Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Hi, I’m
Gordon Fleming
San Antonio,TX
Summary
Overview
9
years of professional experience
Work History
Jogan Health
Shelter Supervisor
09.2020 - 09.2023
Job overview
- Supervised programming and administrative facets of temporary Asylum Seeker shelter for women, men and Children.
- Provided leadership, guidance and support to staff members.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Monitored program performance and outcomes for successful delivery of services.
JPMorgan Chase
Call Center: Retail: Fraud Specialist
02.2018 - 01.2020
Job overview
- Assisted customers by answering questions and responding to inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Heard And Smith
Legal Intake Specialist
11.2016 - 12.2018
Job overview
- Build the initial client relationship and confidence in our firm with every prospective client interaction
- Take 150 – 200 calls per day in a professional inbound/outbound call center environment
- Sign up 4 new cases per day to the firm
- Be expected to meet occupancy and adherence goals
- Be expected to maintain a minimum call quality score of 90%
- Consistently build the client relationship and confidence in our firm with every client interaction while proactively contacting clients to ensure the relationship is maintained
- Solve problems and maintain confidentiality
- Keep updated records and detailed documentation of client interactions, concerns, and complaints in a paperless database system
- Use good judgment to discern what issues may be urgent and need a manager’s or director’s attention immediately
Connexion Point
Medicare Specialist
09.2014 - 09.2016
Job overview
- Assisted clients with completion of applications and paperwork.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Assisted prospective members with selecting and enrolling in Medicare health plans
- Assisted members with navigating the healthcare system by, educating members on our benefits and services
- Maintained complete and accurate documentation of all communications with members and prospective members
- Build and strengthen member relationships by providing world class customer service
Education
Essex County CollegeNewark, NJ
Associate of Science from Psychology
University Overview
Skills
- Team Development
- Quality Assurance
- Creative Solutions
- Management of Personnel Resources
- Data Entry Software
- Customer Service
- Client Retention
- Training Coordination
- Team Meetings
Availability
See my work availability
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Available
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Quote
I have not failed. I’ve just found 10,000 ways that won’t work.
Timeline
Shelter Supervisor
Jogan Health
09.2020 - 09.2023
Call Center: Retail: Fraud Specialist
JPMorgan Chase
02.2018 - 01.2020
Legal Intake Specialist
Heard And Smith
11.2016 - 12.2018
Medicare Specialist
Connexion Point
09.2014 - 09.2016
Essex County College
Associate of Science from Psychology
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