Shannon Gordon
Christchurch
Summary
Communicative and dedicated customer service professional with strong management experience in both retail and e-commerce environments. Skilled in leading teams, inventory management, driving sales, and creating positive customer experiences across multiple channels. Experienced in handling high volumes of enquiries via phone, email, social media, and live chat, while maintaining long-term client relationships. Motivated to contribute to team success, learn from others, and grow within a supportive, collaborative environment.
Overview
11
11
years of professional experience
Work History
Store Manager
Rolla's Denim
08.2024 - 03.2025
- Oversee daily store operations to ensure efficiency and compliance with company standards
- Monitor and manage inventory levels, including stock replenishment and merchandising
- Drive sales to reach daily and monthly targets
- Analyze sales reports to identify trends, set targets, and report to head office
- Deliver exceptional customer service, creating a positive and seamless shopping experience
- Recruit, train, and onboard new team members
- Schedule and manage staff timesheets
- Motivate and inspire the team to achieve individual and store-wide sales goals
- Foster a collaborative and positive team environment
- Collaborate with head office and regional teams
Ecommerce Customer Service
The Self Styler
03.2024 - 07.2024
- Deliver exceptional customer service through phone calls, text, Instagram & Facebook DM's & comments, live chat and email enquiries
- Keep customers informed regarding their orders, general enquiries and returns with a professional & empathetic communication style
- Processing all customers returns and/or exchanges, including stock adjustments and store credits
- Processing & assessing faulty items
- Using Shopify to draft orders when customer required customised orders and invoices
- Using Shopify to merchandise the online website
- Picking and packing orders during busy periods
- Understanding the product ranges to offer product, sizing and style advice to customers
- Assisting customers in the showroom and providing a personable experience
- Using Shopify to create suggested looks on the product listing
- General office duties and support staff
CUSTOMER SERVICE REPRESENTATIVE & ADMINISTRATION
BlastOne Ltd
09.2020 - 07.2023
- Answered customers questions and enquiries through phone calls, chats, in person and emails
- Take customer orders over the phone, through email, in person and process orders
- Set up and activate customer trade accounts
- De-escalated customer concerns, maintaining calm and friendly demeanour
- Assist in account payments
- Uphold quality control policies and procedures to increase customer satisfaction
- Educated customers on special pricing opportunities and company offerings
- Work with the wider team to ensure customer satisfaction, establishing and maintaining customer relationships
- Ensure customers have an all-round amazing experience and leave with a positive experience
- Pack and dispatch customer orders through New Zealand couriers, Go Sweet Spot, and DHL
- Received stock into store & maintain stock levels
- Assist marketing team and event planning - accommodation/activity bookings
- Minute taking
BANK TELLER
BNZ
01.2020 - 08.2020
- Completed special procedures for customers such as term investments, ordering new customer products, stopping payments, transferring money, ordering eftpos, debit and credit cards, exchanging foreign currency
- Completed accurate, high-volume money counts via both manual and machine-driven approaches
- Greeted customers and offered dedicated service during entire transaction, improving bank satisfaction and the customer experience
- Counted and packaged currency and coins
- Promoted products or services to each customer to achieve sales targets
- Provided confidentiality services
- Accurate Data Entry and bank balance
- Experience using many programs eg BIS(Mainframe), CRM
Assistant Store Manager
3 Wise Men
03.2018 - 12.2019
- Delivered exceptional customer service and built strong relationships with regular clients
- Managed daily store operations including staff supervision, task delegation, and goal setting
