Gloria Odom
customer service
Union City,NJ
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sharebite
04.2025 - Current
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and loyalty.
- Trained new staff on customer service protocols and systems, enhancing team performance.
- Implemented process improvements that streamlined workflow and reduced response times.
- Managed complex customer accounts, providing tailored solutions to meet individual needs.
- Analyzed customer feedback to identify trends and recommend service enhancements.
- Collaborated with cross-functional teams to resolve escalated issues promptly and effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Building Porter/Janitor
Wonolo
10.2020 - Current
- Maintained cleanliness and orderliness in common areas and facilities
- Assisted residents with inquiries and service requests promptly
- Implemented efficient waste management practices to enhance sustainability
- Conducted regular inspections to ensure safety standards compliance
- Coordinated maintenance schedules with contractors for timely repairs
- Developed systems for inventory tracking of cleaning supplies and tools
- Cleaned and organized building areas as required.
- Completed sweeping, mopping, and window-cleaning.
- Operated vacuums and floor polishers to avoid malfunctions and expensive repairs.
- Sanitized high-traffic areas and equipment with approved cleaning supplies.
- Supported building management team in maintaining compliance with local regulations regarding occupancy standards and fire safety procedures.
- Assisted with move-ins and move-outs, coordinating with tenants to minimize disruption and maintain property condition.
- Upheld a high standard of customer service when interacting with residents, addressing their needs professionally and courteously.
- Implemented preventative measures for pest control through regular inspection of units, common areas, and exteriors.
- Coordinated with emergency services during times of crisis, ensuring the safety and well-being of all residents.
- Improved resident satisfaction by responding quickly to maintenance requests and resolving issues efficiently.
Quality Control Analyst/ Reconciliation Specialist
Content Critical Solution
10.2024 - 03.2025
- Conducts thorough analysis of products, processes, and data to identify defects and areas for improvement.
- Develops and implements quality control procedures and standards.
- Analyzes data to identify trends and root causes of quality issues.
- May be involved in training and mentoring other quality control personnel.
- Performs routine quality control tasks, such as inspecting products, collecting data, and documenting findings.
- Involved in preparing samples for testing and running basic tests.
- Follows established procedures and protocols for quality control
- Conducted thorough quality inspections to ensure compliance with industry standards.
- Developed and implemented quality control procedures to enhance product reliability.
- Minimized down time [Number]% by reducing production rework and recalls.
Delivery Driver
Amazon
09.2022 - 07.2024
- Pick up Packages.
- Delivering Packages
- Driving the Delivery Truck
- Operated light trucks to deliver loads as far as 60 miles from home location.
Call Monitor
Insight Global
06.2020 - 03.2022
- Call Monitor for Covid-19
- Calling Patient to check on them while having Covid-19
- Calling close contacts to patients telling them to get tested for Covid-19
- Making a team plan on how to get all patients and party’s safer
Mail Handler
USPS
10.2018 - 06.2020
- Released registered and special delivery letters and packages to designated recipients and obtained signatures for release
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Helped customers by carrying oversized parcels inside residences
- Weighed letters and packages and calculated costs based on classification, weight, and destination
- Assisted customers in completing and submitting forms to update address or report lost and stolen mail
Pro Associate/ Book Keeper/Cashier
The Home Depot
05.2016 - 08.2018
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Maintained records related to sales, returns and inventory availability
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs
- Tracked stock using company inventory management software
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue
- Generated invoices upon receipt of billing information and tracked collection progress
Janitor
Lion Heart
01.2003 - 12.2011
- Managed inventory supplies by tracking and organizing stock levels to ensure timely availability of essential items, cleaning supplies and equipment.
- Cleaning bathrooms
- Cleaning offices
- Cleaning businesses
- Cleaning all areas
- Maintained cleanliness and order in facilities, ensuring compliance with health and safety standards.
- Operated cleaning equipment effectively to achieve optimal sanitation results across various environments.
- Collaborated with management to create strategies for enhancing overall facility cleanliness and hygiene practices.
- Developed and implemented efficient cleaning schedules that improved workflow consistency and productivity.
- Improved facility cleanliness by performing daily maintenance tasks, such as sweeping, mopping, and vacuuming.
- Reduced the spread of germs by sanitizing high-touch surfaces such as doorknobs and handrails.
- Kept building spaces premises clean inside and outside.
- Maintained a positive and professional demeanor while interacting with building occupants, promoting a respectful work environment.
Education
GED -
Job Corp
Monticello, NY01.2010
Skills
- Accuracy
- Auto Delivery
- Collaboration
- Communication Skills
- Counter
- Customer Service
- Analytics
- Data Entry
- Database
- Database Management
- Facilities Maintenance
- Food Delivery
- Furniture
- General Ledger
- Inventory Management
- Invoicing
- Janitor
- Manufacturing Sanitation
- Microsoft Excel
- Multi Tasking
- Oversized Loads
- Phone Skills
- Plumbing
- Problem Solving Skills
- Process Improvement
- Relationship Management
- Software Implementation
- Steam Cleaning
- Trucking
- Customer service
- Data entry
- Customer relations
- Call center experience
- Complaint handling
- Call management
- Microsoft outlook
- Order processing
- Administrative support
- Microsoft PowerPoint
- Microsoft Office Suite
- Building rapport
- Technical support
- Quality control
- Clerical support
- Appointment scheduling
Certification
- Clean Driver's License 2020
- Driver's License 2020
- Drivers License 2020
- Valid Driver's License 2020
- Associate Customer Service 2019
- Certified Customer Service Representative 2019
- Institute of Administrative Management Qualification 2018
- Customer service 2003
Timeline
Customer Service Representative
Sharebite
04.2025 - Current
Quality Control Analyst/ Reconciliation Specialist
Content Critical Solution
10.2024 - 03.2025
Delivery Driver
Amazon
09.2022 - 07.2024
Building Porter/Janitor
Wonolo
10.2020 - Current
Call Monitor
Insight Global
06.2020 - 03.2022
Mail Handler
USPS
10.2018 - 06.2020
Pro Associate/ Book Keeper/Cashier
The Home Depot
05.2016 - 08.2018
Janitor
Lion Heart
01.2003 - 12.2011
GED -
Job Corp
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