Octavia Gooden
Pensacola,USA
Summary
Detail-oriented business owner with progressive leadership background and advanced training and team-building abilities. Works easily with employees to meet and exceed targets for quality, service, and speed. Quick-thinking problem-solver with exceptional communication and conflict-resolution skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every colleague and member a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
MSR III
Navy Federal Credit Union
06.2023 - Current
- Answer customer inquiries via phone, email, and chat
- Provide product information to customers
- Assist customers with order placement and payment processing
- Resolve customer complaints professionally by deescalating members in difficult situations
- Improve product knowledge continuously to provide optimal service and achieve sales
- Help guide new MSRs on how to navigate the manual and ask probing questions
- Answer questions in the general chat about specific products, promotions, and rates
- Diligently protect Navy Federal member from fraud occurrences and losses
- Created a monthly newsletter for my team, informing them of Navy Federal policies, upcoming events, and opportunities to network
- Acquired a substantial amount of post call surveys majority of them resulting in 100% satisfaction from multiple members
- Coordinate and attend volunteer events
- Attend social events such as CCO Connect, Ice Cream Social, Walk Up and Talk Up, Dinner with leaders, and Moments with Management
- Attend multiple job shadows
- Administer the biweekly timesheet reminders
- Created Tidbit Tuesdays where I administer a true or false question about a specific procedure done in the manual and award the team member who gave the correct answer
Owner/Administrator
The Testing Emporium
05.2021 - Current
- Generated operations reports to forecast business needs and make planning decisions
- Considered each team member’s unique talents when assigning tasks and projects to maximize success for employees and overall team
- Complied with corporate regulations, policies, and procedures to maximize safety, security, and overall trust in organization and employees
- Built competitive edge with well-planned growth and strategic business
- Proctor exams for Pearson Vue, Kryterion, and Meazure for multiple professions
Shift Manager
McDonald's
06.2017 - 05.2022
- Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere
- Kept operations smooth and professional with consistent opening, closing, and shift change task lists
- Organized schedules and delegated assignments based on employee knowledge and strengths
- Addressing issues head-on to prevent escalation
- Maintained high performance levels by successfully training, monitoring, and motivating shift employees
Education
Bachelor - Exercise Science
University of West Florida
Pensacola, FL12.2024
Associate - Physical Therapy
Pensacola State College
Pensacola, FL05.2022
Skills
- Active Listening
- Analytical and Critical Thinking
- Attention to Detail
- Calm Communication
- Collaborating
- Computer Literacy
- Customer Relations
- Integrity
- Mentoring
- Microsoft Office
- Multitasking
- Organization
- Problem Solving
- Project Management
- Supervision and Leadership
- Time Management
- Troubleshooting
Accomplishments
Owning and operating my own
business at the age of twenty is
one of my biggest
accomplishments. The Testing
Emporium is a state-certified
career testing site for individuals
and companies. I am a certified
Testing Administrator with
Pearson Vue, Kryterion, and
Meazure. Being a business owner,
a full-time student, and a full-time
manager at one point taught me
from a young age how to be a
leader and to take my
responsibilities with pride. Since working at
Navy Federal, I have built my
brand with various leaders in
multiple departments. I have
received over fifteen member
compliments and multiple
post -call surveys where I have
100% satisfaction. I have received
multiple rewards, and I constantly
assist fellow MSRs with any
questions they may have.
Community Service
I have received over 500 hours of community service from many different
establishments. These range from chiropractic offices, veterinarian clinics,
library assistant, physical therapist office, sports medicine clinic, etc. I enjoy
giving back to the community and dedicating my time and effort to various
causes.
Timeline
MSR III
Navy Federal Credit Union
06.2023 - Current
Owner/Administrator
The Testing Emporium
05.2021 - Current
Shift Manager
McDonald's
06.2017 - 05.2022
Associate - Physical Therapy
Pensacola State College
Bachelor - Exercise Science
University of West Florida
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