LaReese Gordon
GREENVILLE,NC
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
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.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Focus Services
09.2023 - Current
- Run a team of 15 sitting expectations for Phone
- Took supervisor calls
- Edit calls and review calls
- Coaching agents
- Billing tech and sales
Customer Service Representative
Marshals
05.2018 - 11.2021
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
Work From Home Customer Service Agent
CONVERGYS
10.2017 - 03.2018
- Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction rate.
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.
- Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement.
Customer Service Manager
BURGER KING
12.2014 - 09.2017
- Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone).
- Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.
- Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries.
Customer Service Associate
TRADE MART
03.2014 - 11.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
HIGH SCHOOL DIPLOMA -
NORTH CHICAGO COMMUNITY HIGH SCHOOL
Associate Of Science - Medical Assisting
Miller Motte
Greenville, NC07.2013
Skills
- Typing 45 wpm
- Empathetic
- Report preparation
- Complaint resolution
- Professional telephone demeanor
- POS systems expert
- Multi-line phone talent
- Technical Support
- CRM
- Account management
- Receiving support
- Creative problem solving
- Training and mentoring
- Quality Assurance
- Account Management
- Call Center Operations
- Technical Support
- Sales expertise
- Training and coaching
- Problem-Solving
- Relationship Building
- Account Updates
- Customer Retention
- Employee Scheduling
- Positive and Constructive Feedback
- Cash Handling
- Customer Service
- Time Management
- Decision-Making
- New Hire Training
- Team Building and Leadership
Certification
CERTIFIED MEDICALASSISTANT
CERTIFIED NURSE ASSISTANT
Timeline
Customer Service Manager
Focus Services
09.2023 - Current
Customer Service Representative
Marshals
05.2018 - 11.2021
Work From Home Customer Service Agent
CONVERGYS
10.2017 - 03.2018
Customer Service Manager
BURGER KING
12.2014 - 09.2017
Customer Service Associate
TRADE MART
03.2014 - 11.2014
HIGH SCHOOL DIPLOMA -
NORTH CHICAGO COMMUNITY HIGH SCHOOL
Associate Of Science - Medical Assisting
Miller Motte