Joycelyn Goodman

Communicate with customers by phone or in writing; take on average
20-25 calls daily; by request, sent callers information via emails and fax

Utilize multiple systems such as SalesForce, Filenet, MainFrame to answer
questions quickly and proficiently.

Take payment information and other pertinent information such as
addresses and phone numbers to update information.

Build strong customer relationships, establishing confidence, trust and
rapport to ensure customers have a positive experience and perception of Pacific Life

Track customer interactions using CRM software, helping the team identify
trends and areas of improvement in service delivery.

• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
• Resolved concerns with products or services to help with retention and drive sales.
• Answered average of 60-100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Utilized multiple systems such as BlueCare, CIS, BOL, JIVA, GEMS, AIM, Evicore, to research necessary information to resolve customers questions or issues.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.