Summary
Overview
Work History
Education
Skills
Timeline
Generic

She'Vhan Gordon

Jeffersonville,IN

Summary

Seasoned Repair Technician with expertise in repairing and maintaining internet and cable products. Excellent organization, planning and prioritizing aptitude. Specialties include troubleshooting, calibration and equipment maintenance. Versatile Repair Tech with talents in performing regular upgrades, troubleshooting system failures and repairing equipment. Excellent problem-solving and analytical skills to manage several different tasks at once. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

12
12
years of professional experience

Work History

Internet Repair Specialist

Spectrum
Louisville, KY
08.2021 - 02.2022
  • Completed over phone guidelines to get cable and internet equipment up and running.
  • Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
  • Maintained inventory of repair supplies and ordered parts.
  • Implemented preventive maintenance measures to decrease emergent issues.
  • Worked with customers to understand needs and provide excellent service
  • Developed and maintained courteous and effective working relationships

Customer Service Representative

Heartland Payment Systems
Jeffersonville, IN
09.2019 - 08.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Provided information regarding charge accounts and loyalty programs.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Communicated professionally with colleagues, freelancers and clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Effective liaison between customers and internal departments.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Handled over 50-100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Promoted available products and services to customers during service, account management and order calls.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Investigated and resolved accounting, service and delivery concerns.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Effectively communicated with customers about account changes, new products or services and potential upgrades.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Provided primary customer support to internal and external customers
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Responded to customer requests for products, services and company information
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Collected and analyzed customer information to prepare product or service reports
  • Updated account information to maintain customer records
  • Processed customer adjustments to maintain financial accounts
  • Recorded account information to open new customer accounts
  • Recommended products to customers, thoroughly explaining details
  • Answered product and service questions, suggesting other offerings to attract potential customers
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
  • Reached out to customers after completed sales to suggest additional service or product purchases
  • Developed and updated databases to handle customer data
  • Delivered prompt service to prioritize customer needs
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
  • Exhibited high energy and professionalism when dealing with clients and staff
  • Resolved issues over phone with customers daily
  • Contacted clients to verify account information and maintain accuracy,
  • Managed timely and effective replacement of damaged or missing products
  • Maintained up-to-date knowledge of product and service changes
  • Effectively communicated with customers about account changes, new products or services and potential upgrades
  • Investigated and resolved customer inquiries and complaints quickly
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Communicated professionally with colleagues, freelancers and clients
  • Met customer call guidelines for service levels, handle time and productivity
  • Handled calls signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
  • Promptly responded to inquiries and requests from prospective customers
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs

Telephone Operator

Dept. Of Commerce
Jeffersonville, IN
04.2005 - 02.2006
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Connected callers with appropriate professional, department or business.
  • Maintained accurate records of calls placed and received.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Supported customers by maintaining professionalism and upbeat tone.
  • Collected and verified telephone numbers, addresses and proper spelling of names.
  • Received Hardship Certificate for possessing ability to persuade angry and irate people who initially refused to finish Census with me over the phone.
  • Collected and verified telephone numbers, addresses and proper spelling of names
  • Responded to customer inquiries with patience and positivity to establish excellent first impression
  • Performed data entry operations to update database with customer responses
  • Enhanced customer satisfaction ratings by resolving issues professionally and efficiently
  • Operated digital paging system to notify recipients of incoming calls
  • Maintained up-to-date knowledge of emergency call procedures
  • Managed telephone switchboard of 15-20 personnel and routed internal and external calls to provide quick connection
  • Provided new employees with voice and accent training to teach proper customer service etiquette
  • Assisted over a thousand customers daily by answering questions and transferring to appropriate departments
  • Assisted over 500 customers daily by answering questions and getting them the help they needed.

Supervisor

Metro Answering Service
New Albany, IN
11.2002 - 02.2006
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives and communication goals.
  • Worked with management team to implement proper division of responsibilities.
  • Set overall vision and provided team leadership.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Interviewed, and trained new employees for production positions
  • Identified individual employee's unique work styles and adapted management methods.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
  • Provided supportive link between external customers and internal operations.
  • Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
  • Tracked and prepared quarterly reports of sales goals to management.
  • Audited and documented processes and procedures for new accounts department.
  • Streamlined operations of multiple lines of business within organization.
  • I supervised 10-20 employees at a time in a call center atmosphere answering after hours calls for doctors and hospitals as well as other emergency services such as POP-A-LOCK.
  • I used Microsoft software to develop timelines and run reports making sure all work was performed and relayed in a timely manner.
  • I was able to track all calls to the clients satisfaction and made sure no calls were missed.
  • I received all doctors calls and made sure everything was handled properly making sure to relay all pertinent information in a timely manner.
  • I also ensured no HIPPA laws were violated.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts
  • Worked with management team to implement proper division of responsibilities
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
  • Delegated high volumes of work to empower team, build trust and assist with professional development
  • Streamlined operations to improve process efficiency
  • Evaluated employee performance and coached and trained to improve weak areas
  • Monitored workflow to improve employee time management and increase productivity
  • Identified individual employee's unique work styles and adapted management methods
  • Developed training, task and process guidelines and communicated clear and concise directions to employees
  • Maintained compliance with company policies, objectives and communication goals
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs
  • Coordinated employee schedules to keep pace with business needs and meet company demands
  • Tracked and prepared quarterly reports to present to leadership
  • Conducted employee evaluations to provide feedback and set expectations for future job performance
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently

Statistical Clerk (Federal)

Dept. Of Commerce
Jeffersonville, IN
03.1997 - 04.2002
  • Prepared statistical analysis plans and provided statistical interpretation for graphs, tables and charts.
  • Manipulated, transformed and analyzed data by reviewing computer reports, printouts and performance indicators.
  • Developed integrated spreadsheet and database templates for accumulating, formatting and organizing program data and presented findings to management.
  • Evaluated reliability of source information by weighing raw data to make data easier to interpret.
  • Checked source data to verify completeness and accuracy, addressing incomplete or missing data fields to streamline application of analytic scripts.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Developed and maintained courteous and effective working relationships.

Education

No Degree - Licensed Practical Nursing

Humana College of Nursing
Louisville, KY
09.2023

Associate of Science - Associate in Business Management

Indiana Wesleyan University
Marion, IN
12.2019

High School Diploma -

Pleasure Ridge Park High School
Louisville, KY
06.1987

Certificate - Laser Technology

National Laser Institute
Scottsdale, AZ
06.2022

Skills

  • Team building
  • Decision-Making
  • Flexible and Adaptable
  • Active Listening
  • Multitasking Abilities
  • Excellent Communication
  • Analytical and Critical Thinking
  • Written Communication
  • Planning and Coordination
  • Interpersonal Communication
  • Organization and Time Management
  • G-Suite
  • Self-Motivated
  • MS Office
  • Data Entry
  • Attention to Detail
  • Problem-Solving
  • First Aid/CPR
  • Good Telephone Etiquette

Timeline

Internet Repair Specialist

Spectrum
08.2021 - 02.2022

Customer Service Representative

Heartland Payment Systems
09.2019 - 08.2021

Telephone Operator

Dept. Of Commerce
04.2005 - 02.2006

Supervisor

Metro Answering Service
11.2002 - 02.2006

Statistical Clerk (Federal)

Dept. Of Commerce
03.1997 - 04.2002

No Degree - Licensed Practical Nursing

Humana College of Nursing

Associate of Science - Associate in Business Management

Indiana Wesleyan University

High School Diploma -

Pleasure Ridge Park High School

Certificate - Laser Technology

National Laser Institute

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She'Vhan Gordon