Customer Service Support

OBJECTIVE

SKILLS

WORK HISTORY

DEANNA D. GODDARD

** ********* **., ********, ******* 36571

Home: 251-***-**** - Cell: 251-***-**** - **********@*****.*** To be a willing Candidate that is easily coached and molded to further enhance the Training Department by retaining productive new agents to a level that is the strongest. To provide an uplifting positive atmosphere for new agents that is encouraging while gaining new knowledge that influences a positive confidant self esteem. I provide a positive outgoing personality that learns quickly with a good work ethic. I would love the opportunity to expand my knowledge and experiences while still gaining new knowledge and experience in Alorica by helping others reach their goals. Since August 2015, Alorica has provided me with many new opportunities to grow in the company and within myself allowing me to be an asset to others. Seeking and reaching continuous excellence of Customer Retention and Customer Care that grows Alorica to excellence in the Verizon Standards.

Please allow me the opportunity to help encourage and influence others to the beginning of what their full potential can be.

My time as Floor Support-Support Coach has been extremely awesome as I see new agents gain confidence and knowledge through my assistance.

Exceptional interpersonal communication

Excellent time management skills

Effective problem solver

Customer-focused

Microsoft Outlook, Word and Excel

Exceptional telephone etiquette

Customer interface expertise

Strong problem solving aptitude

Persuasive speaker

Creative problem solver

Exceptional communication skills

Quick learner

Strong client relations

Training development aptitude

08/2015 to Current Customer Serviice Support Coach Alorica INC. – Saraland, 36571, AL

Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Adhered to all confidentiality requirements at all times. Met all customer call guidelines including service levels, handle time and productivity. Trained staff on operating procedures and company services. Provided accurate, specific and timely performance feedback for CSRs. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Managed work flow to exceed quality service goals. Maintained up-to-date knowledge of product and service changes. Solved unresolved customer issues.

Trained staff on operating procedures and company services. Identified individual development needs with appropriate training. Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Fostered an environment which encouraged continual process improvements. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

01/2014 to 09/2014 Lead Customer Service Cook

Rouse's – Saraland, 36571, AL

Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Facilitated inter-departmental communication to effectively provide customer support. Trained staff on operating procedures and company services. Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Updated customer orders from start to finish in an accurate and timely manner. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Managed work flow to exceed quality service goals. 09/2013 to 12/2013 Customer Service

Lubby's – Houston, TX

Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Solved unresolved customer issues.

Strong leader of customer support staff.

02/2011 to 12/2012 Customer Service

Popeye's – Saraland, 36571, AL

Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers. Strong leader of customer support staff.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Trained staff on operating procedures and company services. Identified individual development needs with appropriate training. Full Time Mom

Stay At Home Mom – New Hope, AL

Office and Shop Manager

If It's Granite – Decatur, AL

Investigated and resolved customer inquiries and complaints in an empathetic manner. Promptly responded to inquiries and requests from prospective customers. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Reviewed plans and specs during the schematic design of pre-construction. Conducted all critical pre-installation conferences with general contractors, subcontractors, consultants and manufacturer's representatives.

Digitally archived weekly progress and technical “Knowledge Base” photographs of all assigned projects.

Prepared and followed through on all required punch lists. Oversaw the entire building turnover process, while enhancing communication between all construction management.

Determined the project schedule, which included the sequence of all construction activities. Conducted routine quality audits to ensure that work was progressing per the specifications and initiated corrective actions.

Trained and promoted continued education for all onsite crew members. Exceeded company objectives with [results].

Spearheaded cross-functional initiative to achieve [objective]. Trained, coached and mentored staff to ensure smooth adoption of new program. New Home Purchase Specialist

American Mortgage – Decatur, AL

Responded to all customer inquiries thoroughly and professionally. Greeted customers in a timely fashion, while quickly determining their needs. Answered customer questions about product availability and shipment times. EDUCATION

ACHIEVEMENTS

Managed and recorded all leads from outbound telephone marketing. Set up new accounts, established customer credit, and set up payment methods. Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries. Wrote sales contracts for orders obtained and submitted orders for processing. Recorded prospect contact information in [Software name]. Maintained friendly and professional customer interactions at all times. 1983 High School Diploma:

Shawnee Mission Northwest - Shawnee Mission, KS

ROTC, Volleyball team, Softball, Track

1984 Certified Nurse's Aide: Biology First Aid

Johnson County Community College - Olathe, KS

1986 2Years completed: Computer Sciences/Basic Classes Brown Mackie College - Overland Park, KS

Excellent Attendance Record

Consistently met or exceeded productivity goals/standards Highly motivated/set personal high standards

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