ShanQuise Gordon
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Shipt
Oklahoma City, OK
10.2021 - Current
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and team productivity by promoting operational best practices.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Facilitated inter-departmental communication to effectively provide customer support.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
CUSTOMER SERVICE REPRESENTATIVE
Oklahoma Healthcare Authority
Oklahoma City, OK
10.2019 - 01.2021
- Provided primary customer support to internal and external customers in fast-paced environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Entered customer interaction details in Software to track requests, document problems and record solutions offered
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with up to 150 calls in queue per minute.
Juvenile Security Officer
Central Oklahoma Juvenile Center
05.2017 - 09.2019
- Monitored employee activities, confirming compliance with security regulations
- Providing supervision, care and security of inmates in a correctional environment
- Experience supervising inmates throughout the institution and providing instructions related to institutional procedures and sanitation
- Experience with conducting various count procedures of inmates
- Enforcing rules and regulations governing facility security, inmate accountability and inmate conduct to ensure judicial sanctions are carried out and inmates remain in custody
- Experience working various correctional posts, assignments (such as Control Room, Rear-gate, Housing Units, etc.)
- Providing supervision, care and security of inmates and guidance to lower-graded Correctional Officers
- Supervising planned recreational activities or active participation in community action programs
- Poise and self-confidence, and ability to remain calm during emergency situations
- Ability to make decisions and act quickly, particularly under stress
- Sympathetic attitude towards the welfare of others
- Ability to meet and deal with people of differing backgrounds and behavioral patterns
- Oversaw premises, including entry and exit of employees and visitors daily
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies
- Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic gates
- Checked and verified photo identification prior to granting facility access
- Performed deep searches and pat-downs to look for unauthorized materials and items such as weapons
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities
- Checked identification of all persons entering and exiting facility to eliminate unauthorized visitors.
MAIL CARRIER, USPS
08.2016 - 02.2017
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Greeted customers and answered questions regarding mail pick up times, postal regulations and delivery costs
- Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift
- Distributed mail on foot to residences and businesses, delivering to approximately 300 customers per shift.
CUSTOMER SERVICE REPRESENTATIVE
Walmart
12.2008 - 08.2016
- Developed and actualized customer service initiatives to decrease wait times
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
- Described and explained details about Product or Service options to inform customers and guide purchasing decisions
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy
- Informed customers about special promotions and provided detailed information for various products
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Education
Bachelor Of Science - Business Management
Oklahoma City Community College
Oklahoma City, OK06.2022
Skills
- Office Equipment Proficiency
- Professional Telephone Demeanor
- Typing Proficiency
- Computer Proficiency
- 10-Key
- Documentation
- Microsoft Word
- Microsoft Excel
- Excellent Communication
- Local routes
- Package pickup and delivery
- Time Sensitive Deliveries
- Clean Driving Record
- Customer Service
- GPS Technology
- Load organization
- Vehicle Maintenance
Timeline
Customer Service Representative
Shipt
10.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE
Oklahoma Healthcare Authority
10.2019 - 01.2021
Juvenile Security Officer
Central Oklahoma Juvenile Center
05.2017 - 09.2019
MAIL CARRIER, USPS
08.2016 - 02.2017
CUSTOMER SERVICE REPRESENTATIVE
Walmart
12.2008 - 08.2016
Bachelor Of Science - Business Management
Oklahoma City Community College