Hi, I’m
Keturah Goulbourne
Miami Gardens,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
years of professional experience
Work History
Alorica
Customer Advocate
07.2024 - Current
Job overview
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
ALLIED UNIVERSAL
Security Officer
02.2023 - 03.2024
Job overview
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Checked and verified photo identification prior to granting facility access.
Alorica
Customer Care Representative
08.2022 - 10.2022
Job overview
- Kept up-to-date with industry trends and new product launches, enabling accurate recommendations for clients.
- Delivered exceptional customer service, addressing client concerns and providing solutions to meet their unique needs.
- Conducted consultations to understand client's desired look.
- Offered guidance on proper skincare routines, helping clients achieve healthier and more radiant complexions.
- Assisted customers in finding suitable products within budgets without compromising quality or personal preferences.
Westgate Resorts
Tour Desk Agent
02.2020 - 01.2021
Job overview
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Introduced customers to resort amenities with pleasant and helpful demeanor
- Kept accounts in balance and ran daily reports to verify totals
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation
- Greeted guests at a front desk and engaged in pleasant conversations while managing check-in process
- Collaborated with team members to achieve target results
Goody's Family Clothing
Assistant Supervisor
09.2018 - 08.2019
Job overview
- Revised work practices to improve efficiency, boost quality and meet production goals
- Supported Supervisor by preparing production reports and collating quality documentation
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Applied strong leadership talents and critical thinking skills to maintain team efficiency and organize workflows
- Maintained accurate inventory, working with purchasing department and organization for resupply
- Submitted documentation and reports to upper management
Adult Education Center
Assistant Secretary
05.2018 - 09.2018
Job overview
- Routed business correspondence, documents, and messages to correct departments and staff members
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
- Conducted research to assist with routine tasks and special projects
- Drafted professional memos, letters and marketing copy to support business objectives and growth
- Kept reception area clean and neat to give visitors positive first impression
- Responded to inquiries from callers seeking information
Education
Miami Norland Sr HighMiami Gardens, FL
High school Diploma
05.2015
Skills
- Call center experience
- Brand representation
- Email correspondence
- Security verification
- Complaint resolution
- Professional telephone demeanor
- Resourcefulness
- Professionalism
Personal Information
Authorized To Work: US for any employer
Languages
English
Native or Bilingual
Timeline
Customer Advocate
Alorica
07.2024 - Current
Security Officer
ALLIED UNIVERSAL
02.2023 - 03.2024
Customer Care Representative
Alorica
08.2022 - 10.2022
Tour Desk Agent
Westgate Resorts
02.2020 - 01.2021
Assistant Supervisor
Goody's Family Clothing
09.2018 - 08.2019
Assistant Secretary
Adult Education Center
05.2018 - 09.2018
Miami Norland Sr High
High school Diploma
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