Jolissa Goodwin
East Saint Louis,Illinois
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
12
12
years of professional experience
Work History
Call Center Representative
411 Services
08.2022 - 12.2023
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Customer Service Representative
Walmart
01.2019 - 06.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Shift Manager
Patriot Brew
04.2016 - 09.2018
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
- Promoted a positive work environment through open communication and constructive feedback.
Shift Manager
Hardee's Restaurant
04.2012 - 02.2015
- Enhanced customer satisfaction by efficiently managing front-of-house operations and addressing guest concerns promptly.
- Optimized staff scheduling for seamless service delivery during peak hours, ensuring all shifts were adequately covered.
- Improved employee morale through regular recognition of outstanding performance and providing opportunities for professional growth.
- Streamlined inventory management processes, reducing waste and lowering overall food costs for the restaurant.
- Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
- Boosted sales revenue by implementing effective upselling techniques and encouraging team members to promote special offers or featured items.
Education
Certified Nursing Assistant - Nursing
12.2018
High School Diploma -
04.2011
Skills
- Sales Closing
- Customer Relationship Management
- Payment Processing
- Call Control
- Data Entry
- Customer Service
- Logging Call Information
- 60 WPM
References
References available upon request.
Timeline
Call Center Representative - 411 Services
08.2022 - 12.2023
Customer Service Representative - Walmart
01.2019 - 06.2022
Shift Manager - Patriot Brew
04.2016 - 09.2018
Shift Manager - Hardee's Restaurant
04.2012 - 02.2015
Southwestern Illinois College - Certified Nursing Assistant, Nursing
East Saint Louis Senior High School - High School Diploma,