Jana L. Goodwin

Allen, TX ***** 469-***-**** acv7fa@r.postjobfree.com

PROFILE

* Communications * Leadership * Project Management * Customer Service

Dedicated professional with a solid background in administration, marketing, project management, customer service and communications. Strategic and creative thinker with proven abilities developing strong client relationships quickly. Proven success in leading teams and individuals from diverse professional and cultural backgrounds and builds rapport to drive employee awareness and engagement.

SELECTED ACCOMPLISHMENTS

Events Management:

• Created webcast events that boosted employee engagement standards

• Organized 2 conferences for 2 professional organizations which surpassed all prior attendance records

• Developed and led an organizational ‘Change Management’ program to drive employee awareness and acceptance of a company merger

• Act as lead communications manager for the Marketing organization including, but not limited to; the development of quarterly review presentations, development of webcasts, ghost writing, website content design/development, and employee recognition programs

Leadership:

• Coached and directly managed Workforce, 3rd party vendors, operations and customer care teams

• Provided the strategic management, on-going training, and supervisory oversight to as many as 7 call centers and over 2500 employees

• Developed quality control process within the sales support organization which improved competitive customer offers by 10%

• Streamlined communication processes within the Workforce organization which improved service level agreements with cross functional departments

Project Management:

• Planned and developed high profile projects, such as the Apple iPhone launch support plan, from inception through completion

• Enhanced business infrastructure with the IT department which resulted in improved availability performance and cost reduction within the sales group

• Developed and led a Workforce project group to improve training scheduling process which reduced call center training time by 5 business days

Customer Service:

• Inbound customer service representative responsible for consumer post sales support of wireless products and services

• Responded to customer inquiries & concerns and provide appropriate solutions

• Consistently met and exceeded department goals and objectives for wireless call center

• Developed and shared openly the ‘one-stop-shop’ mentality for inbound customer support

• Improved communication with cross functional teams to achieve project deadlines and enhance departmental rapport

• Voted ‘Best of the Best’ in wireless customer service in 1999

EXPERIENCE

AT&T

Cingular Wireless

AT&T Wireless

Frontier Communications

Experian

EDUCATION:

Consumnes River College, Sacramento CA - Liberal Arts

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