Tamara Gorden
Raleigh,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Shipping and Delivery Support (SDS), Executive Driver Relations (EDR) North America Specialist
AMAZON
10.2016 - Current
- Maintain and exceed in meeting metrics and goals for EDR
- Assisted Drivers with high severity issues
- Filed insurance claims when needed
- Gathered details of incidents to relay to relevant teams and stakeholders while ensuring that the Driver was ok and felt cared for
- Managed teams of up to 20+ agents in Grocery/Fresh Department and SDS as an acting Team Manager from March 2020 to January 2021
- Monitored and managed productivity of agents in Grocery/Fresh Department
- Analyzed data and metrics to assist my customer service agents in meeting their goals and to look for areas of opportunity for growth
- Excel at identifying and escalating systemic issues, working with developers, program management and other stakeholders to identify the root cause of issues
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve complaints.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
psychology
NC STATE UNIVERSITY
Raleigh, NC12.2000
Elementary Education and Psychology
APPALACHIAN STATE UNIVERSITY
Boone, NC11.1997
Skills
- Conflict Mediation
- Account Management
- Project Management Abilities
- Critical Thinking
- Problem Resolution
- Client Relations
- Documentation
- Active Listening
- Call Management
Timeline
Shipping and Delivery Support (SDS), Executive Driver Relations (EDR) North America Specialist
AMAZON
10.2016 - Current
psychology
NC STATE UNIVERSITY
Elementary Education and Psychology
APPALACHIAN STATE UNIVERSITY
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