Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rolanda Goodwin

Columbia,SC

Summary

Customer service professional equipped with strong background in client relations and problem-solving. Skilled in active listening, effective communication, and conflict resolution to ensure customer satisfaction. Known for strong team collaboration, adaptability, and reliability in meeting evolving demands. Consistently delivers results through empathy, patience, and solutions-focused approach.

Overview

26
26
years of professional experience

Work History

Customer Care Advocate

Verizon Wireless
01.2017 - Current
    • Assisted call-in customers with questions and orders.
    • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
    • Met customer call guidelines for service levels, handle time and productivity.
    • Increased efficiency and team productivity by promoting operational best practices.
    • Leveraged strong listening skills to identify customer needs and recommend appropriate solutions or alternatives.
    • Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
    • Contributed to process improvements by offering valuable input during team meetings and brainstorming sessions.
    • Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
    • Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
    • Maintained high levels of customer retention with proactive outreach initiatives.
    • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
    • Educated customers about billing, payment processing and support policies and procedures.
    • Investigated and resolved accounting, service and delivery concerns.
    • Responded to customer needs through competent customer service and prompt problem-solving.
    • Followed up with customers about resolved issues to maintain high standards of customer service.
    • Contributed to team success, consistently achieving call center performance metrics.
    • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
    • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
    • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
    • Collaborated with team members to achieve shared goals in improving overall customer experience.
    • Learned and adapted quickly to new technology and software applications.

Customs Entry Writer

DHL Global Forwarding
06.2011 - 01.2017
  • Managed high-volume workload efficiently, prioritizing tasks to meet tight deadlines while maintaining accuracy in all customs entries.
  • Monitored shipment statuses proactively through various tracking tools available online, keeping clients informed about any potential delays or disruptions affecting their cargo.
  • Collaborated closely with regulatory agencies such as FDA and EPA when required for specific imports, ensuring full compliance with all relevant protocols.
  • Resolved issues related to missing or incomplete documentation swiftly, minimizing disruption to both clients and logistics partners involved in the import process.
  • Collaborated with internal teams to ensure compliance with US customs regulations, minimizing risk of penalties and fines.
  • Maintained organized electronic files for all customs entries, facilitating easy retrieval of information when required for audits or other reviews.
  • Assisted in training new Customs Entry Writers, sharing expertise and best practices for effective performance within the role.
  • Collaborated with support staff and modal departments to maintain import data integrity and compliance with customer SOP.
  • Analyzed and validated import documentation and data to remain in accordance with applicable laws and regulations.
  • Prepared and processed import and export documentation according to customs regulations, laws or procedures.
  • Developed and maintained relationships with customs brokers, freight forwarders and customers.
  • Prepared and submitted Harmonized Tariff Schedules (HTS) codes to US Customs.
  • Liaised with freight forwarders to track shipments and coordinate timely release from customs custody upon arrival at port.

Certified Medical Assistant

Dr. Love
12.2009 - 06.2011
  • Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
  • Educated patients on preventative care measures, effectively reducing the risk of future health complications.
  • Performed diagnostic tests accurately, contributing to swift diagnosis and appropriate treatment options.
  • Prepared lab specimens for diagnostic evaluation.
  • Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
  • Prepared and administered medications to alleviate patient symptoms.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Optimized inventory management, ordering supplies as needed while minimizing waste and adhering to budget constraints.
  • Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
  • Taught patients about medications, procedures, and care plan instructions.
  • Streamlined communication between healthcare providers, facilitating timely treatment plans and decision making.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Increased patient safety by meticulously following infection control protocols and maintaining a sterile environment.

