Kellie Gordon
Summary
Experienced professional with a strong background in customer interactions and service solutions. Demonstrates exceptional skills in conflict resolution, communication, and problem-solving, resulting in high levels of customer satisfaction and loyalty. Proven ability to collaborate effectively with teams and adapt to changing needs, consistently delivering efficient and empathetic service to achieve desired results. Recognized for reliability and a proactive approach in meeting both customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative/Sales Coordinator
Wegmans Family Food Markets
09.2024 - Current
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Engaged with customers to build rapport and loyalty.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Executive Secretary/Executive Assistant
Roswell Park Comprehensive Cancer Center
01.2021 - 03.2024
- Handled confidential information in professional manner.
- Maintained strict confidentiality in all aspects of personal, financial, and corporate information.
- Served as a liaison between executives, staff members, clients, and stakeholders to maintain effective communication channels.
- Enhanced executive productivity by efficiently managing schedules and appointments.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Collaborated with various departments to develop cohesive strategies for achieving organizational goals.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Fostered positive office environment, addressing administrative challenges promptly.
- Oversaw organization of high-profile corporate events, ensuring flawless execution and guest satisfaction.
- Liaised with IT department to resolve technical issues, minimizing downtime for executives.
- Improved accuracy of minutes and reports with thorough review and editing practices.
- Enhanced team collaboration by organizing regular cross-departmental meetings.
- Took notes and dictation at meetings.
- Office manager for department.
Claims Adjudicator/Customer Service
Independent Health Nova
08.2020 - 12.2020
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Provided exceptional customer service during interactions with policyholders, earning commendations from both clients and management.
- Supported team members in resolving challenging cases, sharing expertise to foster professional growth among colleagues.
- Reduced errors in claims adjudication through diligent review of policies and thorough investigation of claims.
- Assisted management in updating internal policies related to claims adjudication processes for increased efficiency and effectiveness.
- Consistently met or exceeded performance targets for claims processing and adjudication, contributing to overall departmental success.
Account Representative
Mariner Finance
03.2019 - 08.2020
- Addressing customer complaints and queries of assigned clients
- Up selling or cross-selling products and services and approaching new customers
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges
- Originates personal loans while verifying income, runs credit reports, and uses better judgement before submitting to underwriting
- Contacted customers to assess satisfaction and current needs.
- Kept detailed records of customer interactions for optimal traceability.
- Analyzed accounts for delinquencies and other ongoing issues.
- Retained high-value clients by providing exceptional support and personalized service.
- Consistently exceeded quota expectations leading the way among fellow representatives.
Customer Service Specialist
Lake Shore Savings Bank
01.2018 - 01.2019
Legal Assistant/Paralegal
Fuhrman Law
01.2016 - 01.2018
Customer Service/Bartender/Server
Red Lobster
01.2012 - 01.2018
Education
Associate's Degree - Liberal Arts and Science
Erie Community College South
Orchard Park, NY05.2012
Skills
- Collaborative Team Player
- Analytical Problem Solving
- Adaptability to Change
- Excellent communication skills
- Independently Motivated
- Strong Decision-Making
- Interpersonal skills
- Expert in all Microsoft Software
- Conflict resolution
- Customer service
- Data entry
Timeline
Customer Service Representative/Sales Coordinator
Wegmans Family Food Markets
09.2024 - Current
Executive Secretary/Executive Assistant
Roswell Park Comprehensive Cancer Center
01.2021 - 03.2024
Claims Adjudicator/Customer Service
Independent Health Nova
08.2020 - 12.2020
Account Representative
Mariner Finance
03.2019 - 08.2020
Customer Service Specialist
Lake Shore Savings Bank
01.2018 - 01.2019
Legal Assistant/Paralegal
Fuhrman Law
01.2016 - 01.2018
Customer Service/Bartender/Server
Red Lobster
01.2012 - 01.2018
Associate's Degree - Liberal Arts and Science
Erie Community College South
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