Destian Goad
Hanover
Summary
Dynamic customer service professional with extensive experience at Progressive Insurance, excelling in call center operations and process improvement. Proven ability to enhance customer satisfaction through effective communication and technical troubleshooting. Skilled in data entry accuracy and relationship management, consistently achieving high performance in fast-paced environments. Meeting sales targets and aiming for greater goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Progressive Insurance
Tampa
12.2024 - Current
- Responded to customer inquiries via phone in a professional manner clearly.
- Documented customer interactions accurately in the call center system.
- Worked with team members to resolve complex customer concerns.
- Followed company procedures for call handling and data entry.
- Asked questions to determine service needs and accurately input information into the Progressive computer system.
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Receiving electronic fund transfers and credit card payments for processing.
Oracle Facilitator
Vehicle Service Group
Madison
09.2024 - 12.2024
- Processed shipping documentation and labels for outgoing shipments.
- Communicated with carriers to track shipments and resolve issues.
- Coordinated shipping schedules to ensure timely dispatch of products.
- Maintained accurate inventory records for shipping materials.
- Collaborated with team members to streamline shipping processes.
- Ensured compliance with safety regulations during shipping operations.
- Managed shipping documents to ensure accuracy and compliance with applicable regulations.
- Maintained communication with vendors regarding delivery schedules, product availability, and order status.
- Prepared bills of lading for outgoing freight shipments according to established guidelines.
- Prepared accurate shipping orders and bills fro payment to direct and route materials.
Call Center Supervisor
Televerde
Phoenix
11.2023 - 08.2024
- Supervised team of agents handling customer inquiries and issue resolutions.
- Trained new staff on call center protocols and company policies.
- Implemented process improvements to enhance customer service efficiency.
- Monitored calls for quality assurance and provided constructive feedback.
- Resolved escalated customer complaints with professionalism and empathy.
- Maintained accurate records of team performance and employee attendance.
- Monitored calls for quality assurance purposes.
- Provided guidance, training, coaching and mentoring to call center team members.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Managed staff scheduling, payroll, and disciplinary actions as needed.
Owner Paparazzi Accessories
Self Employed Web
Madison
01.2017 - 12.2023
- Identified needs of customers promptly and efficiently.
- Managed sales including online sales and on-site purchases.
- Established and maintained relationships with online sales and local customers to enhance product offerings.
- Monitored online sales, provided customer service, and tracked inventory levels.
- Developed promotional campaigns to increase online sales revenue.
- Developed and implemented marketing strategies to increase online sales.
Correctional Foreman
Indiana Correctional Industries
Madison
06.2021 - 11.2023
- Supervised daily operations of production teams in the correctional industry.
- Trained new employees on safety protocols and operational procedures.
- Collaborated with staff to resolve operational issues and enhance productivity.
- Inspected tools, materials, and equipment to ensure quality standards were met.
- Ensured all workers adhered to company policies and procedures.
- Provided guidance, direction, and technical assistance to crew members.
- Maintained daily logs of labor and equipment used on-site.
- Managed staff scheduling, payroll, and disciplinary actions as needed.
- Conducted counts as per the regulations of the prison facility.
Correctional Officer
Madison Correctional Facility
Madison
01.2016 - 06.2021
- Monitored inmate behavior to maintain safety and security within the facility.
- Conducted regular inspections of rooms and common areas for contraband and safety hazards.
- Responded to incidents promptly, utilizing de-escalation techniques to manage conflicts.
- Maintained accurate logs of daily activities and incidents for record-keeping purposes.
- Enforced facility rules and regulations consistently to uphold order among inmates.
- Assisted in training new correctional officers on protocols and procedures effectively an FOT.
- Participated in emergency response drills to ensure readiness for critical situations.
- Detected potential threats and quickly defused conflicts.
Regional Case Manager
Emerge 180
Tampa
01.2014 - 12.2016
- Managed client assessments to identify needs and develop tailored care plans.
- Conduct business to business debt resolution.
- Inform indebted businesses of procedures to satisfy debts.
- Coordinate between various entities to solve legal and financial issues.
- Helped to solve tax liens for individual businesses.
Education
High School Diploma -
Armload High School
Seffner, FL05-1997
Skills
- Customer relationship management
- Call center operations
- Technical troubleshooting
- Inventory management
- Data entry accuracy
- Process improvement
- Sales expertise
Affiliations
- Travel enthusiast
- Anything involving water including cruises and jet skiing.
Accomplishments
- Field Training Officer at Madison Correctional Facility.
Certification
- Religious Official through ULC (Reverend).
Languages
English
Professional
References
References available upon request.
Timeline
Customer Service Representative
Progressive Insurance
12.2024 - Current
Oracle Facilitator
Vehicle Service Group
09.2024 - 12.2024
Call Center Supervisor
Televerde
11.2023 - 08.2024
Correctional Foreman
Indiana Correctional Industries
06.2021 - 11.2023
Owner Paparazzi Accessories
Self Employed Web
01.2017 - 12.2023
Correctional Officer
Madison Correctional Facility
01.2016 - 06.2021
Regional Case Manager
Emerge 180
01.2014 - 12.2016
High School Diploma -
Armload High School
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