JADA GORDON
Client Services Rep
Waldorf,MD
Summary
Energetic customer service specialist with 5+ years of industry experience. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer satisfaction. Reliable Customer Service Representative with an extensive track record in demanding sales and account management environments. Strong presenter, communicator, and problem solver working effectively and productively with diverse customers and individual needs.
Overview
6
6
years of professional experience
Work History
Frontline Associate
Sam’s Wholesale Club
05.2019 - 06.2021
- Resolve member issues /concerns
- Assist members with purchasing decisions
- Promote the company’s products and services
- Complete cash register transaction with customer and prepare orders.
- Answer phones and resolve customer concerns “Float” to other areas of store as needed
- Stock supplies as needed throughout the day.
Shift Manager
Dairy Queen /Fourteen Foods
09.2018 - 05.2019
- Assisted in resolving escalated customer service issues promptly.
- Observed and monitored the utilization of equipment.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Coached employees on interactions with customers to drive exceptional service.
- Inspected work areas regularly for cleanliness and organization standards.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Provided coaching and guidance to team members when necessary to improve performance.
- Managed daily cash intake by counting out registers and tabulating profits.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Upheld company standards and compliance requirements for operations.
- Communicated with other shift managers to facilitate continuum of customer service.
- Developed and maintained positive working relationships with staff, customers, and vendors.
Team Member /Customer Service
Dairy Queen /Fourteen Foods
08.2018 - 09.2018
- Take orders and complete transactions with customers to include:
- Suggestive selling
- Properly greeting customers
- Proper product preparation and order coordination
- Accurate cash transaction
- Prepare food products according to food preparation guidelines.
- Upheld high standards of productivity and quality in operations.
- Looked for ways to go above and beyond job requirements.
- Monitored expiration dates on food items for freshness assurance.
- Organized inventory shelves for easy access and maintenance of stock levels.
- Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
- Addressed customer needs, responding to specific requests.
- Keep food preparation area clean and neat
- Assist in maintaining a safe and clean work environment.
- Received, processed, and stocked merchandise in accordance with store policies.
Call Center Representative
ITT Tech
Madison, MS
04.2015 - 09.2016
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Resolved customer complaints promptly to ensure customer satisfaction.
- Answered incoming calls from customers and assisted with customer service-related issues.
- Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
AAS -
Hinds Community College
Skills
- Cash handling
- Energetic, friendly, and enthusiastic
- Event planning experience
- Supervisory and staff management
- Call Documentation
- Quality Control
- Customer Service
- Account Management
- Order Processing
- De-Escalation Techniques
- Issue and Complaint Resolution
- Customer Relations
- Teamwork and Collaboration
- Inbound Call Management
- Work Prioritization
- Database Management
- Remote Office Availability
- POS Systems and Ordering Platforms
- Credit Card Payment Processing
- Relationship Building
- Employee Coaching
- Product Education
Timeline
Frontline Associate
Sam’s Wholesale Club
05.2019 - 06.2021
Shift Manager
Dairy Queen /Fourteen Foods
09.2018 - 05.2019
Team Member /Customer Service
Dairy Queen /Fourteen Foods
08.2018 - 09.2018
Call Center Representative
ITT Tech
04.2015 - 09.2016
AAS -
Hinds Community College