Gordon Chisholm
Tacoma,Washington
Summary
Experienced Business and Call Center Management Professional with 12 years of career progression in Call Center Customer Service, Sales and Management. Proven effective leader skilled in the development and supervision of high-performing, multi-disciplined and quality-oriented teams. Adept problem solver, employing creativity and innovation to overcome issues for both employees and customers.
Overview
28
28
years of professional experience
Work History
Hawaii Specialist
Costco Wholesale Corp
Issaquah, WA
07.2019 - Current
- Coordinated travel accommodations for diverse clients, including groups, couples, executives, and special needs, ensuring tailored experiences.
- Facilitated client needs assessment through open-ended questions, aligning travel offerings with individual preferences.
- Delivered prompt responses to client inquiries and successfully resolved issues, enhancing overall client satisfaction.
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discretion.
Service Team
REI CO-OP Contact Center
Sumner, WA
04.2019 - 07.2019
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assessed customer needs quickly to provide timely assistance.
- Addressed customer requests and inquiries to enhance overall satisfaction.
- Executed daily operations with accuracy and efficiency to ensure smooth service delivery.
Cruise Specialist
Costco Travel
Issaquah, WA
02.2018 - 02.2019
- Assisted members in selecting cruise packages tailored to individual preferences.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Coordinated travel itineraries to ensure seamless booking and enhance customer satisfaction.
- Asked open-ended questions to identify client needs and recommend tailored travel offerings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues, and complaints in a timely manner.
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Researched and determined accurate pricing for services, consistently sourcing the best deals.
Assistant Manager Cruise Department
Costco Travel
Issaquah, Washington
01.2010 - 02.2018
- Handled customer service inquiries and complaints promptly, improving overall customer experience.
- Supported daily operations of travel services, ensuring customer satisfaction and service efficiency.
- Reviewed customer feedback to enhance service offerings and boost satisfaction levels.
- Provided support to team members in resolving customer inquiries effectively.
- Supervised daily operations including scheduling shifts, assigning duties.
- Facilitated communication between departments to streamline operational processes.
- Coordinated with other departments to ensure smooth flow of operations.
- Maintained up-to-date knowledge of company products and services.
- Ensured compliance with safety regulations and company policies.
- Resolved conflicts between team members in an effective manner.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Delegated work to staff, setting priorities and goals.
- Developed promotional materials to enhance customer engagement with travel options.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Supervisor
Costco Travel
Issaquah, Washington
08.2008 - 01.2010
- Reviewed employee performance and delivered constructive feedback to support professional development.
- Resolved customer inquiries and complaints, ensuring high satisfaction and loyalty.
- Trained staff on travel booking systems and company policies to enhance booking accuracy.
Call Center Cruise Specialist
Costco Travel
Issaquah, Washington
01.2005 - 08.2008
- Coordinated travel arrangements with cruise lines and vendors to ensure seamless client experiences.
- Provided exceptional customer service through effective communication and problem-solving.
- Assessed client needs to tailor cruise package recommendations.
- Maintained up-to-date knowledge of cruise industry trends and offerings.
- Assisted clients with booking modifications and special requests effectively.
- Determined accurate pricing for customer services while identifying optimal deals.
Assistant Manager Front Office
Red Lion Hotel Seattle South
SeaTac, WA
08.2002 - 11.2004
- Recruited, trained, and supervised front desk, bell services, auditor, and reservations staff, enhancing team efficiency and service quality.
- Managed daily office operations, overseeing client accounts, supply inventory, and records management to ensure seamless operational flow.
- Assumed director of sales responsibilities alongside management duties.
- Created room and catering contracts for client events ensuring compliance and clarity.
- Provided backup support to front desk, assisting with various tasks during employee absences.
- Coordinated with catering company to ensure effective event staffing and execution, contributing to successful client events.
Assistant General Manager
Radisson hotel Seattle South
Tacoma, WA
01.2001 - 07.2002
- Recruited, hired, trained, and supervised front desk, bell services, auditors, and reservations staff, enhancing team effectiveness for a group of up to 25.
- Managed daily office operations, overseeing client accounts, supply inventory, and records management to ensure smooth workflows.
- Coordinated staff schedules to ensure adequate coverage and service quality.
- Implemented training programs for new employees to enhance service standards.
- Evaluated guest feedback to identify service gaps, directly contributing to improved service delivery and increased guest satisfaction.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Provided backup to the front desk by assisting with various tasks during employee absences.
- Oversaw office inventory activities, including ordering and requisitions, stocking, and shipment receiving.
- Facilitated communication between departments to streamline operations.
Front Counter Sales
Horizon Irrigation and Landscape Supply
Everett, WA
02.2000 - 01.2001
- Collaborated with customers to fill orders, recommend products based on needs, and verify accounts for accurate pricing.
- Oversaw shipping and receiving processes to ensure inventory accuracy.
- Priced merchandise, stocked shelves, and conducted inventory of supplies.
Lead Bartender
Azteca Mexican Restaurants
Tacoma, Washington
06.1999 - 02.2000
Restaurant/Lounge Manager
O'Callahan's Restaurants and Catering
Tacoma, Washington
01.1998 - 05.1999
Education
Seattle University - Biological Sciences
Seattle University
Seattle, WASkills
- Customer service
- Team leadership
- Effective communication
- Leadership abilities
- Conflict resolution
- Crisis management
- Computer proficiency
- Team building
- Persuasion techniques
Accomplishments
Manager of the Year - Radissin Hotel Seatac
Timeline
Hawaii Specialist
Costco Wholesale Corp
07.2019 - Current
Service Team
REI CO-OP Contact Center
04.2019 - 07.2019
Cruise Specialist
Costco Travel
02.2018 - 02.2019
Assistant Manager Cruise Department
Costco Travel
01.2010 - 02.2018
Supervisor
Costco Travel
08.2008 - 01.2010
Call Center Cruise Specialist
Costco Travel
01.2005 - 08.2008
Assistant Manager Front Office
Red Lion Hotel Seattle South
08.2002 - 11.2004
Assistant General Manager
Radisson hotel Seattle South
01.2001 - 07.2002
Front Counter Sales
Horizon Irrigation and Landscape Supply
02.2000 - 01.2001
Lead Bartender
Azteca Mexican Restaurants
06.1999 - 02.2000
Restaurant/Lounge Manager
O'Callahan's Restaurants and Catering
01.1998 - 05.1999
Seattle University - Biological Sciences
Seattle University