Jewell Goodwin

Technical Support Analyst

Equifax

Mar 2023 - Current (3 years 4 months)

As a Technical Support Analyst, I am proficient in Salesforce case management, technical email documentation, and delivering client-focused communications. I excel in facilitating system onboarding, troubleshooting, and aligning functionality with client needs, ensuring a seamless integration of services. My commitment to optimizing system adoption drives exceptional client experiences. Additionally, I leverage skills in Shopify and e-commerce to configure client instances effectively, enhancing their operational capabilities and supporting upselling strategies. My experience in order management further complements my ability to provide comprehensive customer support, ensuring that all client interactions are efficient and productive. Furth

Facilitator

Equifax

Dec 2020 - Mar 2023 (2 years 4 months)

As a Facilitator, I possess extensive experience in designing and facilitating professional curricula, ensuring impactful learning outcomes. I am skilled in leveraging tools like Articulate and Canva to create engaging and visually compelling materials, while also proficient in utilizing Learning Management Systems (LMS) to deliver, manage, and track effective training programs. Additionally, I have trained customer success representatives on sales tracks, enhancing their ability to save ACA services, which demonstrates my capacity to adapt training content to meet specific business needs. Furthermore, I have provided training on order management, email support, and chat interactions, ensuring that team members are well-equipped to handle v

Senior Operational Trainer

UnitedHealth Group

Oct 2008 - May 2019 (10 years 8 months)

Managed the Provider Service team, facilitating communication with healthcare providers on claims, benefits, and notifications. Designed and implemented a four-month training curriculum for new hires, covering medical terminology, billing practices, remark/diagnosis codes, and care review notifications. Consistently achieved exceptional Key Performance Indicators (KPIs) by equipping new hires to excel. Delivered approximately 25 training classes across global locations, including Guadalajara, Mexico, and Cebu, Philippines, ensuring consistent and high-quality instruction. Additionally, I trained Provider Representatives on effectively selling various products related to employer health plans, which involved placing and tracking orders, as w

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Virtual Scheduler

Feb 2006 - Sep 2009 (3 years 8 months)

Job title: Virtual Scheduler Job description: Live Assist • Provided virtual assistance to clients, managing appointments and calendars with precision. • Utilized Google Workspace, GoHighLevel (GHL), Booking.com, and Expedia to efficiently manage scheduling and client bookings. • Employed Slack for seamless communication and coordination with internal teams and clients. • Mentored and coached new hires on system utilization and best practices for virtual scheduling, ensuring a consistent and high standard of service delivery. • Demonstrated adaptability and forward-thinking by considering specific client needs, such as coordinating vehicle readiness for reservations that included childcare requirements, thereby enhancing the overall client

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