Jasmine Gordon
Memphis,TN
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Internal Revenue Service, IRS
Memphis, TN
05.2023 - Current
- Answered customer and/or their legal representative inquiries and provided accurate information regarding their taxes.
- Worked amended tax paper cases, making adjustments, send letters requesting more information to support claims or deny claims, reroute to other areas, etc.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls providing frontline customer support or assistance with questions regarding current and/or prior year taxes
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Transfer calls to other areas if unable to assist.
- Work remotely
Customer Counter Clerk
Amazon
Memphis, TN
11.2022 - Current
- Greeted customers, answered questions, provided assistance, and directed to locations that would take merchandise that we couldn't accept back.
- Processed customer orders accurately and efficiently.
- Stowed packages
- Processed returns and shipped them to designated areas for processing.
- Resolved customer complaints in a timely manner.
- Countered merchandise regularly to ensure accuracy of inventory levels.
- Organized and maintained the package area in an orderly fashion.
- Handled incoming calls from customers regarding their inquiries or complaints.
- Adhered to safety regulations while handling hazardous materials.
- Stayed up-to-date on new services offered by the company.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Coordinated pick-up and delivery of express package services.
- Provided excellent customer service at all times.
Team Leader
Walmart
Memphis, TN
05.2017 - 10.2021
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Implemented changes in response to changing business needs or customer demands.
- Managed budgeting responsibilities including forecasting expenses, tracking spending, and preparing reports for upper management.
- Assisted with special projects as needed such as developing marketing campaigns or creating presentations.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Offered training and support to keep team members motivated and working toward objectives.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Reviewed completed work to verify consistency, quality and conformance.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Maintained daily inventory to facilitate successful material distribution.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Worked closely with human resources to support employee management and organizational planning.
- Assisted team members when necessary, for example, short staffed
Retail Sales Associate Cashier
Walmart
Memphis, TN
05.2013 - 05.2017
- Greeted customers and provided excellent customer service.
- Provided information about products and services to customers.
- Processed payments with cash, credit and debit cards, checks, gift cards, and store credits.
- Organized merchandise in the store for easy access by customers.
- Assisted customers in locating items within the store.
- Operated a cash register to accurately process sales transactions.
- Stocked shelves and maintained product displays.
- Maintained a clean and organized work area throughout the shift.
- Counted money at the beginning and end of each shift to ensure accuracy of funds on hand.
- Resolved customer complaints or referred them to management for resolution.
- Helped other team members as needed during peak business times.
- Promoted loyalty programs to increase customer retention.
- Offered suggestions when appropriate to help customers find what they wanted quickly.
- Participated in periodic inventory counts as assigned by management.
- Performed general housekeeping duties such as sweeping floors, dusting shelves.
- Restocked supplies like paper bags, receipt paper., as needed.
- Operated cash register by adhering to POS system processes and procedures when ringing sales and tendering correct change and receipts.
- Maintained sales floor by restocking shelves, updating pricing information and managing inventory.
- Followed company safety regulations to maintain safe work environment.
- Cleaned shelves, counters and tables to maintain organized store.
- Ticketed, arranged and displayed merchandise to promote sales.
- Placed special orders or called other stores to find desired items.
- Bagged or packaged purchases and wrapped gifts.
- Described merchandise and explained use, operation and care.
- Maintained knowledge of sales and promotions, return policies and security practices.
Customer Service Manager
Kmart, Sears Holding
Memphis, TN
11.2010 - 05.2013
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed completed work to verify consistency, quality and conformance.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
Education
Associate of Applied Science - Health Information Technology
National College of Business And Technology
Bartlett, TN05-2013
High School Diploma -
Manassas High School
Memphis, TN05-2009
BBA - Human Resources Management
Strayer University
MemphisSkills
- Data Entry
- Appointment Scheduling
- Product Knowledge
- Data Collection
- Paperwork Processing
- Account updating
- Complaint resolution
- Inbound and Outbound Calling
- Scheduling
- Researching
- Active Listening
- Microsoft Excel
- Customer Service
- Call Center Operations
- Professional telephone demeanor
- Problem-solving abilities
- Filing
- Quality Assurance Controls
- Customer Relationship Management (CRM)
- Microsoft Outlook
- Order Processing
- Office equipment proficiency
- Receiving support
- Shipping and receiving understanding
- Retail sales customer service
- Team Development
- Problem Resolution
- Conflict Resolution
- Credit card payment processing
- Payment Processing
- Staff Training
- In-store support
- Administrative Support
- Reading Comprehension
- Materials Transport
- Critical Thinking
- Stock management
- Account Management
- Positive and professional
- Typing proficiency
- Adaptive team player
- Call Management
References
References available upon request.
Timeline
Customer Service Representative
Internal Revenue Service, IRS
05.2023 - Current
Customer Counter Clerk
Amazon
11.2022 - Current
Team Leader
Walmart
05.2017 - 10.2021
Retail Sales Associate Cashier
Walmart
05.2013 - 05.2017
Customer Service Manager
Kmart, Sears Holding
11.2010 - 05.2013
Associate of Applied Science - Health Information Technology
National College of Business And Technology
High School Diploma -
Manassas High School
BBA - Human Resources Management
Strayer University