Robyn Gordon

**** *. ******* **.

Tampa, FL *****

813-***-****

robyngor@verizon.

Summary

Highly skilled customer service supervisor, with a proven track record of meeting and exceeding five customers satisfaction metrics. Recognized for training and developing skilled call center associates.

Skills

•Dedicated to process improvement

•Conflict Management

•Problem Management

• Human Resource Management

•Hardware and Software Skills

Experience

Verizon Wireless – Tampa, Florida

Customer Service Supervisor November 2003 to April 2016

Manage a team from 10 -14 associates. Provided coaching and development to inform month over month

performance.

Provided accurate and appropriate information in response to customer inquiries.

Developed effective relationships with all Center Departments.

Customer Service Associate

February 1998 to November 2003

Provide customer information on billing charges and features.

Ask fact finding questions to resolve existing or potential problems.

GTE of Florida – Tampa, Florida

Business Repair Clerk September 1987 to February 1988

Responsible for handling Business Accounts repair accounts. Probing to determine issue. Creating trouble tickets for routing to appropriate dispatcher for resolution.

Repair Clerk

September 1986 to September 1987

Responsible to initial Residential customer contact. Analyzed problem for resolution of reported landline issues.

Directory Assistance Operator April 1981 to September 1986

Responsible for handling customer inquiries for Florida market. Provide customer with directory information

such as phone numbers and addresses.

Education and Training

High School Diploma: 1978

Chamber lain High School - Tampa, FL USA