Selina Golphin
Jacksonville
Summary
Reliable decision-making, interpretation, problem solving and reasoning skills Commendable analytical and critical thinking abilities with a great eye for details Ability to work under pressure and effectively for long hours Ability to multitask and work in fast-paced environments Excellent written, verbal, and non-verbal communication skills Successful with building strong relationships and customer rapport Highly dedicated to the job and goal-oriented Proficiency in Microsoft Office and all of its components Outstanding customer service, retention and interpersonal skills Very honest, respectful and trust-worthy individual Proven ability to work in groups and independently with no supervision
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Convey Health
03.2024 - 02.2025
- Resolved customer inquiries through multiple communication channels, ensuring timely and effective responses.
- Collaborated with team members to streamline service processes, enhancing overall customer satisfaction.
- Maintained accurate records of customer interactions within CRM system, ensuring data integrity and accessibility.
- Identified recurring issues through feedback analysis, contributing to improved service strategies and solutions.
- Developed comprehensive knowledge of products and services to provide informed support to customers and colleagues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Customer Service Representative
Maximus
05.2023 - 03.2024
- Assisting customers / borrowers with their student loan accounts
- Resetting account passwords
- Student loan payments
- Processing student loans
Customer Success Agent
Freedom Mortgage
11.2021 - 06.2022
- Answering inbound and making outbound calls, responding to customer requests and delivering an exceptional quality of service to every customer
- Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need
- Working as part of a dedicated team to explain policies and procedures to customers
Customer Service Representative
HGS
09.2020 - 02.2021
- Assisted customers with questions regarding insurance account with Humana.
- Handled emails, inbound calls, and outbound calls
Seasonal Warehouse Associate
Football Fanatics
10.2017 - 01.2018
- Received, inputted, sorted, loaded and unloaded products
- Accurately checked in and tagged merchandise as they entered the facility
- Conducted physical inventory counts
- Counted, labelled, sorted and placed items on the shelves in an organized manner
- Packed and prepared products for specific events, store displays and shipping
- Operated computers and hand-held scanners to maintain the record-keeping of inventory
- Thoroughly cleaned the facility periodically throughout the day to keep a safe, clean and orderly work environment
- Properly disposed of damaged goods and documented them
Cashier
Winn-Dixie
02.2016 - 06.2016
- Consistently met and exceeded department expectations for productivity and accuracy levels
- Informed customers about the store's special promotional offers, sales, and discounts
- Operated cash register at the checkout counter, handled customers' payments, and assisted customers with their merchandise
- Maintained confidentiality of any information given
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees
- Attended to customers' concerns, focusing on first time resolution and building customer rapport
- Exhibited professional telephone etiquette and ensured connection to the appropriate department
- Conducted physical inventory counts and stocked shelves during the store's non-peak hours
Education
Diploma -
Biscayne High School
Jacksonville, FL01.2016
Skills
- Sales
- Accounts receivable
- Salesforce
- Phone etiquette
- CRM Software
- Typing
- Acute care
- CRM software
- Analysis skills
- Customer service
- Data entry
- Customer Service
- Communication skills
- Communication Skills
- Cold calling
- Care plans
- Microsoft Excel
- Windows
- Computer skills
- Negotiation
- Medical terminology
- Phone Etiquette
- Account management
- English
- Problem resolution
- Call center experience
- Payment processing
- Microsoft outlook
- Call management
- Order processing
- Documentation
- Customer relationship management (CRM)
- Research
Certification
- Driver's License
- CPR Certification
- Certified Medication Aide
- BLS Certification
Timeline
Customer Service Representative
Convey Health
03.2024 - 02.2025
Customer Service Representative
Maximus
05.2023 - 03.2024
Customer Success Agent
Freedom Mortgage
11.2021 - 06.2022
Customer Service Representative
HGS
09.2020 - 02.2021
Seasonal Warehouse Associate
Football Fanatics
10.2017 - 01.2018
Cashier
Winn-Dixie
02.2016 - 06.2016
Diploma -
Biscayne High School
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