Summary
Overview
Work History
Education
Skills
Timeline
Generic

Natasha Godfrey

Owasso,OK

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

16
16
years of professional experience

Work History

Call Center Representative

Support Services Group
10.2022 - Current
  • Strong time management and organizational skills to ensure smooth and seamless operations.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Educated customers on company systems, form completion, and access to services.
  • Met customer call guidelines for service levels, handled time, and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Troubleshoots computer/equipment errors
  • Experienced user of Salesforce, InContact call system, CRM systems, and OMNI-Channel
  • Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
  • Trained new personnel regarding company operations, policies, and services.
  • Documents a case properly, provides sufficient memos to the case interactions, and attaches proper files.
  • Understands and strives to meet and exceed call center metrics while providing excellent consistent customer service.
  • Provides empathy and solutions in a fast-paced environment, focusing on one-call resolution.
  • Participates in Zoom and Google Teams meetings with knowledge of system settings.
  • Answers call from clients to learn about and address their needs, complaints, or other issues with products or services.
  • Understands and strives to meet and exceed call center metrics while providing excellent consistent customer service.
  • Handles high level of inbound calls 60 to 100 promptly manner while providing exceptional customer service with detailed knowledge of products offered or account details.
  • Correctly uses verification process on accounts.

Front End Supervisor

Home Depot
08.2018 - 11.2020
  • Monitored cash drawers in 9 checkout stations to verify adequate cash supply.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees and trained them on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Mentored team members to enhance professional development and accountability in the workplace.
  • Established objectives to offer team members a clear roadmap to help the company achieve overall goals.
  • Maintained focus during busy times and delegated tasks to employees to keep the business running smoothly.
  • Walked through the department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Marked down clearance items and relocated merchandise to proper store areas.
  • Mentored new sales associates to contribute to the store's positive culture.
  • Decreased inventory shrinkage, drive-off, and daily cash discrepancies by closely monitoring daily operations.
  • Kept a close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
  • Trained newly hired sales team in upselling techniques.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions, and individual employee strengths.
  • Successfully sell plans, credit card applications, and reward cards.
  • Maintained front-end cash drawers and all monies needed per shift for cashiers

Dental Assistant

Tanana Chiefs Conference
04.2010 - 12.2010
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for the next patient and maintain health and safety practices.
  • Sanitized trays, instruments, and surfaces for clean dental office settings and patient safety.
  • Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
  • Sterilized rooms and prepped equipment and instruments for 10 to 15 procedures daily.
  • Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
  • Prepared patient x-rays and images for dentist review.
  • Assisted dentists, hygienists, and other personnel by handling appropriate tools and supplies needed for procedures.
  • Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
  • Explained treatment procedures and instructed patients on home care guidelines.
  • Prepared and arranged instruments, medications, and required materials for dental procedures.
  • Documented patient dental health information, medical history, and vital signs for future reference.
  • Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate.
  • Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
  • Took dental images following strict patient protection rules, applying lead aprons.
  • Educated patients by giving oral hygiene, plaque control, and postoperative instructions.
  • Monitored patient comfort and safety during dental procedures.
  • Scheduled appointments, prepared bills, and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records.
  • Prepared and sterilized instruments and materials for use by dentists.
  • Scheduled and confirmed patient appointments.
  • Prepared patient X-rays and images for review by the dentist.
  • Assisted dentists by passing instruments, suctioning intraoral fluids, adding water, and mixing materials for fillings, casts, and impressions.
  • Staged tray for procedures by arranging dental instruments and equipment.
  • Verified patient insurance eligibility and benefits.

Head Cashier

Price Cutter
02.2008 - 09.2010
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Processed both cash and card purchases and returns.
  • Received and processed customer payments.
  • Resolved escalated customer disputes with special actions such as discounts.
  • Assisted customers by answering questions and fulfilling requests.
  • Educated employees on register use, merchandising, and customer service.
  • Led cashiers and associates in providing thoughtful customer service.
  • Taught employees fundamentals of register use, merchandise scanning and customer service.
  • Alleviated customer service needs with policy-appropriate solutions.
  • Maintained stock to meet expected customer demand.
  • Mentored new team members on POS system operation, customer service strategies, and sales goals.
  • Helped management develop employee improvement plans and motivate team members to continually improve.
  • Performed cash, card and check transactions to complete customer purchases.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Processed refunds and exchanges in accordance with company policy.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Checked personal identifications during alcohol and tobacco sales.
  • Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
  • Set up new sales displays each week with fresh merchandise.

Education

Associate of Applied Science - Healthcare Administration

Community Care College
Tulsa, OK
10.2022

Associate of Applied Science - Business And Industry Managment

Community Care College
Tulsa, OK
10.2022

Diploma - Dental Assistant

Everest College
Springfield, MO
02.2008

Skills

  • Call Control
  • Call Center Operations
  • Customer Service
  • Technical Support
  • Quality Assurance
  • Resolving Issues
  • Quality Control
  • Technical Troubleshooting
  • Inbound Phone Calls
  • Performance Improvement

Timeline

Call Center Representative

Support Services Group
10.2022 - Current

Front End Supervisor

Home Depot
08.2018 - 11.2020

Dental Assistant

Tanana Chiefs Conference
04.2010 - 12.2010

Head Cashier

Price Cutter
02.2008 - 09.2010

Associate of Applied Science - Healthcare Administration

Community Care College

Associate of Applied Science - Business And Industry Managment

Community Care College

Diploma - Dental Assistant

Everest College

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Natasha Godfrey