Tiana Gordon-Cox
Houston,TX
Summary
Patient and meticulously organized with nine years of extensive experience in customer facing roles. As a Customer Experience Associate I am dedicated to providing a positive customer experience. Proven track record of being an excellent communicator, resolving inquiries efficiently, and driving customer satisfaction. Seeking to leverage my expertise to show passion to the organization's mission and contribute to the success of a customer-centric organization.
Overview
9
9
years of professional experience
Work History
Tax Expert
Intuit
01.2022 - Current
- Delivered exceptional customer experience through high volume chat and phone support
- Used problem solving skills to evaluate tax implications of personal activities and assist customers with developing strategies to minimize tax obligations
- Review and evaluate 15-20 returns each day to ensure accuracy
- Ability to communicate ambiguous tax processes and workflows in an easy-to-digest and clear manner
- Collaborated with colleagues by using open message board and daily team huddle to further research on uncommon tax situations
- Became an expert with Intuit’s different systems, product lines, and brand so that day-to-day customer operations can efficiently work embody Intuit's brand.
Lead Customer Service Associate
Sutherland Global Solutions
12.2020 - Current
- Assist in monitoring team performance and suggesting corrective actions for underperforming areas to ensure achievement in all KPI's
- Continuously recommending improvements in company policies and products to enhance the client and workplace experience
- With excellent written and verbal skills handled 30-40 calls daily and documented all calls according to standard operating policies and procedures
- Utilized interpersonal communication skills to collaborate with cross functional teams to handle more complex customer cases and inquiries
- Supervised up to 20 customer service representatives while coaching and assisting their workplace development to defuse escalated issues and work directly with customers to support resolution.
Lead Host/Bartender/Food Server
Benihana
02.2015 - 12.2020
- Assisted in ensuring shifts were well staffed by using HotSchedules scheduling software to assign shifts to meet needs of the business ensuring smooth shifts
- Elevated team performance with expert training and mentoring of new associates
- With meticulous attention to detail monitored team operations and directed workflow of a minimum of 15 employees during busy periods, making adjustments to improve pace to handle up to 200 reservations
- Supervised staff with respect and empathy, emphasizing the importance of mental health increasing staff loyalty and promoting a family like atmosphere.
- Employed creative thinking to handle spontaneous guest issues with professionalism and ease.
Education
Bachelor of Science - Accounting
Houston Community College
Houston, TX01.2016
Associate of Science - Accounting
University of Houston
Houston, TX01.2015
Skills
- Familiar with various computer systems(Salesforce,Google Suite, Quickbase)
- HotSchedules
- Microsoft
- De-Escalation Techniques
- CRM Software Proficiency (Zendesk)
- Calm Under Pressure
- Product Knowledge
- 50 wpm Typing Speed
- Work Prioritization
- Adaptability and Resilience
Timeline
Tax Expert
Intuit
01.2022 - Current
Lead Customer Service Associate
Sutherland Global Solutions
12.2020 - Current
Lead Host/Bartender/Food Server
Benihana
02.2015 - 12.2020
Bachelor of Science - Accounting
Houston Community College
Associate of Science - Accounting
University of Houston