Summary
Overview
Work History
Education
Skills
Timeline
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Leonardo Gordon

Yonkers,NY

Summary

Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.

Overview

7
7
years of professional experience

Work History

Customer Service Manager

Groonos Inmate Care Package
Yonkers, NY
09.2021 - Current
  • Answered customer inquiries regarding product features, pricing, and availability.
  • Managed upwards of 30 phone interactions on a daily basis.
  • Supported customers with online billing, access, and account issues.
  • Led a small team of two in executing daily tasks.
  • Collaborated with external vendors to address unresolved hardware and software issues.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Troubleshot and resolved printer hardware and software issues.

Customer Service Representative

Wholefoods
Yonkers
02.2019 - 01.2021
  • Supported sales team members to drive growth and development.
  • Resolved customer complaints promptly and efficiently.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong relationships with customers by providing personalized assistance and support.

Help Desk Associate(Intern)

Citigroup Inc
New York, NY
01.2018 - 01.2019
  • Performed troubleshooting steps when responding to help desk requests from end-users.
  • Monitored help desk tickets to ensure timely resolution of customer inquiries.
  • Assisted with multiple technical inquiries on a daily basis.
  • Replaced defective or malfunctioning parts.

Education

Certificate of Technical Studies - It Support Professional

Google
01-2025

Certificate - Information Technology

Comptia A+(work in Progress)
01-2025

Certificate of Technical Studies - Information Technology

Npower
Brooklyn, NY
12-2018

Skills

  • Complaint resolution
  • Staffing coordination
  • Training and mentoring
  • Metric tracking
  • Sales promotion
  • Service delivery optimization
  • Call monitoring
  • Time management
  • Technical support
  • Decision-making

Timeline

Customer Service Manager

Groonos Inmate Care Package
09.2021 - Current

Customer Service Representative

Wholefoods
02.2019 - 01.2021

Help Desk Associate(Intern)

Citigroup Inc
01.2018 - 01.2019

Certificate of Technical Studies - It Support Professional

Google

Certificate - Information Technology

Comptia A+(work in Progress)

Certificate of Technical Studies - Information Technology

Npower

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Leonardo Gordon