Ebony Nicole Gordon
Summary
Professional customer service and collections specialist with strong focus on team collaboration and achieving results. Skilled in accounts receivable management, negotiation, and dispute resolution. Reliable, adaptable, and known for maintaining high standards and delivering impactful outcomes in dynamic environments. Excellent communication, problem-solving, and analytical abilities.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Direct Support Professional
Heavenly Hands, LLC
07.2022 - Current
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Assisted disabled clients to support independence and well-being.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
- Monitored progress and documented patient health status changes to keep care team updated.
- Improved client self-sufficiency through teaching essential skills such as meal preparation, housekeeping, and financial management.
- Organized recreational events that encouraged relationship building among clients and increased their sense of belonging within the group home setting.
- Served as a reliable point of contact for family members, maintaining open lines of communication about client progress and addressing any concerns promptly.
- Completed regular check-ins and progress report for each client.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Maintained entire family's schedule and organized events.
Collections Specialist II / Senior Training
Cox Communications
06.2014 - Current
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Maintained high volume of calls and met demands of busy and productive group.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Counseled debtors on payment options and arranged installment agreements.
- Researched accounts and completed due diligence to resolve collection problems.
- Trained new team members on scripts, company services, and collection strategies.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Fostered a positive working relationship with other departments within the company, assisting in credit evaluation processes, risk assessments, and overall financial strategy development.
- Enhanced department productivity with ongoing training and development programs for collections staff members.
- Developed personalized payment arrangements for customers facing financial hardships, maintaining customer loyalty.
- Conducted thorough investigations into disputed charges, leading to accurate account adjustments.
- Fostered positive relationships with clients, resolving disputes and clarifying financial obligations.
- Responded to customer inquiries and provided detailed account information.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Provided expert leadership to group of more than 12 employees.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Discovered training needs and provided coaching.
Customer Service Representative
Cox Communications
10.2012 - 06.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Educated customers about billing, payment processing and support policies and procedures.
Account Service Specialist
SprintNextel
06.2010 - 10.2012
- Balanced up to 50 accounts simultaneously, maintaining regular contact and professional relationships with each.
- Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth.
- Educated clients on relevant policies and options and answered questions to remedy issues.
- Researched options and recommended services to address clients' needs.
- Facilitated ongoing account monitoring, promptly addressing any concerns or discrepancies to maintain client satisfaction.
- Supported senior leadership by providing accurate data analysis on account performance metrics.
- Consistently met or exceeded performance targets in relation to account growth, retention, and revenue generation.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Customer Service Specialist
Lender Processing Services
05.2009 - 10.2012
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Maintained confidentiality of client information by adhering to strict data security protocols.
- Reduced turnaround time for document preparation, by adopting advanced digital tools.
- Improved client satisfaction with timely and accurate document preparation.
Bookkeeper
Home Depot
09.2004 - 02.2006
- Maintained and processed invoices, deposits, and money logs.
- Managed accounts payable and receivable activities, maintaining vendor relationships and positive cash flow.
- Monitored incoming payments from clients, ensuring prompt application of funds against outstanding invoices.
- Reconciled and corrected issues with financial records.
- Posted daily receipts and payments in accordance with corporate protocols.
- Supported year-end closing procedures by preparing adjusting journal entries as needed.
- Provided support during audits by supplying requested documentation promptly and accurately.
- Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
- Collaborated with external auditors to facilitate the annual audit process, providing necessary documentation as required.
- Supported decision-making by preparing accurate monthly financial statements.
- Enhanced team productivity with development and implementation of bookkeeping best practices.
- Facilitated better cash management, closely monitored cash flow statements.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Presented audit findings to accounting manager after reviewing results and paperwork.
Teller / Acting Head Teller
Chase Bank
12.2003 - 09.2004
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Reinforced customer trust by providing accurate account information and transaction confirmations.
- Reduced errors in transaction processing by implementing double-check system for large withdrawals and deposits.
- Cross-sold credit cards, loans and other bank products.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Educated customers on online banking and mobile banking applications.
- Trained new hires on customer service policies and procedures.
- Assisted customers with banking needs and inquiries.
File Clerk / Receptionist
Westchester Medical Group
05.2003 - 12.2003
- Assisted with document scanning and imaging projects to support accurate file back-up.
- Identified and corrected inconsistencies in filing systems for increased accuracy.
- Examined, categorized, and sorted incoming documents.
- Sorted and classified documents into appropriate filing systems for increased traceability.
- Created, implemented and monitored filing systems for easy retrieval of records.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
- Located and retrieved requested documents in accordance with established policies.
- Monitored and updated filing systems to meet organization standards.
- Collaborated closely with team members to address any discrepancies or issues within the filing system, resolving them quickly and efficiently.
- Restored old files and archived completed files for future reference.
- Managed sensitive or confidential files with attention to data security and storage policies.
- Assisted with data entry and administrative support tasks to help meet team goals.
- Maintained physical and computer-based filing systems.
- Managed high volumes of daily paperwork, prioritizing tasks effectively to meet deadlines without compromising accuracy or organization.
- Maintained client confidentiality by upholding strict adherence to data privacy regulations and guidelines.
- Assisted in training new employees on proper filing procedures, ensuring consistency across the department.
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
Customer Service / Copy Center
Staples
09.2001 - 12.2002
- Maintained up-to-date knowledge of company policies, procedures, products, and services in order to provide accurate information to clients.
- Adhered to strict confidentiality protocols when handling sensitive client information or financial details.
- Participated in training workshops to continuously develop professional skills and enhance service offerings.
- Developed rapport with customers, ensuring repeat business through exceptional service delivery.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
Education
Criminal Justice
Ashford University
10-2029
G.E.D -
Norfolk Tech Center
01.2011
Skills
- Internet
- Microsoft Office
- Windows 95/98
- Word Perfect
- Excel
Honors
- Employee Awards and Certificates
- Letters of Appreciation
Accomplishments
- Supervised team of 10 staff members.
- Received the ‘Employee of the quarter' award 6 times for exceptional performance and innovative contributions to the company's strategic initiatives.
- Completed 5K walk
- Awarded Multiple awards over 13 years
Certification
CPR
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The supernatural is the natural not yet explained.
Elbert Hubbard
Timeline
Direct Support Professional
Heavenly Hands, LLC
07.2022 - Current
Collections Specialist II / Senior Training
Cox Communications
06.2014 - Current
Customer Service Representative
Cox Communications
10.2012 - 06.2014
Account Service Specialist
SprintNextel
06.2010 - 10.2012
Customer Service Specialist
Lender Processing Services
05.2009 - 10.2012
Bookkeeper
Home Depot
09.2004 - 02.2006
Teller / Acting Head Teller
Chase Bank
12.2003 - 09.2004
File Clerk / Receptionist
Westchester Medical Group
05.2003 - 12.2003
Customer Service / Copy Center
Staples
09.2001 - 12.2002
Criminal Justice
Ashford University
G.E.D -
Norfolk Tech Center