Toyia Goodwin
Louisville,Ky
Summary
Hardworking Customer Service Representative with a strong history of meeting and exceeding customer expectations. Sales and service expert with record of achieving performance targets while maintaining high-quality standards. Expert-level knowledge of industry service protocols and best practices. Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
McKesson
Louisville, Ky
08.2021 - Current
- Handled customer inquiries, billing questions, payments, and service requests
- Documented, researched, and resolved customer service issues
- Followed up with customers to offer additional support and check resolution satisfaction
- Managed customer calls efficiently in a fast-paced call center environment
- Updated records with all interactions and customers transactions
- Resolved customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills
- Answered customer inquiries via phone, email, and chat.
- Processed invoices, payments and credits for customers.
- Analyzed vendor invoices for accuracy and discrepancies.
- Reviewed and processed incoming invoices for payment.
Inside Sales Representative
MSC Industrial Supply
Louisville, Ky
11.2017 - 02.2020
- Handled customer inquiries, billing questions, payments, and service requests
- Enhanced customer satisfaction with fast, knowledgeable service
- Resolved customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills
- Updated records with all interactions and customers transactions using 2 screen monitors at once
- Documented, researched, and resolved customer service issues
- Met inbound customer needs while maintaining strict performance targets
- Completed over 75 to a 100 phone calls a day following up with customers to share findings and offer solutions
Inbound Customer Service Representative
ADP
Louisville, Ky
08.2013 - 10.2017
- Investigated problems using multiple databases and applications to identify causes and optimal solutions
- Assisted customers with troubleshooting and resolving technical issues
- Settled disputes over service and product issues with excellent conflict mediation skills and expertise in internal procedures
- Handled customer inquiries, billing questions, payments, and service requests
- Anticipated needs and resolved problems to keep customers happy
- Compiled customer feedback to recommend improvements to management
- Resolved issues based on thorough investigations of concerns
Education
Associates Degree -
Ivy Tech
10.2006
GED -
Ahrens Adult Ed
07.2002
Skills
- Product promotion
- Call management
- Record preparation
- Account updating
- Strong communication
- Product knowledge
- Customer-Focused
- Customer Service Excellence
- Invoice processing
- QuickBooks experience
- SAP
- Medicare billing
- Medical Billing Understanding
- Pharmacy billing
Timeline
Customer Service Representative
McKesson
08.2021 - Current
Inside Sales Representative
MSC Industrial Supply
11.2017 - 02.2020
Inbound Customer Service Representative
ADP
08.2013 - 10.2017
Associates Degree -
Ivy Tech
GED -
Ahrens Adult Ed