Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Erika Gordon

Birmingham

Summary

Proactive and customer-centric professional with 10+ years of experience in customer-facing roles, including 3+ years resolving high-level escalations in fast-paced environments. Skilled in customer lifecycle management, stakeholder communication, issue resolution, and identifying growth opportunities. Adept at interpreting customer health metrics, coordinating cross-functional teams, and managing service delivery with a focus on renewals, retention, and long-term value realization. Technically proficient in Microsoft Office, CRM systems, and adaptable to data-driven platforms.

Overview

13
13
years of professional experience

Work History

Remote Customer Service Representative

Foundever
01.2021 - 06.2025
  • Handled high-volume inbound contacts and proactive outbound calls to maintain service-level performance.
  • Resolved escalated customer concerns with discretion and accuracy, supporting executive and internal teams.
  • Acted as a liaison across departments to streamline issue resolution and improve client experience.
  • Recognized for meeting performance metrics and consistently delivering quality service.

Area Supervisor

Ross Dress for Less
02.2012 - 01.2021
  • Directed daily store operations, overseeing merchandising, inventory, and loss prevention for all departments.
  • Trained and supervised 15+ associates on customer engagement, safety, and compliance protocols.
  • Played a key role in increasing store profitability by optimizing visual merchandising and improving staff efficiency.
  • Managed store opening/closing duties and ensured strict adherence to cash handling procedures.

Education

High School Diploma -

Huffman High School
Birmingham, AL
05-2006

Skills

    Revenue Retention
    Communication Skills
    Interpersonal Skills
    Data Networking Technologies
    MS Office Suite
    CRM Systems
    Time Management
    Detail-Oriented

Accomplishments

  • Employee Recognition Award | Foundever
  • Top Performer | Foundever
  • Leadership Trust Recognition | Ross Dress for Less


Timeline

Remote Customer Service Representative

Foundever
01.2021 - 06.2025

Area Supervisor

Ross Dress for Less
02.2012 - 01.2021

High School Diploma -

Huffman High School

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