- Processed transactions, returns, online orders, and handled end-of-day cash procedures
- Maintained store presentation through effective merchandising and stock management
- Completed team timesheets and assisted with roster planning
- Supported corporate orders and inter-store stock transfers
- Consistently hit store KPIs and worked closely with the Store Manager and General Manager to drive success
- Provided personalised styling advice and product recommendations
Retail Assistant
3 Wise Men
02.2017 - 03.2018
- Welcomed customers and provided knowledgeable, friendly service
- Developed product knowledge to support sales and customer satisfaction
- Operated POS systems for transactions, returns, and gift cards
- Assisted with maintaining store appearance and setting up visual displays
- Supported team in achieving sales targets through strong service and upselling
LIFEGUARD & CAMP COUNSELLOR
Camp Seneca Lake/Camp America
06.2016 - 10.2016
- Monitored safety of all children and guest in and around the lake
- Clean and setting up lake equipment and toys for activities for the children
- Safely operate the Jet Ski and take the children out on the biscuit
- Learnt CPR and become a certified lifeguard
- Lead, organised and participated in night time activities for the kids, such as dodge-ball, foam party, races and more
- Shared tips on swimming techniques, encouraged and supported them to give everything a go
- Created a friendly, safe and fun environment on the lake and in the campgrounds for all children including a small group of autistic adults and teenagers
CAFE ASSISTANT
Ballantynes
04.2016 - 06.2016
- Worked in all 3 cafes, wherever I was needed
- Produced and served food and drinks
- Worked on the till, accurately placing orders and handling money
- Cleaned tables and cleared dishes
- Assisted customers with product selection by answering questions about food ingredients and nutritional value
- Kept high food safety standards
- Wiped, sanitised and maintained floors, facility, equipment to adhere with company standards and procedures
- Provided great efficient customer service
SMOOTHIE BARISTA
Pure Pulp
01.2014 - 06.2016
- Orders & prepared smoothies, fresh juices and ice cream
- Worked in a fast pace environment at festivals, markets and events
- Maintained clean, sanitised and well-organised food prep
- Worked in a team
- Supervised and trained new employees
- Provided exceptional customer service
Education
Teaching English As A Foreign Language
TEFEL
01-2023
Floristry
Open Polytechnic - NZ
01-2022
High School Diploma -
Christchurch Girls High School
01-2015
Skills
- Customer service & relationship building
- Team leadership & staff coordination
- Retail & e-commerce operations
- Call centre & multi-channel communication
- CRM systems: Shopify, Klaviyo, Starshipit, PostCo, Go Sweetspot
- Accurate data entry & administration
- Returns, exchanges & order processing
- Conflict resolution & problem-solving
- Confident, reliable & works well under pressure
Timeline
Store Manager
Rolla's Denim
08.2024 - 03.2025
Ecommerce Customer Service
The Self Styler
03.2024 - 07.2024
CUSTOMER SERVICE REPRESENTATIVE & ADMINISTRATION
BlastOne Ltd
09.2020 - 07.2023
BANK TELLER
BNZ
01.2020 - 08.2020
Assistant Store Manager
3 Wise Men
03.2018 - 12.2019
Retail Assistant
3 Wise Men
02.2017 - 03.2018
LIFEGUARD & CAMP COUNSELLOR
Camp Seneca Lake/Camp America
06.2016 - 10.2016
CAFE ASSISTANT
Ballantynes
04.2016 - 06.2016
SMOOTHIE BARISTA
Pure Pulp
01.2014 - 06.2016
Teaching English As A Foreign Language
TEFEL
Floristry
Open Polytechnic - NZ
High School Diploma -
Christchurch Girls High School
Similar Profiles
Tom FergusonTom Ferguson
Bar Assistant at High Rolla's Bowling AlleyBar Assistant at High Rolla's Bowling Alley
Salvador BustosSalvador Bustos
Quality Control at Paige Denim LLCQuality Control at Paige Denim LLC
Jayson NesbittJayson Nesbitt
Food and Beverage Manager at The Joseph (Denim)Food and Beverage Manager at The Joseph (Denim)
KETANKUMAR PATELKETANKUMAR PATEL
PACKING SUPERVISOR at COUPLAND'S BAKERIESPACKING SUPERVISOR at COUPLAND'S BAKERIES
Jaydeep PatelJaydeep Patel
Health Care Security Supervisor at Allied SecurityHealth Care Security Supervisor at Allied Security