KWESI GORDON

Airbnb

• Provided accurate, valid, and complete information to customers.
• Answered customer inquiries over the phone and via email.
• Resolved customer complaints promptly and professionally.

• ·While on Nordstrom I was trained and certified as a Universal Agent.
  Role and responsibilities includes: Troubleshooting with Nordstrom members. Provide a customer centric experience to the Nordstrom members while working in three different Line of Business. "Phone, Chats and Emails".
• As an acting SME and Supervisor I took escalated calls from October 2021 to resolved customer complaints in a timely manner while ensuring customer satisfaction.

Nordstrom Rack

· This time around I was a trained universal Agent who now work in both Phone and Chat queue. Role and responsibilities includes: Troubleshooting with Nordstrom members. Provide a customer centric experience to the Nordstrom members.

• As Team lead it was my responsibility to get the members of the motivated for work and ensure that they are maintaining a 90% and above adherence. My Manager and I would also discuss team performance and I would have one on one with a few outliers as it relates to their quality grades, and we would work to get it where is needs to be exceeding the client expectations.

Stub-Hub for March Madness

• While on StubHub, my role and Role and responsibilities includes:
  Providing a plus 2 customer service experience for their members. Troubleshoot with their members who need assistance claiming their tickets.

Peak for Nordstrom Rack and HauteLook

• While on Nordstrom Rack and Hautelook my role and Role and responsibilities includes: Troubleshooting with Nordstrom members. Provide excellent customer service to the Nordstrom members.

• Communicate with students.

• Motivate, talk with the suspended students.

• To provide support to the organization.

• To provide mentorship to students in the program.

• HEART Trust/NTA two weeks’ job orientations January 8th-19th, 2018.