Erika Gordon
Birmingham,AL
Summary
Detail-oriented and tech-savvy customer service professional with eight years of experience supporting order management, technical issue resolution, and inquiry tracking in high-volume environments. Proven track of managing 50+ customer interactions weekly while ensuring service level agreement (SLA) compliance, accurate documentation, and fast resolutions. Skilled in cross-functional collaboration, credit evaluation, and supporting logistics and order adjustments, Adept with tools such as SAP, Excel, CRM platforms, and SharePoint. Thrived in both independent remote work and team-oriented settings.
Overview
14
14
years of professional experience
Work History
Remote Customer Service Advisor
Foundever
01.2017 - 09.2025
- Managed 50+ weekly customer support inquiries, including order entry adjustments, shipment issues, and credit requests.
- Handled order escalations, coordinated with internal teams, and maintained SLAs using CRM and inquiry databases.
- Used tools like Excel, SharePoint to ensure service accuracy and documentation quality.
- Maintained detailed records in internal CRM and inquiry databases, ensuring complete and accurate documentation of all customer interactions.
- Collaborated with internal teams (Sales, Tech Support, Distribution) to ensure timely issue resolution.
Area Supervisor
Ross Dress for Less
02.2012 - 01.2017
- Supervised daily operations to ensure compliance with company policies and procedures.
- Coordinated staffing schedules to optimize workforce efficiency and meet operational needs.
- Trained and mentored new employees on best practices and company standards.
- Implemented inventory management systems to reduce stock discrepancies and improve accuracy.
- Conducted regular performance reviews to enhance team productivity and morale.
Education
High School Diploma -
Huffman High School
Birmingham, AL05-2006
Skills
- Customer Issue Resolution & Escalation
- Technical & Product Support
- Microsoft Excel, SharePoint, Salesforce
- Order Management & Entry
- High-Volume Email/Phone Support
Timeline
Remote Customer Service Advisor
Foundever
01.2017 - 09.2025
Area Supervisor
Ross Dress for Less
02.2012 - 01.2017
High School Diploma -
Huffman High School
Awards & Recognition
- Top Performer | Foundever
- Leadership Recognition | Ross Dress for Less
- Employee Recognition Award | Ross Dress for Less