Erika Gordon
Foundever
Birmingham,AL
15
years of professional experience
Customer Service professional with 10+ years of experience supporting customers in high-volume environments, including remote customer service and retail operations. Skilled in resolving customer inquiries, troubleshooting service issues, researching customer information, documenting interactions, and navigating multiple software applications while maintaining accuracy and service-level expectations. Strong problem-solving, active listening, de-escalation, and communication skills with a proven ability to manage competing priorities and deliver positive customer experiences. Seeking a full-time Customer Service/Service Support opportunity where I can contribute strong customer support, technical troubleshooting, and operational skills.
Work History
Remote Customer Service Representative
6 Years 8 Months- Maintained a 95%+ customer satisfaction rating while resolving high-volume customer inquiries and meeting established service-level expectations.
- Managed customer cases through phone, email, and chat support, identifying customer needs and providing accurate, timely resolutions.
- Researched customer information across multiple software applications to investigate account questions, service issues, and transaction-related concerns.
- Documented customer interactions and resolution details accurately to support case continuity, follow-up, and effective customer service.
- Troubleshot customer issues by identifying root causes, evaluating available solutions, and communicating next steps clearly and professionally.
- Navigated multiple software applications simultaneously while maintaining accuracy, efficiency, and attention to detail in a fast-paced remote environment.
- De-escalated complex customer concerns through active listening, empathy, problem solving, and clear communication while maintaining professionalism.
- Managed competing customer requests and priorities while consistently meeting performance and service expectations.
Area Supervisor
7 Years 11 Months- Supervised and supported 15+ associates in a high-volume customer-facing environment while promoting teamwork, productivity, and operational efficiency.
- Resolved escalated customer concerns quickly and professionally, using active listening and problem-solving skills to achieve satisfactory resolutions.
- Managed daily cash handling, POS transactions, balancing procedures, and compliance audits with 100% accuracy.
- Coordinated daily operational tasks and priorities while ensuring team members followed established procedures and performance expectations.
- Supported inventory organization, merchandising, and store operations while maintaining accuracy and attention to detail.
- Collaborated with associates and management to address operational issues and maintain consistent customer service standards.
- Supported loss prevention and operational efficiency initiatives while working toward store performance goals.
Education
High School Diploma
Skills
High-Volume Customer Support
Email & Chat Support
Customer Account Support
Technical Troubleshooting
Problem Solving & Critical Thinking
Issue Resolution & Follow-Up
Data Accuracy & Attention to Detail
Multitasking & Time Management
De-escalation & Conflict Resolution
Cross-Functional Collaboration
Remote Assistance
Microsoft Windows & Computer Systems
Timeline
Remote Customer Service Representative
Foundever
01.2020 - 09.2026Read More
Area Supervisor
Ross Stores
02.2012 - 01.2020Read More
Huffman High School
High School Diploma
Read More