Kaleigh Goff
Kissimmee,FL
Summary
Dynamic supervisor with a proven track record at Joe G Tedder, Tax Collector, enhancing team productivity through effective training and conflict resolution. Skilled in process improvement and customer service, I foster professional growth while implementing efficient workflows, resulting in a significant increase in operational efficiency and client satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Supervisor
Joe G Tedder, Tax Collector
01.2022 - Current
- Supervised daily operations and staff performance to ensure compliance with state and county regulations.
- Trained new employees on policies, procedures, and customer service protocols.
- Developed efficient workflows to enhance processing of transactons and inquiries.
- Coordinated with departments to resolve issues effectively and promptly.
- Monitored team productivity and provided feedback to foster professional growth among staff members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
Call Center Team Lead
Joe G Tedder, Tax Collector
07.2019 - 01.2022
- Led team of customer service representatives in resolving complex inquiries and enhancing client satisfaction.
- Trained new staff on call handling procedures and company policies, improving onboarding efficiency.
- Monitored call metrics and performance data to identify areas for improvement and implement solutions.
- Developed training materials to enhance team knowledge of tax collection processes and system usage.
- Conducted regular performance evaluations, providing constructive feedback to foster team development.
- Implemented process improvements that increased operational efficiency and reduced call handling time.
- Collaborated with management to develop strategic initiatives aimed at optimizing customer service delivery.
- Resolved escalated customer issues swiftly, maintaining high standards of service quality and compliance.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
Customer Service Specialist
Joe G Tedder, Tax Collector
04.2013 - 07.2019
- Assisted customers with inquiries, ensuring accurate information delivery and prompt resolution of issues.
- Processed customer orders through CRM system, maintaining detailed records for reference and follow-up.
- Collaborated with team members to streamline communication processes, enhancing overall service efficiency.
- Provided support during peak hours, adapting quickly to changing demands while maintaining service quality.
- Resolved customer complaints by identifying root causes and proposing effective solutions promptly.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Education
High School Diploma -
George Jenkins Hugh School
Lakeland, FLSkills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Decision-making
- Complex Problem-solving
- Inventory control
- Team building
- Processes and procedures
Certification
Public Notary
Timeline
Supervisor
Joe G Tedder, Tax Collector
01.2022 - Current
Call Center Team Lead
Joe G Tedder, Tax Collector
07.2019 - 01.2022
Customer Service Specialist
Joe G Tedder, Tax Collector
04.2013 - 07.2019
High School Diploma -
George Jenkins Hugh School