Credit Analyst

Staples
04.2006 - 12.2009
  • Participated in loan committee meetings to provide input on lending processes.
  • Ensured compliance with internal policies and regulatory requirements through diligent documentation of all credit decisions.
  • Assessed credit risk and analyzed financial statements.
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
  • Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
  • Made decisions and recommendations about extending lines of credit.
  • Improved overall portfolio quality, conducting regular reviews of existing accounts and recommending appropriate actions.
  • Streamlined the loan approval process for faster results by implementing an efficient credit scoring system.
  • Analyzed credit scores to determine borrowers' creditworthiness.
  • Reduced delinquency rates with proactive monitoring of clients'' credit performance and timely communication.
  • Collaborated with cross-functional teams for comprehensive client assessments, supporting informed decisionmaking.
  • Developed customized financial models to assess borrower''s capacity, ensuring accurate credit evaluation.
  • Mentored junior analysts, sharing best practices and fostering their professional development in credit analysis techniques.

Quality Control Analyst

Time Warner Cable
07.2003 - 04.2006
  • Inspected incoming products for adherence to labeling laws and company quality standards.
  • Conducted data review and followed standard practices to find solutions.
  • Inspected items and compared against standards to meet regulatory requirements.
  • Evaluated risks associated with potential changes in processes or materials, mitigating negative impacts on final products.
  • Improved overall production efficiency by identifying and resolving quality control issues.
  • Reduced customer complaints with consistent monitoring of products for adherence to company standards.
  • Enhanced product quality by conducting thorough analyses and implementing corrective actions.
  • Provided training to new hires on quality control procedures, fostering a culture of excellence within the team.
  • Supported continuous improvement initiatives by analyzing data trends and recommending process enhancements.
  • Conducted root cause analysis for recurring issues, developing long-term solutions to prevent recurrence.
  • Analyzed quality and performance data to support operational decision-making.

Life Insurance Underwriter

Colonial Life & Accident Insurance Company
06.1998 - 07.2003
  • Evaluated high-risk applicants using a combination of medical records, personal interviews, and external investigations to provide informed recommendations.
  • Streamlined the underwriting process for faster turnaround times through effective communication with brokers and agents.
  • Increased operational efficiency through continual refinement of underwriting policies, procedures, and tools.
  • Evaluated complex cases involving multiple risk factors and provided recommendations based on thorough analysis of the applicant''s overall insurability profile.
  • Strengthened client relationships by providing timely and accurate feedback on individual case statuses and eligibility decisions.
  • Minimized company exposure to losses by diligently adhering to established underwriting standards in all decision-making processes.
  • Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
  • Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
  • Collaborated with actuarial teams to develop pricing strategies based on detailed risk assessments.
  • Developed comprehensive knowledge of specialized underwriting guidelines for niche market segments, resulting in increased business opportunities.
  • Improved underwriting accuracy by consistently reviewing and analyzing medical, financial, and occupational data.

Education

BBA - Cyber Security

Colorado Technical University
Colorado Springs, CO
12-2025

Associate of Arts - Human Healthcare Administrative

Colorado Technical University
Colorado Springs, CO
01-2018

Skills

  • Active Learning
  • Call center experience
  • Data entry proficiency
  • CRM software proficiency
  • Escalation management
  • Problem Resolution
  • First Call resolution
  • Project Management
  • Order Processing
  • Billing coordination
  • Database Research
  • CRM Software
  • Custom order management
  • Security verification
  • Senior leadership support
  • Multitasking
  • Problem-solving abilities
  • Attention to Detail

Timeline

Customer Care Advocate

Verizon Wireless
01.2017 - Current

Customs Entry Writer

DHL Global Forwarding
06.2011 - 01.2017

Certified Medical Assistant

Dr. Love
12.2009 - 06.2011

Credit Analyst

Staples
04.2006 - 12.2009

Quality Control Analyst

Time Warner Cable
07.2003 - 04.2006

Life Insurance Underwriter

Colonial Life & Accident Insurance Company
06.1998 - 07.2003

BBA - Cyber Security

Colorado Technical University

Associate of Arts - Human Healthcare Administrative

Colorado Technical University

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Rolanda Goodwin