Experienced professional with a proven track record in customer service and project management. Skilled in building strong relationships with customers, peers, and potential clients. Committed to customer service, with the ability to build productive relationships, resolve complex issues, and win customer loyalty. A motivated and solutions-driven individual with excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills and the ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate about creating compelling content and driving engagement. Talented at crafting dynamic stories, informative articles, and persuasive copy that resonate and inspire readers.”
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hi, I’m
Sasha Gordon
Jacksonville,FL
Summary
Overview
15
years of professional experience
3
Certification
Work History
Truist Bank, Apex
Information Technology Support Specialist
08.2020 - 04.2023
Job overview
- This position is responsible for the second level technical support of complex Treasury Solution applications and services
- The primary goal is to provide best-in-class client experience in resolving clients’ issues and recommending best practices and solutions
- This role requires expert knowledge of applications, file formats, communications channels, departmental processes and procedures, both within and outside of Treasury Solutions
- The technical specialist works with various stakeholders in the organization including Product Management, Sales, client onboarding, Maintenance, and other teams involved in the support, development, testing, and implementation of new releases, system enhancements, and work-around, as needed to support our clients
- The senior specialist collaborates and communicates effectively with stakeholders and partners in working towards solutions for client requests/incidents
- The teammate acts with an appropriate sense of urgency, a high degree of professionalism, and minimal supervision
- This role reports directly to the Treasury Solutions Client Services Manager.
Bank of America
Consultants
10.2020 - 11.2021
Job overview
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Analyzed problematic areas to provide recommendations and solutions.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
Florida State College
Help Desk Analyst
01.2019 - 09.2020
Job overview
- Windows 7/XP, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), and ticketing systems, VMware
- Assist employees with Corp-mobility troubleshooting
- Assist with Cisco Communicator and Cisco Connect
- Assist users who are disabled or need set up assistance with a Safe Pass account
- Assist with DocuSign
- Assist with repairing adobe
- Assist with VPN connection
- Guidance on how to use virtual assistants and various new resources to assist users
- Responsible for providing technical assistance and support related to computer systems, hardware, or software
- Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
General Dynamics, Protection, Maximus Federal
Financial Representative Specialist
10.2016 - 12.2017
Job overview
- The primary responsibility of all Customer Service Representatives is to provide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner
- Assist with side-by-side mentoring for new employees
- Maintain a current understanding of the Program’s standard operating procedures, processes and Program policies as provided during training.
Formative Health
Patient Access Representative
10.2017 - 09.2018
Job overview
- Assists individuals in making appointments for various clinical services
- Identifies specific patient needs to determine appropriate appointment type, location and urgency
- Obtains necessary demographic and insurance information and enters data into the department computer system
- Verifies insurance coverage and other related data with third party carriers for scheduled appointments/procedures
- Determines if a patient requires language interpretation, wheelchair and/or transportation accommodations and facilitates scheduling of services
- Communicates clear instructions and education related to scheduled services utilizing appropriate guidelines
- Facilitates appointment requests received through centralized online forums
- Uses procedures, policy manuals, knowledge-base and other reference materials to assist in answering various general inquiries and issues
- Triages specific and complex inquiries to appropriate resources (management, clinical call center, billing call center, etc.)
- Documents customer inquiries, issues, transactions and other relevant information into the department computer system
- Identifies unusual events or consistent problem areas and addresses management
- Suggests methods to simplify, enhance or update procedures.
Accelerated Tax Solutions
Tax Analyst Team Leader: I T Admin Assistant
05.2015 - 10.2017
Job overview
- Provide quality customer support in a high call volume environment while responding to online inquiries and direct inbound calls from prospects who are inquiring about our company and services
- Conduct interviews with prospective clients to determine if they can benefit from our company’s services!
- Conduct interviews for prospective analysts!
- Train, coach and mentor new analysts to complete required work while at the same time providing outstanding quality customer support and always putting the client first
- Use interpersonal and communication skills to maintain a positive environment for customers and teammates alike
- Communicate both verbally in written correspondence to verbal and written.
Voya Financial, Randstad
Customer Contact Center Representative
12.2014 - 04.2015
Job overview
- At the client’s direction, partner with field CRMs to execute upon investment changes
- This includes completing required paperwork and providing applicable supporting documentation and sample participant notification
- Support participant enrollment and education initiatives by obtaining necessary meeting request information, assisting with preparation of webinars, etc
- Request and deliver client/plan level documents and reports, including plan reviews, fund performance and any necessary disclosures
- Provide various administrative support as necessary.
Fanatics
Randstad, Customer Contact Center Representative
01.2013 - 11.2013
Job overview
- Answered inbound calls 70-90 calls per day assisting customers with a variety of issues
- Troubleshoot customer’s computers
- Used Outlook to communicate with coworkers
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems.
Florida Home Heating and Air, Home Depot
Appointment Setter
06.2012 - 12.2012
Job overview
- Greet customers face to face
- Explain services offered and set an appointment for sale
- Training weekly on innovative ways to make the sale.
MS Guru
Remote Technician
01.2012 - 05.2012
Job overview
- Oversee the daily performance of computer systems
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Enter commands and observe system functioning to verify correct operations and detect errors.
