Summary
Overview
Work History
Skills
Timeline
Generic

Shauna-Kay Gordon

Nashville,TN

Summary

Motivated and detail-oriented aspiring Personal Assistant with a strong foundation in organization, time management, and communication. Known for being reliable, discreet, and proactive in supporting day-to-day operations. Brings experience from [previous roles, e.g., customer service, administration, hospitality] that required multitasking, handling confidential information, and providing exceptional support. Eager to contribute to a dynamic environment while learning and growing in a personal assistant role.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

TTEC
Dallas, TX
01.2023 - 02.2025
  • Provide exceptional customer support via phone, chat, and email, resolving issues and inquiries in a timely manner.
  • Achieved a customer satisfaction rate of 85% by providing efficient and personalized service.
  • Maintain an average response time of 2 minutes per inquiry while ensuring high quality in each interaction.
  • Collaborate with cross-functional teams to ensure effective problem resolution and positive customer experiences.
  • Document and track customer interactions using company CRM software (e.g., Zendesk).

Customer Support Specialist

Teleperformance
01.2023 - 12.2023
  • Assisted customers with troubleshooting, product inquiries, and billing issues across multiple communication channels (phone, email, chat).
  • Maintained high customer satisfaction ratings and received positive feedback for resolving issues effectively.
  • Collaborated with team members to improve service processes, resulting in a reduction of average handling time.
  • Processed service requests, tracked order statuses, and managed customer accounts using internal CRM systems.
  • Developed deep product knowledge to provide accurate solutions and enhance customer experiences.

Customer Service Representative

Conduent Call Center
02.2022 - 09.2022
  • Delivered customer support across phone and email, addressing inquiries, resolving technical issues, and providing account assistance.
  • Consistently met performance goals, including average response time, issue resolution, and customer satisfaction ratings.
  • Assisted in training new hires, sharing best practices and improving team efficiency.
  • Documented customer interactions in CRM, ensuring accurate and timely updates.
  • Collaborated with other departments to troubleshoot complex issues, leading to faster resolutions.

Hotel Front Desk Agent

Hilton Hotel
Nashville, TN
01.2021 - 01.2022
  • Greeted and checked in guests, ensuring a smooth and welcoming experience upon arrival.
  • Answered inquiries about hotel services, room availability, and amenities both in person and over the phone.
  • Managed reservations, checked out guests, and processed payments using the hotel management system.
  • Addressed guest complaints and concerns professionally, ensuring swift resolutions to enhance guest satisfaction.
  • Maintained a clean and organized front desk area while following hotel policies and procedures.

Skills

  • Strong Verbal and Written Communication
  • Customer Issue Resolution
  • Call Center / Help Desk Support
  • Front Desk and Hotel Operations
  • Multitasking in High-Volume Environments
  • Microsoft Office (Word, Excel, Outlook)
  • Team Collaboration and Flexibility
  • Positive Attitude and Professionalism
  • Data Entry and CRM Tools (eg, Zendesk, Salesforce)
  • Strong Organizational skills
  • Strong time management skills

Timeline

Customer Service Representative

TTEC
01.2023 - 02.2025

Customer Support Specialist

Teleperformance
01.2023 - 12.2023

Customer Service Representative

Conduent Call Center
02.2022 - 09.2022

Hotel Front Desk Agent

Hilton Hotel
01.2021 - 01.2022

Similar Profiles

CREATE PROFILE
Shauna-Kay Gordon