Jillian Goodwin
CORAL SPRINGS,FL
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
Sr Customer Service Rep
Mr Lockout Ent
06.2012 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
Patient Care Specialist
Vitas Innovative Hospice Care
08.2010 - 07.2015
- Documented patient information and care activities in electronic health record.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Answers phones, schedules patient appointments and triages patient phone calls.
- Returns telephone calls in a timely manner. Prioritizes work tasks, maintains a steady workflow, follows through until task is complete.
- Uses appropriate problem solving and decision-making abilities based on established protocols.
Dispatcher Office Assistant
Raymack
02.2006 - 12.2011
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Advised regarding delays and special circumstances.
- Closely monitored dispatch board to triage and prioritize over daily calls.
- Maintained updated and detailed records of calls in physical and electronic database.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Increased customer service success rates by quickly resolving issues.
- Performed wide-ranging administrative, financial and service-related functions.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
Education
No Degree - Mortgage Loan
Gold Coast
Boca Raton, FL09.2017
Associate of Business Administration - Business Administration And Management
Broward Community College
Davie, FL08.2011
Skills
- Credit and Debt Card Processing
- Quality Assurance Evaluation
- Product Location
- Step Instructions
- Complex Product Knowledge
- Appointment Booking
- Telephone Etiquette
- Conflict Resolution
- Call Auditing
- Follow-Up Requirements
- Customer Complaint Management
- Quality Assurance
- Good Communication Skills
- Resolving Complex Issues
- Order Management
- Client Engagement
- High-Volume Environments
- Interpersonal Communications
- Quality Control Policies
- Customer Support
- Service Recommendations
- Answering Phones
- Solution Planning
- Answering Client Questions
- Account Resolutions
- Client Needs Assessment
- Complaint Resolution
- Customer Relations
- Multi-Line Telephones
- Job Assignments
- Floor Supervision
Timeline
Sr Customer Service Rep
Mr Lockout Ent
06.2012 - Current
Patient Care Specialist
Vitas Innovative Hospice Care
08.2010 - 07.2015
Dispatcher Office Assistant
Raymack
02.2006 - 12.2011
No Degree - Mortgage Loan
Gold Coast
Associate of Business Administration - Business Administration And Management
Broward Community College
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