Shira Gooden
Pensacola
Summary
Accomplished U.S. Army veteran eager to leverage my extensive leadership competencies to elevate the standard of service at Navy Federal Credit Union. Additionally, I am committed to upholding the exceptional member service for which our organization is recognized, while actively promoting and embodying the culture of Navy Federal Credit Union among my peers.
Overview
16
16
years of professional experience
Work History
MSR III, Account Services
Navy Federal Credit Union
11.2017 - Current
- First point of contact with our members managing high call volumes in a timely manner.
- Demonstrate extensive job knowledge and instilling value in each member, practicing our business mantra, "Members Are Our Mission.".
- SME in our team chat assisting with providing manual links and verbiage guidance.
- Actively look for red flags to ensure the safety and security of our members accounts,
- Events Coordinator and CCO Trainshare updates informer as my team job.
- Ensure to complete all training bytes and hold myself and my team accountable to ensure that we are complying with the latest policy changes.
E-4, Specialist
United States Army
10.2008 - 01.2020
- Multiple deployments including tours in Afghanistan and Iraq.
- Gathered, organized and input information into digital database.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Urology Division
The Woodlands Medical Center
01.2012 - 11.2017
- Contributed to the professional development of nursing staff through mentorship and ongoing training in urology best practices.
- Reduced hospital readmission rates by conducting thorough discharge planning and patient education on self-care management.
- Managed complex caseloads of patients with various urological disorders, ensuring timely diagnosis and treatment.
- Supported clinical research initiatives in the field of urology, advancing knowledge and improving patient outcomes.
- Served as a liaison between urology specialists and primary care providers, ensuring seamless coordination of patient care.
- Collaborated with multidisciplinary teams to develop individualized care plans for patients with urological conditions.
- Assisted physicians in performing urologic procedures, ensuring optimal patient care.
- Facilitated strong relationships between patients, families, and healthcare providers by serving as a knowledgeable resource on urological issues.
Skills
- Leadership
- Mentoring and Teaching
- Effectively Communicates
- Efficient Time Management Skills
- Dependable and Dedicated
- Computer Proficient
- Microsoft Office, Word, Excel, Power Point, and Outlook
Awards and Accolades
.
Timeline
MSR III, Account Services
Navy Federal Credit Union
11.2017 - Current
Urology Division
The Woodlands Medical Center
01.2012 - 11.2017
E-4, Specialist
United States Army
10.2008 - 01.2020
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