Penelope K. Godbey
Haines City,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers.
Overview
15
15
years of professional experience
Work History
Cashier
Pilot Travel Centers
04.2024 - Current
- Greet customers entering store and respond promptly their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintain a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Help customers complete purchases, locate items, and join reward programs.
Family Caregiver
Mother
Orlando, FL
01.2013 - 01.2024
- Assisted family member with daily activities, such as bathing, dressing and grooming.
- Transported family member to medical appointments and other errands as needed.
- Organized medications for family member and administered them according to directions.
- Prepared nutritious meals for family member following dietary guidelines.
- Maintained a safe environment for the elderly by removing tripping hazards from living areas.
Senior Customer Service Advocate
Farmers Insurance Group
10.2009 - 12.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Assist agents with writing auto and home policies.
- Assist agents with changes that needed to be made on policies.
- Applied payments to policies.
- Worked closely with agents writing home policies based off of the home inspection.
- Mentored junior team members, sharing expertise in best practices for excellent customer service delivery.
- Consistently met or exceeded performance metrics, demonstrating a commitment to excellence in all tasks undertaken.
- Managed high-volume inbound calls and chats, maintaining professionalism under pressure.
Customer Service Collections Representative
JPMorgan Chase
04.2009 - 09.2009
- Maintained accurate records of collection activities, ensuring compliance with company policies and industry regulations.
- Managed high-volume call center environment, handling inbound and outbound calls professionally and efficiently.
- Developed tailored payment arrangements to maximize revenue recovery while maintaining customer relationships.
- Provided thorough documentation of all interactions with customers, allowing for seamless handoffs between team members and accurate account management.
- Increased customer satisfaction by promptly addressing and resolving account issues.
Education
High School Diploma -
Colonial High School
Orlando, FLAssociate of Arts - General Education
Valencia Community College
Orlando, FLSkills
- Customer Service
- Call/Chat Center Experience
- Auto Insurance Knowledge
- Policy management expertise
- Policy Adjustment Knowledge
- Data Entry
- Call Control
- Payment Processing
- Call documentation skills
Timeline
Cashier
Pilot Travel Centers
04.2024 - Current
Family Caregiver
Mother
01.2013 - 01.2024
Senior Customer Service Advocate
Farmers Insurance Group
10.2009 - 12.2020
Customer Service Collections Representative
JPMorgan Chase
04.2009 - 09.2009
High School Diploma -
Colonial High School
Associate of Arts - General Education
Valencia Community College
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