Whitney Goodwine
Winston Salem
Summary
Results-driven Customer Service Coordinator with a proven ability to enhance client satisfaction, resolve complex inquiries, and drive operational efficiencies. Adept at leveraging data analysis and quality assurance to identify trends, streamline processes, and improve service delivery. Skilled in CRM platforms, claims processing, and risk assessment, with a strong commitment to fostering long-term customer relationships. A collaborative team player dedicated to delivering personalized service, optimizing customer experience, and contributing to organizational success.
Overview
9
9
years of professional experience
Work History
Substitute Teacher
ESS | Winston Salem Forsyth County School
08.2024 - Current
- Manage classrooms effectively to ensure a productive learning environment
- Communicate effectively with all staff, teachers, and students to support learning goals and objectives
- Adapt lesson plans and instructional materials to fit each student’s needs
- Resolve conflict and maintain classroom discipline professionally
- Ensuring a positive and safe learning environment
Virtual Banker-Operations Associate
First Horizon Bank
01.2021 - Current
- Enhanced client retention and raised customer satisfaction scores by leveraging customer feedback surveys, personalized communication strategies, and CRM software to nurture lasting client relationships
- Delivered exceptional customer interactions fostering increased customer satisfaction and timely resolution of issues through effective employment of active listening skills
- Drove an average of 50 fraud claims, ACH claims, and card dispute claims weekly using Salesforce for processing
- Efficiently resolved cases by conducting thorough review, in-depth research, and diligent follow-ups using a case management system
- Provided guidance and support to customers on online and mobile banking tools, resulting in enhanced customer satisfaction and utilizing mobile apps, online banking platforms, and customer service software to assist customers
- Manage credit card and loan accounts utilizing financial software tools like data analytics tools and Excel spreadsheets
Staffing Recruiter
Belflex Staffing Network
01.2017 - 12.2020
- Boosted candidate retention rate by implementing effective recruiting strategies and leveraging tools such as LinkedIn Recruiter, Job Boards, and Applicant Tracking System to maintain a proactive pool of candidates
- Showcased proficiency in organizational skills, meticulous attention to detail, and effective data management through the meticulous organization and maintenance of precise employee files, as well as supervision of pre-assignment tasks using SharePoint, leading to a 30% increase in efficiency
- Ensured 100% client satisfaction while executing client work orders proficiently using MS Excel and Salesforce CRM software, validated through client reviews
- Facilitated the on-boarding process for over 100 new hires by conducting orientations, collecting documents, facilitating training sessions, and setting up IT arrangements
- Ensured the accuracy of employee time sheets, pinpointing errors in time tracking with the assistance of time tracking software records in the company system.
Office Assistant
The Clarks Group, Sheraton Station Apartments
08.2016 - 12.2016
- Revamped company website by implementing new listings, bios, and news updates using HTML, CSS, and JavaScript, resulting in the generation of leads for new listings
- Revamped the property listing website by incorporating new listings and updated property details to enhance user engagement
- Create marketing flyers for property listings and tenant rep assignments based on the template
- Schedule and reconfirm meetings and tour appointments and participate, as requested
Data Entry Clerk
The Clarks Group, Public Health of Forsyth Co
01.2016 - 06.2016
- Converted paper-based records into digital format or database, processing numerous records per day, while overcoming data quality challenges systems using keyboards, optical scanners, or data recorders
- Sort and organize paperwork after entering data to ensure it is not lost
- Verify data by comparing it to source documents
- Retrieve data from the database or electronic files as requested
- Kept optimal quality levels to prevent critical errors and support team performance targets information.
Education
Associate of Applied Science - Health Care Management
Forsyth Technical Community College
Winston Salem, NC01.2016
Skills
- Proficient Microsoft Office
- Data Entry
- Customer Relationship Management (CRM)
- Salesforce
- Mainframe
- First Data Reporting
- Claims Processing
- Data Analysis
- Quality Improvement and processes
- Record Keeping
- Time Management
- Customer Service
- Risk Assessment
- Classroom management
- Adaptable
- Relationship building and management
- Student engagement
Timeline
Substitute Teacher
ESS | Winston Salem Forsyth County School
08.2024 - Current
Virtual Banker-Operations Associate
First Horizon Bank
01.2021 - Current
Staffing Recruiter
Belflex Staffing Network
01.2017 - 12.2020
Office Assistant
The Clarks Group, Sheraton Station Apartments
08.2016 - 12.2016
Data Entry Clerk
The Clarks Group, Public Health of Forsyth Co
01.2016 - 06.2016
Associate of Applied Science - Health Care Management
Forsyth Technical Community College
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