Nadjua Goveia

Handled high-volume calls from vehicle owners, repair shops, and insurance adjusters. Prepared, signed, organized, and filed vehicle title documents, and processed and mailed license plates and personal belongings to customers.

Managed high-volume inbound calls supporting residential utility customers with billing, payments, and account inquiries. Processed payments accurately while adhering to compliance, verification, and data security standards, and resolved most issues on first contact.

Delivered high-volume phone and live chat support in a metric-driven environment. Assisted customers with billing explanations, payment adjustments, and account updates, and accurately documented interactions.

Provided inbound support across phone and digital channels. Resolved complex inquiries using active listening and problem-solving skills, and thoroughly documented call details in CRM systems.

Supported members with account maintenance, billing questions, and service inquiries. Demonstrated strong de-escalation and call control techniques, and collaborated cross-functionally to resolve escalated issues.

Completed high school education.