Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Hi, I’m

Jean Gordon

Las Vegas,NV
Jean Gordon

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Successful Job Title with Number years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Diligent Job Title with experience managing phone, online and consultative communications with customers. Proactively identified Type opportunities and built strong relationships with current and prospective customers. Consistently exceeded customer support and service expectations by resolving issues quickly. Driven Job Title with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions. Logical Job Title bringing Number years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing, and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment. Results-driven Job Title offering proven history of achievement during Number-year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches. 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 and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

11
years of professional experience
1
Certification

Work History

Lyft Driver

Customer Service
05.2019 - Current

Job overview

  • Provide exception customer service and safe travels
  • