Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rose Gordon

Riverdale,GA

Summary

Customer service professional with focus on resolving issues and enhancing customer satisfaction. Skilled in active listening, problem-solving, and effective communication. Strong team collaborator, adaptable to changing needs, and consistently achieving results. Known for reliability and maintaining high standards.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Advocate II

CareSource
Atlanta, GA
12.2020 - Current
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Researched and resolved account and service problems with friendly, knowledgeable support.

Team Coach

CareSource
01.2018 - 10.2019
  • Evaluated individual knowledge, skills, and strengths, and assigned team positions to maximize talent areas.
  • Strengthened interdepartmental communication by facilitating cross-functional meetings to align objectives and streamline workflows.
  • Prepared reports by analyzing trends and data.
  • Enhanced overall team productivity by creating a positive work environment and promoting open communication among team members.
  • Led team meetings to discuss progress, address concerns, and share best practices for continuous improvement.
  • Encouraged open communication among team members, allowing for constructive feedback and continuous improvement in daily operations.

Customer Service Representative

Verizon
Kennesaw, Georgia
06.2016 - 01.2018
  • Handling multiple calls, and assisting with customer needs, and request. Making sure to resolve each and every customer issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.

Store Keeper

LSG SKYCHEFS
East Point, Georgia
09.2014 - 05.2015
  • Improved inventory accuracy by conducting regular stock checks and maintaining updated records.
  • Received product shipments and organized in stockroom storage area.
  • Enhanced store organization by implementing effective storage solutions and space utilization techniques.
  • Ordered goods from various vendors to maintain store merchandise levels.
  • Communicated with vendors to discuss order discrepancies, and returned damaged merchandise or incorrect orders.
  • Maintained safe working environment with strict adherence to safety protocols and guidelines.
  • Stocked storerooms and adjusted minimum and maximum par levels in automated inventory system.

Shift Supervisor

Wendy's
Hapeville, GA
04.2007 - 05.2014
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Responded to and resolved customer questions and concerns.
  • Helped store management meet standards of service and quality in daily operations.
  • Enforced company policies and regulations with employees.

Education

Diploma - College Prep

Forest Park High
Forest Park, GA
01.2007

Skills

  • Management Experience
  • Call Center
  • Communication skills
  • Computer Skills
  • Insurance Verification
  • Microsoft Excel
  • Microsoft Word
  • HIPAA
  • Call Center (9 years)
  • Leadership Experience
  • Customer support
  • Customer Service
  • Medical Terminology

Certification

  • Food Handler Certification
  • Serv Safe
  • September 2013 to September 2018

Timeline

Customer Advocate II

CareSource
12.2020 - Current

Team Coach

CareSource
01.2018 - 10.2019

Customer Service Representative

Verizon
06.2016 - 01.2018

Store Keeper

LSG SKYCHEFS
09.2014 - 05.2015

Shift Supervisor

Wendy's
04.2007 - 05.2014

Diploma - College Prep

Forest Park High

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