Essence Goodwin Email & Phone Number

2023-Present

In my role as Customer Service Manager at Erno Laszlo in New York, I managed relationships with a diverse portfolio of over 100 clients, ensuring exceptional service delivery and fostering strong partnerships. Through proactive cross-team communication and collaboration, I facilitated seamless interactions between in-house and client teams, resulting in improved efficiency and customer satisfaction.One of my key responsibilities was continuous training and development initiatives, aimed at equipping my team with the knowledge and skills necessary to adapt to evolving customer needs and market trends. By prioritizing ongoing education, I empowered my team members to deliver top-notch service and uphold the brand's high standards.Additionally, I actively supported my team in addressing retention tickets, leveraging my problem-solving skills to ensure prompt resolution of customer concerns and bolstering customer loyalty. Through strategic leadership and a commitment to excellence, I played a vital role in reinforcing Erno Laszlo's reputation as a trusted provider of premium skincare solutions.

Long Beach, California, United States

- Provided comprehensive insurance and policy information to clients and healthcare providers.- Addressed detailed medical coverage, future appointments, and minor billing inquiries.- Conducted provider screenings using online resources and various tools for verification.- Researched business rules to determine acceptance, rejection, or referral of provider update requests.- Monitored assigned tasks to ensure accurate and timely processing of medical group requests.- Demonstrated leadership by guiding and supporting team members in their roles.- Fostered a positive and collaborative work environment to enhance productivity and morale.

El Segundo, California, United States

- Managed a diverse portfolio of enterprise accounts, with revenues ranging from $400,000 to $1.2 million, as an Enterprise Client Success Manager.- Closely tracked key metrics to ensure the success and growth of client accounts, effectively identifying areas for improvement and optimization.- Built strong relationships with key stakeholders, including executives and decision-makers, to understand their needs and objectives.- Gathered valuable customer feedback to drive product enhancements and service improvements, ensuring alignment with customer goals.- Aligned internal teams, such as sales, product, and support, with customer objectives to deliver a seamless and cohesive experience.- Utilized data-driven insights to proactively address potential risks and challenges, preemptively resolving issues before they impact customer satisfaction.- Acted as a trusted advisor to clients, providing guidance and support to help them achieve their business objectives and maximize value from products and services.

Gardena, California, United States

- Managed various aspects of infrastructure, daily operations, HR initiatives, and customer service center efficiency as an Escalation Team Manager II.- Led a team of 50+ customer service representatives and 15 Tier 2 support specialists, ensuring achievement of KPIs for inbound calls, email inquiries, chat requests, and social media interactions.- Nurtured team growth and excellence through active involvement in training and performance assessments.- Provided leadership in case management, handling escalated customer issues and ensuring timely resolution.- Fostered a collaborative work environment, promoting teamwork and effective communication among team members.- Developed and implemented training programs to enhance team members' skills and capabilities in case management and customer service.- Acted as a liaison between frontline staff and upper management, effectively communicating team achievements, challenges, and improvement opportunities

Carson, California, United States

Served as the primary point of contact for clients, providing exceptional customer service and support.Resolved client inquiries, concerns, and issues in a timely and efficient manner.Assisted with onboarding new clients, ensuring a smooth transition and successful implementation.Conducted training sessions to educate clients on product features and best practices.Collaborated with internal teams to address client feedback and enhance the overall customer experience.Manage a set of accounts within Southern California. 2-3 years of experience working in paid media advertising of media planning/buying, paid search, and/or paid social within an agency/client environment.Build professional relationships with the client team to keep a direct connection to help execute the needs of the program. Conduct weekly conference calls with BA to communicate program updates and priorities.Work collaboratively with support and internal operations team to report development, event execution, budget controlling, and Campaigns.

Los Angeles, California, United States

Provided project management, call center, and field execution support. Delivering a long-term project plan as well as ensuring delivery of short-term goals within each account. By managing a call center of 20+ sales representatives, my key role was to hire, train, coach, as well as meet department goals. Mapped processes to holistically examine business flow and identify improvement opportunities. Created 10+ smart-logic, web-based instruments to monitor, track, and observe success rates of PMO and 'Go To Market' projects.

El Segundo, Ca

I led a team of over eighty employees over a spectrum of sixty-two stores which included team leadership and development, sales performance, and profitability for the AT&T/Sprint accounts. Building and maintaining a relationship with the client team. Performed one-on-one coaching and ninety-day reviews with team members, tracked weekly sales in addition to creating weekly snapshots of sales for client viewing. I conduct monthly conference calls for training as well as calls with the client teams.