Siearra Goddard
Client services
CA
Summary
Accomplished Customer-focused professional offering 8+ years of client relationship management and sales strategy expertise. Dedicated to identifying customer needs to recommend products, services, and solutions driving revenue and fostering client loyalty. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
4
4
Certificates
1
1
year of post-secondary education
Work History
Onboarding and Client Services Specialist
Beyond Finance
Palo Verde, CA
12.2023 - Current
- Streamlined the support process by developing and implementing new procedures for more efficient case management.
- Delivered exceptional customer service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Gained extensive knowledge in data entry, analysis and reporting.
- Investigated and resolved accounting, service and negotiations concerns.
- Boosted client retention rates through effective problem-solving, probing questions and prompt communication.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Interpreted clients needs and introduced solutions to fit specific requirements.
- Met with clients to discuss assets, expenses, and long-term and short-term debt resolution goals to devise personalized financial plans.
- Built strong relationships with clients, fostering trust and loyalty in managing their financial health.
- Contributed to team success, consistently achieving department performance metrics.
- Maintained accurate records of all onboarding activities, ensuring compliance with company policies and legal requirements.
- Participated actively in weekly sales meetings, sharing insights from personal experiences that contributed to team success.
- IAPDA Certified.
Social Media/Chat Support Representative
IntouchCX - Spotify Program
03.2022 - 4 2023
- Assist customers through chat and social media outlets; multitasking many cases while sending clear and concise information to customers in a timely manner.
- Maintain a revolving knowledge of trending and possibly trending issues; reporting when needed and updating global trending issues Google Doc.
- Ability to navigate a variety of tools, knowledge base and customer engagement software.
- Maintain current knowledge of troubleshooting skills across android OS, iOS, gaming consoles, Smart tv's, and home speaker systems including Google cast and Alexa home products.
- Deep understanding of current social media platforms and professional involvement.
- Proficient at navigation, posting, and tracking all social media platforms including: Facebook, Instagram, TikTok, Twitter, Snapchat and Pinterest.
- Flexible to learn any new platform effectively as needed.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional interpersonal communication and writing skills through multiple presentation tools including: Canva, Google slides, Google meet and Zoom.
- Expert in independent work flow and time management, with a drive to learn and grow.
- Maintained customer profiles with proper and efficient data entry.
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
- Maintained an 98% or higher QA score throughout entire employment history.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Sought ways to improve processes and services provided.
Customer Service Representative Specialist
Realtor.com
08.2020 - 07.2021
- Answers incoming customer calls regarding billing issues, product problems, service questions and general customer inquiries.
- Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller.
- Update customer information in the customer service database, Salesforce with detailed notation of each call.
- Work with management team to stay updated on product knowledge and be informed of any changes in company policies.
- Utilizing effective communication and problem-solving skills via inbound phone to handle customer inquiries..
- Utilizing effective communication and problem-solving skills via inbound phone to handle customer inquiries
- Meeting or exceeding company expectations around productivity and service quality goals.
- Adhering to all attendance and punctuality guidelines.
- Monitored performance metrics such as call volume, length, resolution times against established goals.
- Continuously updated job knowledge through participating in educational opportunities offered by the company.
Barista
Dapper & Stout
12.2021 - 07.2022
- Promotes coffee consumption by educating customers; selling coffee and coffee grinding and brewing equipment, accessories, and supplies; preparing and serving a variety of coffee drinks, along with pastries and cookies.
- Keeps equipment operating by following operating instructions; troubleshooting breakdowns; maintaining supplies; performing preventive maintenance; calling for repairs.
- Maintains a safe and healthy work environment by following organization standards and sanitation regulations.
Server
Hanny's
07.2021 - 11.2021
- Coordinate with guests to record drink and food orders.
- Administer efficient delivery of food and drinks to the dinner table to ensure good dining services.
- Assist attendants and cook to serve food and drinks.
Server/Barista
Mauna Kea Beach Resort
06.2019 - 03.2020
- Greet and ensure the guest has a wonderful experience making reservations or making any special requests.
- Organize all reservations.
- Make sure all food meets company standards while satisfying the customer's expectations.
Adventure Tour Guide
Hawaii Island Adventures
06.2019 - 03.2020
- Book and confirm all tours, along with assisting guests with any questions or concerns.
- Provide guests with all things necessary for an enjoyable experience.
- Ensure all guests are educated and briefed on water safety.
Hostess
Foster's Kitchen
11.2018 - 06.2019
- Provide top notch customer service in a fast-paced environment.
- Greeting guests as they enter, and putting them on a waiting list as necessary.
- Engaging with guests to ensure they're happy with food and service.
Front Desk Concierge
Mandara Spa
07.2018 - 11.2018
- Retails sales, marketing.
- Accompany guests from their room to the appointment, serve refreshments, organize towels in a locker room.
- Performed basic administrative duties such as filing documents or photocopying materials.
- Tracked inventory of supplies needed for front desk operations.
- Resolved customer complaints in an efficient and timely manner.
Sales Associate
Sugar Coast Candy
08.2017 - 07.2018
- Maintain in-stock and presentable condition in assigned areas.
- Assess customers needs and provide assistance and information on product features.
- Follow and achieve the department's sales goals on a monthly, quarterly and yearly basis.
- Process POS (point of sale) purchases.
Hostess / Bus Person
Pineapples
06.2015 - 08.2015
- Collaborate with wait staff to ensure that tables are cleared, cleaned and waiting for the next party.
- Greet guests and patrons personally as they enter into the establishment.
- Manage event related work including setting up tables and maintaining.
Hostess / Bus Person
Bongo Ben's Island Cafe
05.2014 - 01.2015
- Maintain clean and organized tables and work areas.
- Present menus, make recommendations and take orders.
- Assist in washing dishes if the kitchen/bar staff.
Education
High School Diploma -
Hawaiian Preparatory Academy
Waimea, HI05.2017
No Degree - Marine Sciences
Hawaii Community College
Hilo, HI 08.2017 - 11.2018
Skills
Analytical Skills
Data Entry
Organizational Skills
Client Relations
Analytical Thinking
Time Management
Cross-Functional Collaboration
Problem-solving abilities
Excellent Communication
Certification
First Aid Certification
References
References available upon request
Timeline
IAPDA Certification
12-2023
Onboarding and Client Services Specialist
Beyond Finance
12.2023 - Current
Social Media/Chat Support Representative
IntouchCX - Spotify Program
03.2022 - 4 2023
Barista
Dapper & Stout
12.2021 - 07.2022
Server
Hanny's
07.2021 - 11.2021
Customer Service Representative Specialist
Realtor.com
08.2020 - 07.2021
First Aid Certification
06-2019
Lifeguard Certification
06-2019
Server/Barista
Mauna Kea Beach Resort
06.2019 - 03.2020
Adventure Tour Guide
Hawaii Island Adventures
06.2019 - 03.2020
Hostess
Foster's Kitchen
11.2018 - 06.2019
Front Desk Concierge
Mandara Spa
07.2018 - 11.2018
No Degree - Marine Sciences
Hawaii Community College
08.2017 - 11.2018
Sales Associate
Sugar Coast Candy
08.2017 - 07.2018
Hostess / Bus Person
Pineapples
06.2015 - 08.2015
Hostess / Bus Person
Bongo Ben's Island Cafe
05.2014 - 01.2015
Food Handler Certification
03-2014
High School Diploma -
Hawaiian Preparatory Academy