Anna-Suzanne Gordon
Richmond,VA
Summary
Customer Service Resolution Analyst bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Promotes team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and adept at exploring different solutions to address customer needs effectively. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Relations Resolution Analyst
CarMax
06.2021 - Current
- Leveraged strong analytical skills to identify patterns in customer complaints and propose data-driven resolutions.
- Conducted root cause analyses to identify underlying issues and provide actionable recommendations for resolution.
- Contributed to a high-performance work culture through active participation in team meetings, brainstorming sessions, and ongoing professional development activities.
- Improved client retention rates through timely communications, attentive support, and proactive issue management.
- Maintained comprehensive documentation of all cases handled, ensuring accuracy and accessibility of information for future reference.
Customer Relations Coordinator
CarMax
11.2020 - 06.2021
- Provided exceptional support during peak periods, effectively handling increased call volume without compromising service quality.
- Routed inbound calls to correct departments in a timely manner, while documenting interactions in SalesForce.
- Provided iconic customer service to each caller by answering questions, directing next steps to receiving assistance.
Customer Experience Assistant
CarMax
08.2020 - 11.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Supervisor
Tropical Smoothie Cafe
08.2019 - 02.2020
- Managed and oversaw a team of 20 employees assisting wherever useful from food prep to clean up
- Supervised all aspects of restaurant including maintaining food inventory and opening/closing restaurant alone.
Sales Associate
Anthropologie
06.2018 - 08.2018
- Assisted in organizing, steaming and tagging clothing with other preparation for the store opening
- Advised customers with clothing and rang up customers at the cash register
- Worked and interacted with a group of 30 employees.
Children's Educator Intern
Lewis Ginter Botanical Garden
05.2018 - 08.2018
- Opened the children's aspect of the botanical garden every morning ensuring cleanliness and a safe environment
- Engaged and facilitated camps of 20 children every week for 4 weeks throughout the internship teaching them.
Teachers Assistant
Elon University
09.2017 - 08.2017
- Guided students through lab and helped them with assistance whenever needed
- Graded quizzes and labs as well as recorded and kept track of students' grades.
Assistant Manager Lifeguard
Swim Metro Inc.
06.2014 - 08.2016
- Assisted the manager with running the pool, attended to patrons, and assisted with scheduling employees with accordance to their personal schedules
- Acted as manager when opening and closing the pool frequently
- Educated and demonstrated lifeguard training to employees and helped with rescues.
Education
Bachelor of Science in Environmental Studies - Environmental Studies
Elon University
Elon, NC05.2020
Skills
- Customer Service
- Leadership & Supervising
- Project Management
- Microsoft Office
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Compliance Awareness
- Problem-solving abilities
- Reliability
- Excellent Communication
Accomplishments
- Achieved 92% quality for the last 90 days
- Answered 1,162 calls in April
- Supported the General Inquiry channel by answering 4,507 calls in the last 90 days
Customer Relations Pod Champion, 2021
Certification
Environmental Project Management
Leadership and engagement
- CarMax Customer Relations CarMax Cares Committee, Engagement Team (2024), Richmond, VA, Meets with other committee members to organize volunteer events for associates within the Customer Relations department, Communicates with non-profits to construct service and volunteer events
- Epsilon Sigma Alpha Service Sorority (2018-2020), Elon University, NC, Service Chair, 02/2019 - 12/2019 Organized and attended service events for local organizations, on and off campus, and volunteers twice a week, Scheduled and tracked service hours for 20 individuals working with personal and organization's schedules, Met weekly with other exec members to discuss plans and activities for each week
- Club Swim (2016-2020), Elon University, NC, Social Media Chair, 02/2018, 12/2018, Developed a team Instagram and upheld the team's Facebook, Captured photos at swim meets, events and outings to update the team's social media
- Alpha Omicron Pi (2017-2020), Elon University, NC, Alumnae Relations Chair, 02/2018, 12/2018, Composed and distributed monthly emails to update alumnae on the chapter, Assembled events for Homecoming and Founder's Day managing budget, finding event spaces, and contacting caterers
Hobbies and Interests
- Reading
- Hiking and camping
- Food and nutrition
- Traveling
- Fitness
- Community service
- Environmentalism
Timeline
Customer Relations Resolution Analyst
CarMax
06.2021 - Current
Customer Relations Coordinator
CarMax
11.2020 - 06.2021
Customer Experience Assistant
CarMax
08.2020 - 11.2020
Supervisor
Tropical Smoothie Cafe
08.2019 - 02.2020
Sales Associate
Anthropologie
06.2018 - 08.2018
Children's Educator Intern
Lewis Ginter Botanical Garden
05.2018 - 08.2018
Teachers Assistant
Elon University
09.2017 - 08.2017
Assistant Manager Lifeguard
Swim Metro Inc.
06.2014 - 08.2016
Bachelor of Science in Environmental Studies - Environmental Studies
Elon University
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