Jacksonville Transportation Group
Call Center Representative
08.2008 - 12.2009
Job overview
- Answer phones and respond to customer requests
- Provide customers with product and service information
- Identify, research, and resolve customer issues using the computer system
- Recognize, document and alert the supervisor of trends in customer calls
- Recommend process improvements.
Self Employed Writer
Author
05.2023 - Current
Job overview
- Created emotionally powerful content and published stories to engage consumers and heighten communities and empowerment of knowledge awareness.
- Collaborated with cross-functional teams to produce accurate, high-quality documentation for customers.
- Maintained informative social media to help further storylines and promote future events.
- Worked on creative brand messaging, campaigns and creative brainstorming.
Education
Florida Career College - MiamiMiami, FL
Associate degree from Computer Networking Engineering
06.2013
University Overview
Frank H. Peterson Academy of TechnologyJacksonville, FL
High School Diploma from Accomplishments
University Overview
President's, GPA: .0, Dean's, GPA: 3.8
Anthem College - PhoenixPhoenix, AZ
Degree from Computer Security Engineering
09.2013
University Overview
Florida Career CollegeJacksonville, FL
Certifications And Training CompTIA A+ from Computer Networking Engineering
09.2011
University Overview
GPA: 3.6
Skills
- Core Expertise
- Customer Service
- Microsoft Windows and Office Suites
- Networking Connectivity & Topologies
- Adaptability
- Ticketing systems
- Troubleshooting Salesforce & JavaScript, HTML, CSS, Team management, Cisco, Salesforce, Teams, Treasury Management, Level 2 Technical Support, Citrix, CRM, CD-Query installation, Remote Deposit Capture, Team Leadership, Mac install, Remote Capture Password reset, Priority funding tracking, Fraud Inspector, Managed File, Transfer, Printers and Scanners, Fraud Solutions, Problem Solving, Lan/Wan, organizational skills
- Project Management
- Content Creation
- Short Stories
- Creative Collaboration
- Document Editing
- Idea Brainstorming
- Promotional Planning
- Multimedia Writing
- Copyediting
- Technical Writing
- Client Collaboration
- Effective Writing
- Marketing Support
- Social Media
- Editing
- Fact-Checking
- Software Expertise
- Proofreading
- Research
- Grammar Usage
- Issue Research
- Formatting
- Office Operations
- Workshop Teaching
- Reading Comprehension
- Core Expertise
- SEO Principles
- Organizational Systems
- Concept Development
- Microsoft Office
- Creative Direction
- Story Development
- Content Curation
- Creative Development
- Fiction Writing
- Social Media Content Writing
- Articulate Communication
- Interviewing Individuals
- Essay Writing
- Book Publishing
- Video Conferencing Software
- Precision and Accuracy
- Critical Analyses
- Broadcast and Internet Media
- Biographies and Novels
- Email Communication
- Social Media Platforms
- Self-Publishing Experience
- Active Listening
- Unique Content Creation
- Material Revising
- Assigning Topics
- Consult with Clients
- Web Page Creation and Editing
- Educational Strategies
- Area of Expertise Genre Experience
- Video and Teleconferencing
- Core Expertise
- Google Docs
- Marketing and Advertising Strategies
- Database Maintenance
- Marketing Representatives Consultation
- News Stories
- Strategic Account Management
- Agile Best Practices
- Systems Thinking
- Status Updates
- Technological Alignment
- Training Methodologies
- Team Meetings
- Complex Problem-Solving
- Collaborative Environments
- Agility Improvements
- Lead Teams
- Strategy Implementation
- Social Perceptiveness
- Social Media Management
- Best Practices and Tools
- Training Junior Team Members
- Logical Flow
- Plan Projects
- Waterfall Methodology
Certification
- Project Management - Coursera - 2023
- Marketing, Coursera - 2023
Languages
English
Native or Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Either write something worth reading or do something worth writing.
Timeline
Author
Self Employed Writer
05.2023 - Current
Consultants
Bank of America
10.2020 - 11.2021
Information Technology Support Specialist
Truist Bank, Apex
08.2020 - 04.2023
Help Desk Analyst
Florida State College
01.2019 - 09.2020
Patient Access Representative
Formative Health
10.2017 - 09.2018
Financial Representative Specialist
General Dynamics, Protection, Maximus Federal
10.2016 - 12.2017
Tax Analyst Team Leader: I T Admin Assistant
Accelerated Tax Solutions
05.2015 - 10.2017
Customer Contact Center Representative
Voya Financial, Randstad
12.2014 - 04.2015
Randstad, Customer Contact Center Representative
Fanatics
01.2013 - 11.2013
Appointment Setter
Florida Home Heating and Air, Home Depot
06.2012 - 12.2012
Remote Technician
MS Guru
01.2012 - 05.2012
Call Center Representative
Jacksonville Transportation Group
08.2008 - 12.2009
Florida Career College - Miami
Associate degree from Computer Networking Engineering
Frank H. Peterson Academy of Technology
High School Diploma from Accomplishments
Anthem College - Phoenix
Degree from Computer Security Engineering
Florida Career College
Certifications And Training CompTIA A+ from Computer Networking Engineering
- Project Management - Coursera - 2023
- Marketing, Coursera - 2023
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