Kristiana Goodwin
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Health Plan Advocate
Bloom Insurance Agency
08.2023 - 11.2023
- Boosted customer satisfaction by providing feedback to agents on their strengths and areas for improvement.
- Identified trends in agent performance through consistent analysis of recorded calls, leading to targeted training interventions.
- Improved overall call center efficiency by making recommendations for process improvements based on observed trends.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
Sales Associate
Red Wing Shoes
07.2019 - 10.2021
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Increased sales revenue by building strong customer relationships and providing tailored product recommendations.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
Front Line Agent / Call center Representative
iQor
09.2018 - 06.2019
- Responsible for answering all inbound calls
- Providing empathy and assurance to each customer
- Answering any questions or concerns the customer has about filing a claim
- Helping each customer through the claim process for Lost/Stolen and damaged devices.
- Assisted customers with inquiries, addressing concerns, and ensuring a positive experience.
- Managed high call volume while maintaining exceptional customer service standards.
Front Desk Associate
Massage Envy
07.2017 - 09.2018
- Making calls to inactive members to invite them to schedule an appointment
- Organized front desk area to maintain a professional and welcoming appearance for guests.
- Relaying concerns to the manager
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
- Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
- Maintained strict guest privacy standards by securely handling sensitive information such as payment details or personal data.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Enhanced customer satisfaction with personalized service, understanding individual needs, and offering appropriate membership plans.
Call Center Representative
Allstate Insurance
06.2016 - 12.2016
- Responsible for getting information for a quote
- Responsible for filing away clients' information.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Education
Dental Assistant -
The College of Health Care Professions
08.2022
Associates in Science (AS) -
Collin Community College
08.2020
High School Diploma -
Plano East High School
06.2017
Skills
- Providing Exceptional Service
- Solving Problems
- Increasing Sales
- Dynamic customer service professional
- Experienced in call-center and retail store settings
- Excel in listening to customer needs, articulating product benefits, and creating solutions that provide value to the customer
- Build and maintain enduring customer relationships to boost sales and generate repeat business
Certification
- RDA - Registered Dental Assistant
- Licensed in Life and Health Insurance - 8/25/23 - 2/28/25
Timeline
Health Plan Advocate
Bloom Insurance Agency
08.2023 - 11.2023
Sales Associate
Red Wing Shoes
07.2019 - 10.2021
Front Line Agent / Call center Representative
iQor
09.2018 - 06.2019
Front Desk Associate
Massage Envy
07.2017 - 09.2018
Call Center Representative
Allstate Insurance
06.2016 - 12.2016
Dental Assistant -
The College of Health Care Professions
Associates in Science (AS) -
Collin Community College
High School Diploma -
Plano East High School