Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nicole Goodman

Summary

Results-driven IT professional with over 20 years of client relations expertise in various roles and industries • Exceptional management of various complex projects with high productivity and customer satisfaction results. • Conducted peer trainings on various products and procedures as needed• Order Service Matter Expert and Resolution Specialist

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Associate

AT&T
Sunrise, Florida
11.2007 - Current
  • Managed government, medical and education accounts, acting as liaison by providing direct support to customers, vendors, account executives, and service managers.
  • Responsible for facilitating inter-departmental communications for customers including repairs, installations, and billing. Investigated and resolved all inquiries, complaints and technical issues with services.
  • Collaborated with technical staff and revenue recovery team acting as ordering subject matter expert to correct accounts under billing business customers. Performed testing and resolved backend fallout issues to completion. Team recovered over 1 million dollars in lost annual revenue for business wire line services.
  • Conducted In person and virtual training classes on various product ordering methods and procedures, increasing office productivity and efficiency.
  • Created workflow templates and job aids utilized by teams for guidance and support. Provided peer to peer training to ensure complete understanding of work processes, raise knowledge levels and close learning gaps ensuring objectives are met.

Service Associate

BellSouth Telecommunications
Fort Lauderdale, FL
02.2004 - 11.2007
  • Responded to 60+ customer calls and emails daily to answer questions about products and services.
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
  • Boosted customer loyalty and improved implementation of solutions by personalizing interactions.

Education

Bachelor of Science - Information Technology

Broward College
Fort Lauderdale, FL
08.2022

Associate of Arts - General Studies

Broward College
Fort Lauderdale, FL
05.2020

Skills

  • Advanced Problem Solving
  • Analytical and Methodical
  • Critical & Creative Thinking
  • Detailed Oriented
  • Identifying Risks
  • Information Protection
  • Information Review
  • Peer Collaborator
  • Procedure Development
  • Project Management
  • Risk Management
  • Quality Management
  • Training Development
  • Task prioritization

Certification

  • CompTia Security+ Certification
  • Information Technology Technical Certificate (Broward College)
  • CompTia Project+ Certification
  • Agile Fundamentals Professional Certification (ICP)
  • Certified Associate of Project Management (CAPM) Project Management Institute


Timeline

Customer Service Associate

AT&T
11.2007 - Current

Service Associate

BellSouth Telecommunications
02.2004 - 11.2007

Bachelor of Science - Information Technology

Broward College

Associate of Arts - General Studies

Broward College

Similar Profiles

CREATE PROFILE
Nicole Goodman