Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kiffany Gooden

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Care Agent

Assurance IQ
08.2023 - Current
  • Educate clients on insurance policies and procedures.
  • Analyze customer needs to provide customized insurance solutions.
  • Analyze risk factors to recommend appropriate coverage levels.
  • Proven ability to learn quickly and adapt to new situations.

Customer Service Specialist

Bold Penguin
09.2022 - 08.2023
  • Deliver exceptional customer service to a diverse customer base, addressing an average of 150 inquiries per day and ensuring prompt and satisfactory resolutions
  • Maintain accurate customer records using CRM software.
  • Collaborate with cross- functional teams to resolve complex issues and ensure a seamless customer experience.
  • Explain coverage options to potential policyholders, answer questions or concerns.

Virtual Game Presenter

Playtech Online Casino / Virtual Game Presenter
01.2022 - 08.2022
  • Host live virtual casino games (blackjack, roulette, poker, baccarat) to create an immersive gaming experience and engage players
  • Interact with players through live chat, providing assistance, answering questions, and maintaining a friendly and professional rapport
  • Collaborate with technical teams to troubleshoot technical issues, minimizing disruptions and ensuring a smooth gaming experience while presenting games in a clear and entertaining manner, enhancing player understanding and enjoyment.

Sales Representative

Comcast, Xfinity
09.2021 - 02.2022
  • Conduct remote sales activities for Comcast, effectively promoting and selling cable TV, internet, and phone services
  • Demonstrate strong sales skills by consistently achieving and exceeding sales targets while remotely engaging with customers and addressing their concerns
  • Maintain up-to-date knowledge of Comcast products, pricing, and promotions, enabling accurate information dissemination and identification of upselling and cross- selling opportunities.
  • Monitor customer order process and addressed customer issues.

Production Worker

Dearborn Sausage
09.2020 - 03.2021
  • Demonstrated proficiency in assembly line operations, including inspecting, packaging, cutting, and packing meat products
  • Maintained cleanliness and sanitation of machines and rooms, ensuring adherence to food safety standards.
  • Analyze work orders to determine type and quantity of materials needed for each production batch.

Quality Inspector

TRIGO Global Quality Solutions
11.2019 - 04.2020
  • Conduct thorough inspections of products, materials, and components, ensuring compliance with quality standards and specifications
  • Document inspection results, identified deviations, and collaborate with cross-functional teams to resolve quality issues
  • Implement process improvements and provide training to maintain high product quality and efficiency.

Sales Associate

Concentrix
08.2019 - 12.2019
  • Generate new business opportunities through various methods such as prospecting, cold calling, networking, and referrals
  • Build and nurture strong client relationships by understanding their specific business needs and offering customized solutions
  • Consistently meet and exceed monthly and quarterly sales targets, driving consistent revenue growth
  • Leverage CRM systems to effectively track sales activities, manage leads and opportunities, and provide accurate sales forecasts.

Rehabilitation Aide

Naomi's Nest
02.2019 - 08.2019
  • Collaborate with a multidisciplinary team, to provide comprehensive care and support to individuals sick and recovering from substance abuse.
  • Monitor and document clients progress, maintaining accurate, and confidential records and compliance with HIPAA regulations.
  • Take part in team, meetings, case conferences, and trainings to stay updated on best practices enhance professional skills.
  • Provide crisis, intervention, and support during challenging situation or relapse episodes.
  • Conduct intake assessments, and facilitated individual and group therapy sessions to address addiction related issues and promote relapse prevention.
  • Take calls and scheduled appointments for patients.

Tax Specialist

American Tax Service
01.2019 - 04.2019
  • Use data entry skills to accurately input and process tax-related information during the seasonal tax preparation period
  • Assist clients in resolving tax-related inquiries and issues, providing clear explanations and guidance on tax matters
  • Demonstrate strong attention to detail, organization, and adherence to confidentiality when handling sensitive financial information.

Customer Service Advocate

Dialog Direct
07.2018 - 03.2019
  • Answer inbound calls, chats and emails to facilitate customer service.
  • Inform customers about billing procedures, processed payments and provided payment option setup assistance.
  • Provide exceptional customer service to healthcare plan
    members, addressing inquiries, resolving concerns, and
    ensuring customer satisfaction.
  • Handle a high volume of incoming calls, emails, and chat inquiries, maintaining professionalism and empathy in every interaction.
  • Act as a liaison between customers and internal departments, coordinating resolutions and ensuring timely follow-up on customer inquiries

Education

High School Diploma -

Newton County High School
Decatur, MS
04.2013

Skills

  • Resident Producer License
  • Medicare Specialist
  • G Suite
  • Excellent verbal and written communication skills
  • Strong attention to detail and ability to maintain accurate records
  • Collaborative and efficient
  • CRM Software
  • 45 wpm Typing Speed
  • Strong interpersonal skills, and ability to build rapport quickly

Certification

  • Licensed Resident Producer - Accident & Health

Timeline

Customer Care Agent

Assurance IQ
08.2023 - Current

Customer Service Specialist

Bold Penguin
09.2022 - 08.2023

Virtual Game Presenter

Playtech Online Casino / Virtual Game Presenter
01.2022 - 08.2022

Sales Representative

Comcast, Xfinity
09.2021 - 02.2022

Production Worker

Dearborn Sausage
09.2020 - 03.2021

Quality Inspector

TRIGO Global Quality Solutions
11.2019 - 04.2020

Sales Associate

Concentrix
08.2019 - 12.2019

Rehabilitation Aide

Naomi's Nest
02.2019 - 08.2019

Tax Specialist

American Tax Service
01.2019 - 04.2019

Customer Service Advocate

Dialog Direct
07.2018 - 03.2019

High School Diploma -

Newton County High School
Kiffany Gooden