satisfaction.

Customer Resolution Specialist

Walmart
01.2013 - 03.2019
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Collaborated with cross-functional teams to enhance customer satisfaction strategies.
  • Streamlined complaint resolution processes, reducing response times significantly.
  • Trained new team members on best practices for customer engagement and issue resolution.
  • Analyzed customer feedback to identify recurring issues and recommend improvements.
  • Implemented quality assurance measures to ensure consistent adherence to company policies and procedures.
  • Assisted in the development of training materials focused on improving the skills of other Customer Resolution Specialists within the organization.
  • Conducted comprehensive analysis of recurring issues, implementing preventive measures to minimize future occurrences.
  • Consistently met or exceeded departmental performance metrics, contributing to the overall success of the team.
  • Streamlined complaint resolution processes for improved efficiency and faster response times.
  • Coordinated with internal teams to expedite issue resolution, resulting in quicker turnaround times for customers.

Customer Order Specialist

Best Buy
01.2009 - 12.2012
  • Processed customer orders efficiently using ERP systems to ensure timely fulfillment.
  • Collaborated with cross-functional teams to resolve order discrepancies and enhance customer satisfaction.
  • Implemented quality control measures for order verification, enhancing accuracy and reducing errors.
  • Provided exceptional customer service, resolving issues promptly and professionally.
  • Contacted vendors to determine shipping dates and availability for specific items to notify customers.
  • Maintained detailed records of all customer interactions using CRM software, allowing for more effective follow-up communication.
  • Monitored orders and delivered status updates to customers regarding arrivals.
  • Maintained high levels of product knowledge, enabling efficient handling of customer inquiries and concerns.
  • Optimized inventory management processes to minimize delays and improve overall efficiency.
  • Provided support during peak periods, ensuring all customer orders were processed accurately and on-time despite increased workload demands.
  • Positively engaged with customers to understand needs and responded appropriately to questions.
  • Assisted customers by walking through online ordering processes.
  • Enhanced customer satisfaction by efficiently processing and managing orders in a timely manner.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions and orders.

Education

High School Diploma -

Midland High School
Midland, TX
06-2013

Skills

  • Customer Service
  • Data Entry
  • Computer proficiency
  • Phone etiquette
  • Microsoft office suite
  • Critical thinking
  • Conflict resolution
  • Payment processing
  • Multitasking
  • Up-selling
  • Collections
  • Inbound and Outbound calls
  • Data entry
  • Administrative support
  • Data collection
  • Active listening
  • Empathy and patience
  • Verbal and written communication
  • Written and oral communication
  • De-escalation techniques
  • Assertiveness
  • Conflict resolution skills
  • Document preparation

Languages

English
Native or Bilingual

Interests

  • Reading
  • Volunteering for community initiatives to give back to local communities and make a positive impact
  • I enjoy cooking for friends and family gatherings
  • Participate in local theater productions, enhancing my public speaking and teamwork skills
  • I like trying new recipes and food trends
  • Homelessness Outreach
  • Personal Development and Self-Improvement

Hobbies and Interests

Volunteering in community outreach or support groups, practicing in customer experience workshops or webinars, Interest in mental wellness and empathetic communication., Mentoring or coaching peers, Team-building activities or leadership seminars, reading business leadership or customer engagement tools, Organizing or participating in community pop-up shops or markets, customer satisfaction surveys and feedback analysis, Negotiation or mediation workshops, participating in critical thinking and logic basics, Interest in supply chain logistics or inventory tracking, process optimization activities, using productivity apps or organizing tools, Group activities that involve teamwork and communication, following customer service podcast and practicing cultural awareness.

Timeline

Customer Service Advocate

Everise
04.2025 - Current

Customer Service Representative Team Lead

Circle K Convenience Store
04.2019 - 03.2025

Customer Resolution Specialist

Walmart
01.2013 - 03.2019

Customer Order Specialist

Best Buy
01.2009 - 12.2012

High School Diploma -

Midland High School

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