1. LaJohnda C. Goodman
6841 Vesta Brook Drive, Morrow, Georgia 30260
(678)489-5232 or msjohnda@hotmail.com
Summary of Qualifications & Skills
 Over 15+ years' experience in the telecom industry providing exceptional customer
service to internal and external customers
 Ability to interact with clients and customers in a fast paced evolving environment
 Possess strong analytical skills with the ability to solve and analyze problems
 Exercise high levels of initiative, judgment, and diplomacy
 Ability to grasp complex technical concepts through on the job training
 Strong organizational, planning and communication skills
 Computer system skills: Microsoft Suite, Witness, Quality Assurance database, Rockwell
and ACD phone systems, RTA, Director, lEX, Cognos, Net-Ace and Western Union
payroll, ROES, ACSS, HO, 12K, Vision, CMIS, Enterprise Systems, My Business,
CBIS, EWI/ECPD, ROS and WFM.
Recognitions
 Assisted top 10% of business customer base with selection of service plans, equipment,
and billing inquiries
 Maintained retention of top 10% of Verizon Wireless business customer base;
consistently exceeded monthly customer retention goal
 Received monthly/yearly awards for exemplary customer service skills.
Areas of Strengths
Highly dedicated Detail/result -oriented
Meeting goals Decision Making
Technical Process Invoices
Customer service Process reports/information
Leadership Professional Development
Self- motivated Multitasking
Management Inventory Follow-up
Education
2005, Kaplan University, Davenport, IA
Earned a certificate in Paralegal Studies

2. L. Goodman Page 2
2000, Morris Brown College, Atlanta, GA
Bachelors of Science in Legal Studies
Professional Experience
2007 to 2015, Verizon Wireless, Alpharetta, GA
Coordinator - Business and Government Customer Operations (November 2009 to March
2015)
•Provided daily customer support by completing equipment orders and maintenance requests for
business customers
•Directed support to customers via phone and email, written and verbal clarification and
direction to internal and external customers
•Processed request for customer according to guidelines, procedures and corporate compliances
•Managed data and voice circuit
•Coordinated and scheduled new circuits upgraded and existing circuits
•Maintained an in-depth level of knowledge of order processing procedures, account
maintenance transactions, and related compliance requirements.
•High retention and execution of product and service knowledge to ensure accuracy within every
transaction completed to benefit customers
•Assisted with special projects
•Reviewed orders and identified points of process breakdown and suggested
Customer Service Representative (February 2007 to November 2009)
•Communicated with business partners, customers/end users, engineering's and IT
•Promoted to work high volume in-bound queue to efficiently resolved complex billing
concerns/issues for customers, including highly valued premier customers
•Examined competitor's prices and equipment to prevent churn within southeastern markets
•Performed price product analysis, educating customers on the value of their existing service,
including comparing competitor's offerings

3. L. Goodman Page 3
•Identified and provided customers cost- saving options while maintaining customer satisfaction
and longevity
•Processed equipment and data orders with accuracy, meeting and exceeding customer
commitments
•Consistently exceeding objectives, achieving 1st Contact Resolution relative to adherence and
average handle time
•Trained employees and those requiring refresher training
2001 – 2006, State Board of Pardons and Paroles, Atlanta, GA
Data Transcriber II
• Read, review, compute and apply additional sentences to active inmate’s files for processing,
after being sentenced by the State Court System
• Update the total time to serve
• Enter the Parole date in the System