LaDaja Gould
Houston,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializing in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Outbound Customer Engagement Coordinator
Holman
03.2021 - 03.2024
- Developed long-term partnerships to support strategic customers in key market segments.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Managed over 80 customer calls per day.
- Leveraged CRM tools to track customer interactions more efficiently, allowing for better follow-up on leads or issues raised by customers.
- Facilitated open communication between departments involved in the delivery of products/services to customers through regular meetings and updates.
Home Health Caregiver
Amazing Grace
10.2019 - 04.2021
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Assisted disabled clients to support independence and well-being.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
Security Monitor
CalAlantic
03.2020 - 06.2020
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Secured personal and company goods against robbery, vandalism, and illegal entry.
- Regulated vehicle and pedestrian traffic onto building grounds.
- Oversaw entry and exit of up to 90 employees and visitors daily
- Detected suspicious behavior through vigilant observation, preventing potential threats or breaches.
- Participated in staff meetings, special events, and professional development activities.
- Contacted law enforcement in case of unauthorized persons, documents, and materials.
Field Operations Assistant
VIP PetCare
05.2015 - 08.2018
- Produced, assessed and distributed monthly project status reports to identify possible issues.
- Supported high-impact projects to further improve and expand existing processes and procedures.
- Analyzed key metrics and business performance to drive data-supported decisions.
- Partnered with sales leaders to set strategies, territory design, sales targets and quotas.
- Worked with drivers, customers and company personnel to resolve service issues, routing and planning and mechanical problems.
- Boosted client satisfaction by diligently addressing concerns, keeping stakeholders informed of project updates, and ensuring timely project completion.
- Improved operational efficiency by identifying areas for process improvement and implementing innovative solutions to address challenges faced in the field.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Facilitated team-building exercises that fostered collaboration and communication among department members.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
Retal Sales Associate/Project Team Member
Best Buy
08.2013 - 06.2015
- Engaged with customers to build rapport and loyalty.
- Prepared merchandise for sales floor by pricing or tagging.
- Processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Gained strong leadership skills by managing projects from start to finish.
- Identified issues, analyzed information and provided solutions to problems.
- Learned and adapted quickly to new technology and software applications.
- Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
Education
Some College (No Degree) - Nursing
Prairie View A & M
TXCertification -
Program: PMI® Registered Education Provider
Remote01.2023
Certification - Presidents Citizen Corps
Harris County Citizen Corps
Houston,TX05.2019
Skills
- Operational Efficiency
- Customer Engagement
- Customer Service Process Improvement
- Adapt to Diverse Groups
- Self-Motivated
- Analytical and Critical Thinking
- Document and Records Management
- Administrative and Office Support
- Staff Training
- Fleet Monitoring
Timeline
Outbound Customer Engagement Coordinator
Holman
03.2021 - 03.2024
Security Monitor
CalAlantic
03.2020 - 06.2020
Home Health Caregiver
Amazing Grace
10.2019 - 04.2021
Field Operations Assistant
VIP PetCare
05.2015 - 08.2018
Retal Sales Associate/Project Team Member
Best Buy
08.2013 - 06.2015
Some College (No Degree) - Nursing
Prairie View A & M
Certification -
Program: PMI® Registered Education Provider
Certification - Presidents Citizen Corps
Harris County Citizen Corps