Xen Gordon
Phoenix
Summary
Customer support professional experienced in high-volume chat and email support, skilled in Salesforce, Zendesk, and CRM systems. Proven ability to resolve issues quickly, de-escalate concerns, and provide technical support while maintaining a positive customer experience. Organized, detail-oriented, and comfortable working independently in fast-paced remote environments.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Synchrony Bank
Phoenix
04.2024 - Current
- Delivered high-volume customer support via phone, chat, and email, assisting with account inquiries, payments, and website technical issues while providing fast, efficient service.
- Used Salesforce and other CRM tools to document interactions, service accounts, and securely handle sensitive customer information.
- Used de-escalation techniques to calm frustrated customers, resolve concerns, and maintain a positive customer experience.
Online Seller
Depop
Phoenix
02.2019 - Current
- Created product listings, including photographing items, writing descriptions, setting prices, and managing inventory.
- Communicated with buyers, answering questions, negotiating offers, and handling customer disputes to maintain positive feedback.
- Prepared and shipped orders, packaging items securely and coordinating timely delivery.
Returns Processor
Amazon
Phoenix
10.2023 - 06.2024
- Processed customer returns by opening packages, inspecting items for damage or defects, and determining appropriate disposition.
- Used internal CRM and inventory systems to document returns, update records, and ensure accurate processing.
- Handled and moved merchandise, including lifting heavy packages, while maintaining safety and efficiency standards.
Customer Service Representative
Empereon-Constar
Phoenix
03.2023 - 03.2024
- Handled incoming customer inquiries via phone, email, and chat using Zendesk, providing timely and professional support.
- Provided customer service, account management, and app technical support for a startup credit card.
- Managed card disputes and conducted outbound collection and follow-up calls to resolve balances and customer concerns.
Retail Merchandiser
Goodwill
Mesa
07.2022 - 02.2023
- Stocked and rotated merchandise from the stockroom to the sales floor in line with seasonal plans, promotions, and style changes.
- Set up and maintained sales floor displays, including signage, promotional materials, and product placement to drive sales.
- Prepared merchandise for the floor by labeling, pricing, and ensuring items were organized and accurately displayed.
Delivery Driver
DoorDash
Mesa
01.2021 - 06.2022
- Safely transported and delivered merchandise, following product-handling standards to prevent damage or loss.
- Planned and navigated delivery routes using GPS and knowledge of local roads to ensure efficient deliveries.
- Followed traffic laws and company transportation procedures to maintain safety and reliability.
Cashier
Taco Bell
Mesa
03.2019 - 03.2020
- Operated cash register/POS to process cash and credit transactions, issue receipts, and provide accurate change.
- Assisted customers by answering product questions, sharing promotion information, and maintaining a clean, organized sales floor.
- Supported store operations by training new team members and learning multiple department roles to provide coverage as needed.
Education
High School Diploma -
Red Mountain High School
Mesa, AZSkills
- Customer Service & Account Support
- High-Volume Phone, Chat, and Email Support
- De-escalation & Conflict Resolution
- Salesforce
- Zendesk
- CRM Systems
- Microsoft Office Suite
- Technical Support (Web/App)
- Payment Processing
- Disputes
- Order Resolution
- Time Management
- Multitasking
- Working Independently
- E-commerce
- Order Fulfillment Support
Timeline
Customer Service Representative
Synchrony Bank
04.2024 - Current
Returns Processor
Amazon
10.2023 - 06.2024
Customer Service Representative
Empereon-Constar
03.2023 - 03.2024
Retail Merchandiser
Goodwill
07.2022 - 02.2023
Delivery Driver
DoorDash
01.2021 - 06.2022
Cashier
Taco Bell
03.2019 - 03.2020
Online Seller
Depop
02.2019 - Current
High School Diploma -
Red Mountain High School