Sonja Goodwin Email & Phone Number

Riverside, California, United States

Office Manager for a full service plumbing company with various responsibilities including customer service, project management, payroll, scheduling and dispatching, permitting, revenue tracking, social media and marketing

Riverside, California, United States

Administration and Project Manager in the Plumbing Department, main responsibility being revenue tracking, budgeting and city permits for large projects throughout Orange County and Inland Empire.

Riverside, California, United States

Account Manager for Vanpool company that was purchased by Enterprise in 2017. My work included maintaining and recruiting vanpool customers mostly in city, government and military fields.

Mission Viejo, California

Write, edit and produce training materials and user manuals for chat based customer support.

Irvine, California

Handle large volume of inbound customer calls while providing high quality service. Transactions include billing, service and equipment inquiries, sales and troubleshooting. Review customer accounts to identify and match needs with appropriate products and solutions, utilize tools to make recommendations that add value and increase revenue. Manage customer relationships by acknowledging concerns, using empathy that creates trust and using negotiation and problem solving to find resolution.

Responsible for handling inbound calls from customers receiving marketing campaigns in the mail to set up wireless and wireline services. Utilizing sales skills such as discovery, recommendations, rapport building, and objection handling. Conversational use of marketing keywords, routine upselling and reciting scripted disclaimers. Strict adherence to policy and procedure, following guidelines set forth by quality assurance, ensuring proper call flow, tone, pace and control. Achieve and exceed sales objectives and maintain good call quality standards. Process transactions within multiple systems, computer based multi- tasking and detailed order input and management. Also exercise customer service mechanics of de-escalation, resolving conflict, problem solving with needs-based right sizing and one call resolution techniques.

Main responsibilities included local store marketing and food server training. Also, coordinate employee incentive contests and monitor the actions of staff to ensure health and safety standards. Organize and execute strict daily inventory of products, place orders with suppliers and audit delivery of products. Comply with stringent food preparation and food quality standards and overlook proper recipe execution. Duties also include cash handling with daily order and discount audits, corporate level reporting and employee hiring and discipline related paperwork. Extensively working with other members of management and staff to ensure smooth daily operations, increase sales and enhance the overall customer experience. Actively monitor customers throughout their visit and effectively employ protocol for customer interactions and feedback.

Full time student-volunteer completed a 1 year contract and received an educational award, focusing on service activities to meet critical community needs and civic responsibilities. Work included collaboration with local schools to promote literacy, mentoring and tutoring students and assisting teacher in classroom activities. Successfully launching an after school program for computer based skills training and sponsoring multiple community events in celebration of civic leaders. Participation in multiple community clean ups in cooperation with local nonprofits. Duties included local fundraising for downtown ashtray receptacles and welcome signs in city entry points. Activities also involved disaster preparedness training, team building workshops, local history and natural preservation, youth crime prevention, women’s services, education promotion and working closely with city members in community sponsored events.

Bachelor Of Arts - Ba, Communication And Media Studies

Associates Of Arts, General Studies

Activities and Societies: Homecoming Queen 2007 Karate Club Graduated with honors

High School Diploma, General