Oreshonda Gordon
Tampa,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of the team to reach personal and business goals. Known for successfully handling escalated customer support issues. I'm also a highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills.
Overview
7
7
years of professional experience
Work History
Offline Customer Support
Charter Communictions
Tampa, FL
06.2022 - Current
- Resolve ticket issues regarding a client/customer's account
- Performed administrative duties such as responding to emails, updating databases, filing documents.
- Investigated product issues and provided solutions where applicable.
- Assisted customers with account setup, billing inquiries, order status updates, product returns and exchanges.
- Adhered to all company policies regarding customer service processes.
Eligibility Counselor
Wipro
Tampa, FL
01.2021 - 01.2022
- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
- Responsible for assisting an average of 65-75 callers per day.
- Resolves issues to the satisfaction of the customer Follows through to ensure all questions and issues are resolved
- Assisted clients in completing required paperwork for program enrollment.
- Monitored ongoing cases to ensure timely re-determination of eligibility status.
Quality Assurance Analyst
Ashley Furniture HomeStore
Tampa, FL
01.2017 - 12.2020
- Documenting and reporting service quality levels
- Developing and implementing standards company based goal
- Developing plans to help company manage waste
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Following up with the appropriate personnel when mistakes are found
- Training other quality insurance members on all inspection processes
Education
Technical diploma in medical assistant -
Sanford Brown Institute
06.2014
High school diploma -
Chamberlain High School
07.2012
Skills
- Customer Service
- Online Chat Support
- Call Management
- Verbal and Written Communication
- Tracking and Documentation
- Problem-Solving
- Friendly and Patient
- Multitasking and Prioritization
- Call Center Operations
- Prompt
- Highly Professional
- Customer Support Analysis
- Onsite customer support
- Customer service support
- Customer support and assistance
- Managing customer relationships
- Customer needs anticipation and conflict mitigation
Assessments
- Teamwork: Interpersonal skills, Proficient, 09/2023, Responding to challenging team situations at work, Proficient
- Home health aide skills, Proficient, 05/2022, Providing care to patients in a home setting, Proficient
- Customer service, Proficient, 02/2021, Identifying and resolving common customer issues, Proficient
- Call center customer service, Proficient, 01/2022, Demonstrating customer service skills in a call center setting, Proficient
- Customer focus & orientation, Proficient, 12/2021, Responding to customer situations with sensitivity, Proficient
- Sales skills, Proficient, 04/2022, Influencing and negotiating with customers, Proficient
- Work style: Reliability, Proficient, 05/2022, Tendency to be reliable, dependable, and act with integrity at work, Proficient
- Case management & social work, Proficient, 12/2022, Determining client needs, providing support resources, and collaborating with clients and multidisciplinary teams, Proficient
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Offline Customer Support
Charter Communictions
06.2022 - Current
Eligibility Counselor
Wipro
01.2021 - 01.2022
Quality Assurance Analyst
Ashley Furniture HomeStore
01.2017 - 12.2020
Technical diploma in medical assistant -
Sanford Brown Institute
High school diploma -
Chamberlain High School
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