Gordon Mathurin
@gordonmathurin
I resolve customer issues across phone, chat, email, and social media for telecom, security, and e-commerce customers.
United StatesWhat I'm looking for
I've supported customers at Xfinity, ADT, and Chrono24 across telecom, home security, and e-commerce. I handle account maintenance, order scheduling, billing, soft collections, and complaint resolution across phone, chat, email, and social media.
At Xfinity, I maintained accurate account records, scheduled service and delivery orders, processed payments, and used basic negotiation to retain new and returning customers. I consistently met or exceeded performance standards for quality, speed, and resolution rate.
I've also triaged support tickets, documented interactions in CRM and helpdesk systems, and partnered with internal teams to improve workflows and response times during peak periods. I'm seeking flexible, remote part-time support work.
Experience
Work history, roles, and key accomplishments
Maintained accurate account records and scheduled service orders while delivering support across phone, chat, and social media. Performed soft collections and de-escalated complaints, consistently meeting performance standards.
Researched account history and policy information to provide accurate resolutions, triaged tickets by urgency, and logged interactions in CRM. Collaborated with teammates during peak periods to maintain response times.
Assisted customers with order status, shipping, returns, and exchanges on an online marketplace. Resolved concerns via chat and email, collaborating with internal teams to improve satisfaction and workflows.
Education
Degrees, certifications, and relevant coursework
Miami Dade College
Associate's Degree, Business Administration
Associate's Degree in Business Administration from Miami Dade College.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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