Summary
Overview
Work History
Education
Skills
Timeline
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Sonia Gordon

Montgomery,Alabama

Summary

I have been in customer service for 15+ years. Self motivating and willing to learn and go above and beyond normal duties. Excellent leadership skills and a team player. Great with working under high pressure situation. Looking forward to becoming a valuable asset to the team

Overview

7
7
years of professional experience

Work History

Customer Care Representative

Aflac
Montgomery, Alabama
10.2021 - Current
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Store Manager

Family Dollar
Tuskegee, AL
06.2020 - 12.2021
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Trained and mentored associates to teach daily tasks and procedures.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Updated and maintained store signage and displays.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Strengthened work flow productivity by hiring, managing and developing top talent.

Assistant Store Manager

Family Dollar
Montgomery, AL
05.2017 - 05.2020
  • Supervised cashiers in processing credit, debit and cash payments to streamline sales.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Oversaw aspects of maintenance, inventory, and daily activity management.
  • Delegated assignments based on team strengths to optimize floor coverage and service levels.

Education

GED -

Montgomery Public Schools
Montgomery, AL
06-2001

Elementary Education

Auburn University-Montgomery
Montgomery, AL

Skills

  • Appointment Scheduling
  • Payment Processing
  • Database Research
  • Data Entry

Timeline

Customer Care Representative

Aflac
10.2021 - Current

Store Manager

Family Dollar
06.2020 - 12.2021

Assistant Store Manager

Family Dollar
05.2017 - 05.2020

GED -

Montgomery Public Schools

Elementary Education

Auburn University-Montgomery

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Sonia Gordon