TEKESHA A. GORDON
Customer Service Representative
Washington,DC
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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
27
27
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Representative
CRP / Health Benefits Exchange
, Washington
08.2021 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Updated account information to maintain customer records
- Utilized customer service software to manage interactions and track customer satisfaction
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests for products, services, and company information promptly to increase customer satisfaction
- Answered constant flow of customer calls with minimal wait times
- Met customer call guidelines for service levels, handle time and productivity
Administrative Assistant
Elsie Whitlow Stokes Community Freedom PCS
Washington, DC
09.2004 - 08.2012
- Responsible for creating, maintaining, and managing databases
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data for accountability director
- Creating and organizing projects / programs though out school year
- Constructing student schedules
- Directing guest to appropriate personnel
- Reconciling daily transactions
- Maintaining office and conference room schedules
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Executed record filing system to improve document organization and management
- Scheduled office meetings and client appointments for staff teams
Administrative Assistant / Secretary
Strategic Staffing Inc
Alexandria, VA
12.2004 - 09.2006
- Provided support during a time of organizational restructuring
- Entered basic data entry, and conducted research for various projects via the internet
- Responsible for maintaining senior executive calendars and coordinating conference rooms schedules
- Handle office task such as correspondence, shipping, file management and database administration.
Receptionist / Administrative Assistant
Answer Staffing Services
Washington
08.2002 - 09.2004
- Responsibilities included basic data entry, Internet research for various project and developing Excel spreadsheets for projects as directed by the permanent staff
- Organized files, faxes, created flyers, transcribed memos / letters, answered multiline telephone systems while directing calls and messages to the appropriate personal.
Front Desk Supervisor
Tekesha A. Gordon, YWCA Fitness & Aquatics Center
Washington
07.1997 - 05.2001
- Accountable for reconciliation of previous day's transactions and distribution of bi-weekly payroll
- Assisted in creating standard operation procedures as well as organizing daily schedules and operations
- Handled office task such as correspondences with health club members and cooperate office, taking manager meeting minutes and database administration
- Answered phones, transferring calls to the appropriate staff, greeting guest and making copies
- Receiving, organizing, and distributing the mail
- Opening up the fitness center.
Education
High School Diploma -
Duke Ellington School of The Arts
Washington, DC 09.1994 - 06.1997
University of The District of Columbia
Washington, DCSkills
Complaint resolution
Report preparation
POS systems expert
Account management
Administrative support
Professional telephone demeanor
Service standard compliance
Creative problem solving
Software
Sales Force
Enroll Application
Glue
Case Worker Portal
Amazon Connect
Documentation and reporting
Recordkeeping strengths
Accomplishments
- St degree Black Belt in Taekwondo, certified under the United States Taekwondo Union
- A Member of the University of the District of Columbia Honors Society
- Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Affiliations
Member of Honor's Society
Interests
Dancing
Reading
Taekwondo
1st degree black belt in taekwondo that teaches inner city youth on Wednesdays and Saturdays.
Timeline
Customer Service Representative
CRP / Health Benefits Exchange
08.2021 - Current
Administrative Assistant / Secretary
Strategic Staffing Inc
12.2004 - 09.2006
Administrative Assistant
Elsie Whitlow Stokes Community Freedom PCS
09.2004 - 08.2012
Receptionist / Administrative Assistant
Answer Staffing Services
08.2002 - 09.2004
Front Desk Supervisor
Tekesha A. Gordon, YWCA Fitness & Aquatics Center
07.1997 - 05.2001
High School Diploma -
Duke Ellington School of The Arts
09.1994 - 06.1997
University of The District of Columbia
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