Deja Gordon
Phoenix,USA
Summary
Experienced customer service professional focused on client support and retention in telecommunications and financial sectors. Proficient in addressing complex customer issues, handling high-volume calls, and processing fraud and billing claims with precision. Dedicated to improving customer satisfaction through customized solutions and consistently upholding service excellence across diverse platforms.
Overview
12
12
years of professional experience
Work History
Fraud specialist
American Express
11.2025 - 07.2026
- Assist Card Members with fraud and security concerns related to account activity.
- Complete identity verification procedures to securely authenticate customers.
- Investigate suspicious transactions and help protect compromised accounts.
- Resolve fraud-related inquiries, unauthorized charges, and account restrictions.
- Educate customers on fraud prevention tools and account security best practices.
- Maintain professionalism while handling sensitive financial information.
Dispatcher
EventSource
12.2022 - 11.2025
- Dispatched buses using radio and phone to designated locations.
- Coordinated ETAs between schools and parents for student drop-offs and pick-ups.
- Resolved issues and requests by transmitting information and providing solutions.
- Logged driver check-in and check-out times for AM and PM shifts.
- Provided real-time traffic updates, obstacle alerts, and rerouting guidance as needed.
Client Service Representative
Bank of America
03.2021 - 05.2022
- Managed inbound calls to assist customers with account inquiries.
- Processed fraud and billing resolution claims in accordance with company protocols.
- Collected customer feedback to enhance service quality.
- Delivered warm and professional customer support.
Customer Service Representative/Retention Specialist
AT&T
09.2018 - 03.2021
- Resolved complex customer issues in line with AT&T standards.
- Troubleshot common AT&T app issues for customers.
- Retained customers by offering tailored solutions to prevent service disconnections.
- Assisted in adding wireless and home entertainment services, including internet and home phone.
- Escalated unresolved issues and provided timely follow-ups with solutions.
- Granted procedural exceptions for unique customer requests when appropriate.
Customer Service Representative
Discover Financial Services
08.2017 - 05.2018
- Maintained general credit card accounts and processed credit line applications.
- Issued adjustments to correct billing errors.
- Provided information on interest rates customized to individual customers.
- Initiated fraud and billing resolution claims effectively.
Cashier/Customer Service
Fry's Food Stores
11.2014 - 07.2017
- Assisted customers in locating store items efficiently.
- Cross-trained across customer service desk, floral department, and fuel station operations.
- Managed cash drawers and operated cash registers and self-checkout stations.
- Processed an average of X transactions daily while maintaining accuracy in cash handling.
Education
High school or equivalent - undefined
Arizona Virtual Academy
01.2015
Skills
- Customer care and service
- High service standards
- Organizational skills
- Reliability and punctuality
- Quick learning ability
Timeline
Fraud specialist
American Express
11.2025 - 07.2026
Dispatcher
EventSource
12.2022 - 11.2025
Client Service Representative
Bank of America
03.2021 - 05.2022
Customer Service Representative/Retention Specialist
AT&T
09.2018 - 03.2021
Customer Service Representative
Discover Financial Services
08.2017 - 05.2018
Cashier/Customer Service
Fry's Food Stores
11.2014 - 07.2017
High school or equivalent - undefined
Arizona Virtual Academy