Gloria M.

Gordon
52 Winn Circle Lawrenceville, GA 30044
678-353-6810/678-876-6567
gg57181a@westpost.net
Exceptional Administrative and Management KSA's
*Over 15 years of administrative, customer service and management experience
*Successfully handles customer complaints and disorientation
*Technical support and assistance to management, co-workers and customers
*Over 183 customers serviced daily, while supporting up to five departments,
*Daily public relations with diverse populations,
*Employee scheduling, benefits and training
*Diversity abilities, data entry accuracy, and efficiency
*Dependable and team-oriented
*Ability to perform in a fast-paced environment.
*Possess strong follow-up and communication skills,
*Effective time management skills Multi-tasking abilities

PROFESSIONAL EXPERIENCE:
U.S. Dept. of Commerce, Census Bureau,
Duluth, GA
Enumerator, 2010
Temporary position collecting confidential data as required by Federal law.
Explain Title 13 confidentiality laws to respondents, review information for
accuracy. Read detailed maps, customer interaction via telephone and face-
to-face. Work unsupervised.

Capital Remarketing Services, Inc.

Duluth, GA
Administrative Asst./Sales Rep
2006-2009
As an Administrative Asst., duties included answering customer questions via
telephone, email, and IM, entering sales orders, purchase orders and
readjusting orders accordingly. Filing and reorganizing pertinent files.
Arranging courier and other services for delivery and pickup of merchandise.
Assisting sales reps as backup when needed, was back up for office manager,
those duties included contacting vendors for billing purposes, correcting
vendor orders, readjusting bills and statements according to researched
efforts, sending statements, invoices, credit memos and adjustments when
required. Issued Return Merchandise Authorizations (RMA's).
As the purchaser, located and purchased specific and hard to find items for
customers and internal sales reps, followed up with vendors and customers on
orders, adjusted inventory and was pivotal at inventory control.
As a sales rep, located hard to find items for customers, placed bids for
customer orders, quoted best possible pricing, cultivated new customers, and
increased established customers orders. Interpreted, evaluated, and
resolved telephone inquiries pertaining to hardware and software
applications for computer peripheral products. Documented and tracked
status of customer telephone inquiries, coordinated appropriate responses
and followed up to ensure customer satisfaction.
Sears Portrait Studios
Duluth, GA
Studio Manager
1996-2000/2005-2006
As the manager and team leader, there was the ability to build long-term
relationships with internal and external customers by establishing a high
level of confidence and trust. Assessed and realigned employee skills with
appropriate tasks and functions. Recruited, trained, and developed quality
candidates Processed new hire paperwork, maintained personnel and other HR
related files, submitted employee changes for processing, logged employee
vacation and sick time, maintaining time and attendance system, coordinating
workflow, creating new hire orientation schedules and maintaining the
leave/vacation calendar. Provided hands-on training to increase the
technical and procedural knowledge of all associates, this was an ongoing
process. Managed daily operations with a primary focus on driving revenue
growth, increasing profit, and managing risk. Played key role on sales
team. Expert in consultative selling. Personally consulted with customers
to identify current and future needs. Interpreted, evaluated, and resolved
telephone and face-to-face inquiries pertaining to products.

RLI Transportation Insurance

Atlanta, GA
Claims Assistant
2004-2005
Designed and implemented critical workflow processes. Assessed information
from the insured, claimants, attorneys and/or law enforcement to research
information that was missing or required for claims and other legal
documents. Documented and tracked status of customer inquiries, coordinated
appropriate responses and followed up to ensure customer satisfaction.
Organize detailed office records, using computers to enter, access, search
and retrieve data

MCI Communications
Alpharetta, GA
Inbound Customer Support Supervisor
2003-2004
As a support supervisor, processed diverse customer concerns in relation to
local, long distance, and DSL, as well as offered training opportunities for
internal customer. Activated and installed local, long distance, and DSL on
residential accounts. Inbound sales for residential voice and Internet
services. Meet established goals, objectives, and attendance set forth on a
daily basis.
Nextel Communications
Duluth, GA
Senior Operations Technician II 2000-2003
Handle escalated or complex customer issues and correspondence.
Multi-tasked a variety of duties with minimal or limited supervision.
Maintain departmental handle times, calls per hour and quality guidelines.
Promoted two times in a one-year period, due to top performance in stats,
quality, and attendance.

Education:
Ashford University, Clinton, IA
Psychology, BA cum laude
Ashford University, Clinton, IA
Business Admin /Human Resource,
MBA cum laude
Skills:
Proficient in Windows 95-2000+, Lotus Notes
Alpha/numeric data entry 7700 ksph
Type 45-50 wpm
Advanced Microsoft: Word/Excel/Access/PowerPoint/Accounting
Other programs:
SAS, Everest, Ensemble, Tris, Newt/Vantive, UNIX/SQL, Systemone, HLR, DAP,
Glenayre, Adobe Photoshop,