Customer Sales

LaShon Gordon

*** ********** **** . ********, **** 43213

614-***-**** Home . 248-***-**** Cell

********@*****.***

www.linkedin.com/in/lashongordon

Customer Relations Professional

PROFESSIONAL SUMMARY

Dedicated customer relations professional with 17 years of overall service

experience, including 11 years in the automotive industry. Motivated to

utilize my expertise, gain personal growth, and pursue career advancement

opportunities.

SUMMARY OF QUALIFICATIONS

. Extensive experience in dealing with challenging customer contacts.

. Exceptional written and verbal communication skills.

. Strong organizational and time management skills.

. Efficient completion of responsibilities both in individual and team

oriented tasks.

. Proficient in use of Microsoft Office applications.

. Excellent interpersonal, decision making, and conflict resolution

skills.

PROFESSIONAL EXPERIENCE

Senior Staff Agent - Customer Assistance Center

3/98 - 2/09

Chrysler LLC, Auburn Hills, MI

. Answered 800+ inbound customer calls per month, and made outbound

contacts necessary to resolve concerns.

. Reviewed and paid daily warranty claims up to $1,500 per case,

resulting in customer retention, and directly increasing Chrysler's

projected automobile sales.

. Authorized consumer reimbursement requests, based on individual merit.

. Excelled in data entry accuracy, investigative research, follow-up and

resolution.

. Responded to emails, hard copy mail, and fax communications.

. Consistently met or exceeded company metrics maintaining quality

service.

. Assisted both customers and dealerships with sales, service and

technical concerns.

. Served as a member of multiple teams designed to implement plans that

would most effectively benefit daily business.

. Assisted in creation and execution of processes and procedures, which

streamlined call-handling times.

LaShon Gordon

********@*****.***

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CAREER DEVELOPMENT TRAINING/SKILLS

Microsoft Office: Excel, Power Point, Word; Lotus Notes, Internet Explorer.

Completed courses in Customer Interaction, Staying Positive, Dale Carnegie,

Email Customer Response, Diversity, Stress Management, Inbound and Outbound

Call Handling.

EDUCATION

Bachelor of Arts, The University of Toledo

Masters Degree, Central Michigan University - projected graduation

2012

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