Damion Gordon
Nashville,TN
Summary
Results-driven customer service expert with a strong history of implementing effective solutions for varied customer requirements. Adept at leading customer service teams to improve satisfaction levels, decrease complaints, and support business expansion. Track record of surpassing customer expectations and building positive relationships. Focused on delivering outstanding service and enhancing company performance.
Overview
15
15
years of professional experience
Work History
Patient Enrollment Specialist-Contract
Carelon Health- Anthem BCBS
Nashville
08.2025 - Current
- Processed and verified enrollment applications to ensure accuracy and compliance with regulations.
- Coordinated communication between prospective students and academic departments to streamline enrollment procedures.
- Developed training materials for new staff on enrollment systems and best practices.
- Implemented outreach initiatives to increase student engagement and improve enrollment rates.
Regional Case Manager
Nissan North America
Murfreesboro, TN
08.2024 - 07.2025
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Researched best practices and developed strategies to improve program outcomes.
- Review financial assistance claims.
- Review warranty repairs for decision making.
- Review vehicle service contracts.
- Establish & maintain professional and client based responses with engineers, field operating managers and other stakeholders.
Customer Service Sales
Comcast Cable and Xfinity Internet
04.2023 - 02.2024
- Duties include performative sales to achieve targeted metrics. I have gained knowledge in residential telecommunications services such as landline, internet, cable, and mobile services. Responsibilities also included general customer service and technical support.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Proven ability to learn quickly and adapt to new situations.
Insurance Specialist
ConnectiCare
Connecticut
10.2022 - 03.2023
- Tasks include sharing which providers are covered in the network, available plans and services, reaching claims settlement, and scheduling appointments.
- Followed up on denials, late payments, extensions and other special circumstances.
- Maintained high standards of customer service by building relationships with clients.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Acted as subject matter expert, answering internal, and external questions and inquiries.
- Responded to customer calls swiftly to resolve issues and answer questions.
Customer Service Sales
Frontier Communications
New Haven, CT
08.2018 - 12.2020
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Promoted available products and services to customers during service, account management and order calls.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Call Center Supervisor
Sutherland Global Services
04.2015 - 02.2018
- Company Overview: (Jamaica)
- Measuring agent's performative and key metric, coaching, and development.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- (Jamaica)
Case Management
Jamaica Child Development Agency
07.2013 - 04.2015
- Our assisted programs consisted of health care, scholarships and food and nutrition.
- Supported case management, care coordination and life skills training for assigned caseload.
- Provided crisis intervention and case management services to child, family and legal guardians.
- Structured standardized case management processes to comply with regulatory agency statutes and standards.
- Provide ongoing case management to patients to implement appropriate treatment plan, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes.
Case Manager
Office Of Children's Affairs
05.2010 - 07.2013
- Assigning case workers that worked directly with children's affairs and investigating claims of child abuse, parental neglect and reporting on behalf of the ward in states courts.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
Education
Bachelor of Science - Human Services
Southern New Hampshire University
Hooksett, NH01.2024
Skills
- Problem-solving
- Conflict resolution
- Critical thinking
- Excellent customer service skills
- Adherence to high customer service standards
- MS office
- Social work
- Client advocacy
- Case management
- Quality assurance controls
- Team collaboration
- Verbal and written communication
- Email and telephone etiquette
Timeline
Patient Enrollment Specialist-Contract
Carelon Health- Anthem BCBS
08.2025 - Current
Regional Case Manager
Nissan North America
08.2024 - 07.2025
Customer Service Sales
Comcast Cable and Xfinity Internet
04.2023 - 02.2024
Insurance Specialist
ConnectiCare
10.2022 - 03.2023
Customer Service Sales
Frontier Communications
08.2018 - 12.2020
Call Center Supervisor
Sutherland Global Services
04.2015 - 02.2018
Case Management
Jamaica Child Development Agency
07.2013 - 04.2015
Case Manager
Office Of Children's Affairs
05.2010 - 07.2013
Bachelor of Science - Human Services
Southern New Hampshire University