Jonathan Goulish

**** *. ******* **** ***** C # *19

Clearwater, Florida 33764

727-***-****

ad2ec3@r.postjobfree.com

Professional Summary

- Dedicated customer service professional with over 15 years of experience, excelling in resolving inquiries and providing top-notch assistance.

- Proven track record of maintaining high customer satisfaction through effective communication and problem solving.

- Seasoned customer support specialist with a background in handling diverse customer needs. Adept at managing high call volumes and utilizing excellent communication skills to ensure customer satisfaction.

- Experienced professional known for maintaining a calm and composed demeanor in high-pressure situations. Committed to delivering unparalleled service.

Relevant Skills

Sales and Customer Service Skills

-Organizational Skills: Efficiently manage tasks, schedules, and priorities to ensure smooth workflow and optimal productivity.

-Adaptability: Quickly adapt to changing priorities, tasks, and environments, showcasing flexibility and a proactive approach to challenges.

-Team Collaboration: Work collaboratively with team members and other departments, fostering a positive and productive work environment.

-Utilizes resourcefulness, problem solving and customer service skills to resolve client challenges to build and improve on long-term customer relationships.

Administrative Skills

-Proficient in the use of MS Office: Word, Excel, Outlook, and PowerPoint.

-Demonstrated ability to communicate effectively, verbally and in writing with people from differing backgrounds, ethnicities, and cultures; able to provide clear, concise information and explanations.

-Accurate and thorough record-keeping, maintaining organized documentation of customer interactions and issue resolution.

Work experience

Customer Service Specialist II - Fidelity Information Systems (FIS) 8/2019 – 5/2023

St. Petersburg, Florida

Managed a substantial influx of customer inquiries related to FIS products and services, while achieving a specified resolution rate for targeted customer inquiries.

Diagnosed and resolved customer issues by pinpointing the root cause and utilizing relevant tools and resources effectively.

Monitored and recorded incoming support requests, ensuring accurate documentation of customer issues.

Acted as main point of contact for handling inbound customer issues through telephone, email, and instant messaging channels.

Mortgage Analyst – American Mortgage Consultants 11/2016 – 08/2019

Tampa, FL

Conduct research on mortgage documents and organized indexing to align with investor specifications.

Analyzed modification agreements comprehensively.

Catalog mortgage documentation to ensure it aligns with purchase requirements.

Scrutinize origination title and credit reports to confirm their accuracy and completeness.

Revalidate Verification of Deposit (VODs) for analytical post funding analysis

Sales / Service Solution Specialist – PODS Enterprises Inc 2/2014 – 11/2016

Clearwater, FL

Delivered exceptional sales and service within a high-volume call environment, demonstrating proficiency in de-escalating situations and providing effective solutions for both customers and franchise partners.

Engaged in direct communication with customers regarding fraud concerns and promptly escalated issues upon receipt, aiming for swift resolution.

Supplied feedback and observed patterns related to escalated issues, striving to minimize any negative impact on the brand and enhance the overall customer experience.

Collaborated extensively with franchise locations, sales & service center, executive offices, accounts receivable departments, and various internal departments, including logistics.

Operations Manager – Lender Processing Services (LPS) 3/2007 - 1/2014

Austin, TX

Lead and directed a team of 27 document execution specialists, overseeing their daily operations and ensuring the effective execution of client responsibilities.

Conducted comprehensive reviews, including pre-assessment and final scrutiny, of documents intended for execution by client officers.

Handled direct interactions with FDIC, Fannie Mae, Freddie Mac, legal representatives, and collaborated closely with title and escrow agencies.

Offered customer service excellence while consistently analyzing performance metrics and achieving monthly service quotas.

Education

High School / Equivalent

Contact this candidate