Erika Gordon
BIRMINGHAM,AL
Summary
Customer Service professional with 10+ years of experience in high-volume environments. Skilled in customer support, active listening, problem solving, conflict resolution, de-escalation, and first-contact resolution. Proficient in computer systems and multitasking while maintaining accuracy, professionalism, and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Remote Customer Service Representative
Foundever
USA
01.2020 - 09.2026
- Maintained a 95%+ customer satisfaction rating while resolving customer concerns and meeting established service-level expectations.
- Assisted customers with questions and service issues by actively listening to their concerns, identifying appropriate solutions, and providing clear, professional communication.
- Managed high-volume inbound customer inquiries while maintaining professionalism, accuracy, and efficiency in a fast-paced environment.
- De-escalated customer concerns by listening actively, demonstrating empathy, explaining available options, and resolving issues while maintaining a professional demeanor.
- Proficient in navigating multiple software applications simultaneously to research customer information, document interactions, process transactions, and resolve issues efficiently.
Area Supervisor
Ross Stores
Birmingham, AL
02.2012 - 01.2020
- Supervised and supported 15+ associates in high-volume retail environment, fostering teamwork and productivity.
- Resolved escalated customer concerns quickly and professionally, ensuring high levels of customer satisfaction.
- Managed daily cash handling, POS transactions, balancing procedures, and compliance audits with 100% accuracy.
- Stocked shelves, organized inventory, and maintained merchandising displays to enhance store appearance and customer experience.
- Supported loss prevention and operational efficiency initiatives to maintain store performance goals.
- Maintained clean, organized, and safe store conditions while supporting daily operations.
- Assisted with stocking shelves, merchandising displays, inventory organization, and maintaining store appearance standards.
Education
High School Diploma -
Huffman High School
Birmingham05-2006
Skills
- High Volume Customer Interaction
- Inbound Customer Service
- Time Management
- Active Listening
- Microsoft Windows
- Multitasking
- Email & Chat Support
- Customer Satisfaction
- Performance Metrics
- Conflict Resolution
- De-escalation
- Problem Solving
Accomplishments
- Recognized as Employee of the Month
Timeline
Remote Customer Service Representative
Foundever
01.2020 - 09.2026
Area Supervisor
Ross Stores
02.2012 - 01.2020
High School Diploma -
Huffman High School