Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Erika Gordon

Birmingham,AL

Summary

Customer-focused professional with experience in support operations, escalation management, and team coordination in fast-paced environments. Skilled in CRM systems, documentation accuracy, and leveraging AI/chat tools to enhance customer experience. Known for resolving complex issues with empathy, ensuring operational efficiency, and maintaining strong communication with customers and stakeholders. Seeking to contribute to Berry Street’s mission of expanding access to expert nutrition care as a Platform Support Associate.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Foundever
01.2017 - 07.2025
  • Manage daily support tickets from diverse customers, resolving inquiries with a 98% satisfaction rating and escalating complex cases appropriately.
  • Collaborate with cross-functional teams to improve support workflows, reducing response times by 30%.
  • Utilize CRM tools (e.g. Intercom, Zendesk) to track, prioritize, and document interactions, ensuring seamless communication.
  • Trained in AI-powered chatbots and automation tools, monitoring quality and fine-tuning responses to improve accuracy.
  • Maintained patient and provider records with high accuracy, ensuring compliance and smooth coordination.

Area Supervisor

Ross Stores
02.2012 - 01.2017
  • Delivered frontline customer support, resolving escalated service issues with professionalism and empathy.
  • Oversaw daily store operations and coordinated team workflows, ensuring smooth execution in a fast-paced environment.
  • Monitored staff performance and customer sentiment, identifying service trends to improve quality.
  • Maintained accurate sales and compliance documentation, ensuring operational efficiency.
  • Utilized retail management systems to process transactions, track performance, and manage records.
  • Trained and coached associates on customer engagement and operational standards, resulting in improved service consistency.

Education

High School Diploma -

Huffman High School
Birmingham, AL
05-2006

Skills

  • Customer Support & Escalation Management
  • AI Tools & Chatbot Monitoring (ChatGPT, automation)
  • CRM Systems (Intercom, Zendesk, POS platforms)
  • Documentation & Back-Office Operations
  • Patient/Provider Coordination
  • Team Training & Workflow Oversight
  • Independent Problem-Solving
  • Written & Verbal Communication
  • Trend Monitoring & Process Improvement

Certification

  • Customer Service Excellence | Foundever | 2023
  • Leadership & Team Management | Ross Stores | 2014

Timeline

Customer Support Specialist

Foundever
01.2017 - 07.2025

Area Supervisor

Ross Stores
02.2012 - 01.2017

High School Diploma -

Huffman High School

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