Tierra Gordon
Flint
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Bestway Coleman Pools And Spas
03.2024 - 12.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Responded to customer requests for products, services, and company information
- Assisted customers in navigating company website and placing online orders, improving overall user experience
Resolution Specialist
Walmart
12.2022 - 01.2024
- Leveraged strong listening skills to fully understand the customer's perspective, enabling tailored and empathetic responses during conflict resolution
- Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed
- Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns
- Streamlined dispute resolution process, cutting down average handle time
- Elevated customer satisfaction scores, personalizing solutions to fit individual customer needs
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process
Technical Support Representative
Peloton
11.2021 - 10.2022
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge
- Managed high levels of call flow and responded to technical support needs
- Used ticketing systems to manage and process support actions and requests
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems
Medical Representative
Optum
04.2017 - 06.2019
- Established strong relationships with healthcare professionals, resulting in increased trust and credibility for the organization
- Analyzed market to identify new opportunities and strengthen relationships with hospitals, medical centers and primary provider physicians
- Regularly exceeded sales targets by establishing rapport with new clients while maintaining long-lasting relationships with existing ones
- Monitored inventory levels proactively, mitigating potential shortages or surpluses before they impacted operations or customer satisfaction
- Assisted physicians with patient education efforts, providing resources and support as needed
- Collaborated with sales team to develop targeted marketing strategies that boosted overall revenue growth
Education
High School Diploma -
Mount Morris HighSchool
06-2012
Skills
- Critical thinking
- Active listening
- Customer service
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Follow-up skills
- Call management
Timeline
Customer Service Representative
Bestway Coleman Pools And Spas
03.2024 - 12.2024
Resolution Specialist
Walmart
12.2022 - 01.2024
Technical Support Representative
Peloton
11.2021 - 10.2022
Medical Representative
Optum
04.2017 - 06.2019
High School Diploma -
Mount Morris HighSchool
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