Open To Work
Shauna-Kay Gordon
Nashville,TN
Summary
Multifaceted Customer Service Representative with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting.
Overview
5
5
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
United Healthcare Group
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.
Customer Success Specialist
Connempathy
San Diego
03.2020 - 01.2021
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Handle multiple inbound calls from customers regarding queries and concerns.
Work Preference
Work Type
Gig WorkContract WorkLocation Preference
RemoteSkills
- 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
United Healthcare Group
01.2023 - 12.2023
Customer Service Representative
Conduent Call Center
02.2022 - 09.2022
Hotel Front Desk Agent
Hilton Hotel
01.2021 - 01.2022
Customer Success Specialist
Connempathy
03.2020 - 01.2021
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