Taquana Gordon
Silver Spring,MD
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
7
7
years of professional experience
Work History
Housing Opportunities Commission Main Office Concierge
Stratton Amenities
10.2023 - Current
- Exceed clients and guests’ expectations by providing great service.
- Professional phone etiquette and message delivery.
- Think clearly, quickly, and efficiently and make concise decisions even under pressure.
- Collect payments through checks and money orders and give clients receipts
- Obtaining knowledge in housing choice voucher, tax credit and other subsidized program.
- Having great verbal and written skills
- Proficient in Microsoft office
- Receiving documents such as (annuals, interims, relocation requests, rent increase requests, etc.
- Performed administrative tasks including filing paperwork, maintaining inventory of office supplies.
- Providing customer service to internal and external customers
- Scan clients/ applicant paperwork and email it to appropriate case workers
- Distribution of mail
- Submit daily activity reports
- Assisted customers with special needs or requests, demonstrating empathy and understanding in every interaction.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Managed approximately 20 incoming calls, emails and faxes per day from customers.
- Contributed to positive work environment by maintaining professional demeanor at all times.
- Streamlined communication between departments, ensuring efficient service delivery to customers.
- Created welcoming and comfortable environment for customers.
- Managed daily operations of concierge desk and monitored staff performance to proactively address matters.
- Managed variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Identified issues, analyzed information and provided solutions to customers problems.
Alexander House Front Desk Concierge
Stratton Amenities
02.2023 - 10.2023
- Greet and direct residents and visitors with pleasant attitude
- Exceed residents’ and guests’ expectations by providing great service
- Cultivate and retain cohesive relationships with residents, vendors, and contractors
- Maintain confidentiality of residents
- Professional phone etiquette and message delivery
- Accurately log guest packages, ensure timely delivery, and perform package inventory audits
- Monitor lobby and surveillance cameras and patrol property to ensure resident safety and security
- Monitor access throughout shift and ensure authorized resident and guest use only
- Cautions residents or guests behaving in unsafe manner
- Escort people if necessary
- Assist in scheduling and completion of all amenities’ request including local transportation, residents’ move-ins, event planning, grocery and package delivery, housekeeping, etc.
- Walk premises to ensure highest standards are met
- Think clearly, quickly, and efficiently and make concise decisions even under pressure
- Listen and react quickly to residents’ and guests’ requests in genuine manner
- Assist with resident lockouts
- Collect payments through checks and money orders and give residents receipts
- Helping assist leasing agents and property managers as much as needed.
- Responded to guest inquiries to maximize guest satisfaction.
- Managed phone lines efficiently, directing calls to appropriate departments or taking messages as needed.
- Managed check-in and check-out procedures for guests.
- Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
- Maintained clean and organized front desk area, contributing to welcoming atmosphere for guests.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Answered Guest telephone calls promptly and appropriately handled needs.
- Maintained high level of professionalism and discretion when dealing with guests.
- Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
- Managed phone lines efficiently, directing calls to the appropriate departments or taking messages as needed.
- Handled guests complaints to satisfy and retain guests.
- Assisted in training new team members on front desk procedures and best practices for exceptional service delivery.
- Performed administrative tasks including filing paperwork, maintaining inventory of office supplies and coordinating maintenance requests.
- Identified issues, analyzed information and provided solutions to problems.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
CNA- Certified Nursing Assistant
Adelphi Nursing Home
06.2022 - 01.2023
- Delivered high-quality care to 18 patients in nursing home facility.
- Received employee of month recognition on multiple occasions.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisting with answering phone calls from nurses station, redirecting calls if needed.
- Supported needs of 18+ residents under long-term care.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Conducted routine safety checks on equipment, promptly reporting any malfunctions or safety concerns to appropriate personnel.
- Provided emotional support for patients during challenging times, fostering positive healing environment.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Transported patients between rooms and appointments or testing locations.
- Educated patients and family members on best home care practices for healing and recovery.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
CNA- Certified Nursing Assistant
Hyattsville Nursing Home
10.2021 - 04.2022
- Delivered high-quality care to 14 patients in nursing home facility.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisting with answering phone calls from nurses station, redirecting calls if needed.
- Supported needs of 14+ residents under long-term care.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Conducted routine safety checks on equipment, promptly reporting any malfunctions or safety concerns to appropriate personnel.
- Provided emotional support for patients during challenging times, fostering positive healing environment.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Transported patients between rooms and appointments or testing locations.
- Educated patients and family members on best home care practices for healing and recovery.
Team Leader
Target
09.2019 - 08.2021
- Developed effective improvement plans in alignment with goals and specifications.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Implemented employee recognition programs that boosted morale and increased retention rates within team.
- Held weekly team meetings to inform team members on company news and updates.
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
Visual Merchandiser / Apparel Team Member
Target
10.2016 - 08.2019
- Enhanced store sales by creating visually appealing and strategically placed product displays.
- Collaborated with management to develop seasonal merchandising strategies for customer engagement.
- Increased customer traffic through effective window displays that showcased new products and promotions.
- Revamped store layout to improve customer flow and overall shopping experience, resulting in better customer satisfaction.
- Managed mannequin styling, ensuring alignment with current fashion trends and company branding guidelines.
- Developed planograms based on best-selling products, optimizing merchandise visibility and accessibility for shoppers.
- Conducted regular competitor analysis, staying informed of industry trends and adjusting visual merchandising strategy as needed to maintain competitive edge.
- Partnered with store personnel during remodels or relocations to ensure seamless transition of visual merchandising elements into new spaces.
- Updated signage regularly to reflect current promotions or markdowns, improving clarity for customers seeking sale items within store environment.
- Worked with store managers to implement new displays, promotions and store layout changes.
- Organized store merchandise racks by size, style, and color.
- Used props and lighting to enhance appearance and visibility of displays.
- Arranged consistent shelves, bins, and racks at 5 locations by following established planograms.
Cashier
Target
10.2016 - 10.2016
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Performed cash, card and check transactions to complete customer purchases.
- Processed refunds and exchanges in accordance with company policy.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Stocked, tagged and displayed merchandise as required.
- Addressed customer needs and made product recommendations to increase sales.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Worked with floor team and managers to meet wide range of customer needs.
Education
GED -
Prince George's Community College
Hyattsville, MD01.2016
Skills
- Scanning, copying
- Staff Supervision
- Sorting documents
- Professional telephone etiquette
- Organization skills
- Effective communicator
- Time-management skills
- Attention to detail
- Written and verbal communication
- Employee Training
- Security Monitoring
- Creative Thinking
- Basic Math Competence
- Effective problem solving
- Hospitality
- Team player mentality
- Discreet confidentiality
- Detail-oriented approach
- Accurate record keeping
- Bookkeeping
- Maintaining Composure
- Proactive attitude
- Data Entry
- Computer Skills
- Consistency
- Critical thinking and observation
- Conflict resolution
- Microsoft Office
- Customer Service
- Cash handling expertise
- ID Verification
- Remote Office Availability
Timeline
Housing Opportunities Commission Main Office Concierge
Stratton Amenities
10.2023 - Current
Alexander House Front Desk Concierge
Stratton Amenities
02.2023 - 10.2023
CNA- Certified Nursing Assistant
Adelphi Nursing Home
06.2022 - 01.2023
CNA- Certified Nursing Assistant
Hyattsville Nursing Home
10.2021 - 04.2022
Team Leader
Target
09.2019 - 08.2021
Visual Merchandiser / Apparel Team Member
Target
10.2016 - 08.2019
Cashier
Target
10.2016 - 10.2016
GED -
Prince George's Community College
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