Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Angelique Gordon

Angelique Gordon

North Las Vegas

Summary

Results-driven professional with over 5 years of experience leading high-performance teams and delivering personalized product and service solutions in the travel, healthcare, and retail sectors. Expertise in managing high call volumes, overseeing account management, troubleshooting complex issues, and maintaining superior customer service standards. Recognized for exceptional interpersonal skills, adaptability, and innovative problem-solving. Skilled in client relations, process optimization, enrollment management, and leveraging MS Office programs to enhance team efficiency. Demonstrates strong professional acumen and leadership capabilities, contributing significantly to operational success.

Overview

10
10
years of professional experience
1
1
Certification

Work History

FINANCIAL CUSTOMER ADVISOR

Travel Leisure
07.2022 - Current
  • Demonstrates expertise in managing 60+ inbound calls daily, delivering a professional and welcoming experience to all customers.
  • Provides seasoned guidance on complex financial inquiries, including loan and tax matters, ensuring accurate and thorough resolutions.
  • Expertly facilitates loan payments and maintenance fee transactions, maintaining efficiency and a high level of customer satisfaction.
  • Resolves escalated complaints and contract inquiries with a focus on long-term solutions and customer retention.
  • Led the development and implementation of new account profiles in the online payment portal, streamlining processes and enhancing user accessibility.

CUSTOMER SERVICE REPRESENTITIVE

Wills Towers Watson
08.2020 - 03.2022
  • Effectively managed 50+ inbound calls daily, consistently delivering professional and courteous service to participants.
  • Provided expert assistance with pre-enrollment into healthcare plans and addressed Health Reimbursement Account inquiries, leveraging active listening and a solutions-focused approach to achieve high customer satisfaction.
  • Proactively conducted 35+ outbound calls to respond to callback requests promptly, ensuring a professional experience.
  • Led the creation and management of profiles for new account holders, ensuring accuracy and seamless onboarding.
  • Guided participants in navigating and accessing online accounts via the website and mobile applications, enhancing user engagement and accessibility.
  • Ensured accuracy in data entry, record-keeping, and follow-ups.
  • Caught and resolved small errors that could affect customers which saved the company future complaints.

Forklift Operator

Amazon
01.2018 - 01.2020
  • Oversaw all warehouse operations, including packing, scanning, and ensuring a consistently organized and efficient work environment.
  • Managed outbound processing and sorting of customer packages, ensuring timely and accurate fulfillment.
  • Consistently achieved packing speeds within the top 5% (95th percentile), maintaining high productivity standards.
  • Delivered 100% accuracy in packing all libraries, even under high-speed conditions, ensuring flawless order fulfillment.

Site Director

The Leaven
01.2015 - 01.2017
  • Led the recruitment, hiring, training, and supervision of volunteers, ensuring a well-trained and motivated team.
  • Collaborated with school officials to implement programs and initiatives aimed at enhancing student success and well-being.
  • Cultivated strong, trusting relationships with students and their families, fostering an environment of support and care.
  • Maintained the center's operations by ensuring it remained neat, orderly, and well-maintained, while also supporting fundraising efforts to further organizational goals.
  • Acted as a community ambassador for The Leaven, effectively representing the organization and strengthening its presence and impact.
  • Proactively sought out opportunities to assist children through innovative programming, collaboration with local authorities, property owners, and hands-on involvement.
  • Monitored and tracked student attendance to ensure consistent engagement in required training and development for continued growth.
  • Provided internal support on benefits, orientation, and stock inquiries, ensuring seamless operations and employee satisfaction.

Education

Business Management Bachelors Program -

University of Phoenix

High School Graduated - undefined

Vallejo High School

Skills

  • Quality assurance expertise
  • Expertise in Lean Six Sigma
  • Process optimization
  • Leadership in organizational transformation
  • Operational efficiency
  • Execution of strategic plans
  • Executive team leadership
  • Project management expertise
  • Data analysis
  • Regulatory compliance expertise
  • Cost management
  • Ongoing process enhancement
  • Cross-functional team leadership
  • Workplace safety management
  • Strategic decision making
  • Adaptability in dynamic environments

Certification

  • ENTRY LEVEL PROJECT MANAME CERTIFICATION
  • LEAN SIX SIGMA WHITE BELT
  • LIFE AND HEALTH INSURANCE LICENSED – OCT 21 TO CURRENT IN THE STATE OF NEVADA

Timeline

FINANCIAL CUSTOMER ADVISOR

Travel Leisure
07.2022 - Current

CUSTOMER SERVICE REPRESENTITIVE

Wills Towers Watson
08.2020 - 03.2022

Forklift Operator

Amazon
01.2018 - 01.2020

Site Director

The Leaven
01.2015 - 01.2017

High School Graduated - undefined

Vallejo High School

Business Management Bachelors Program -

University of Phoenix

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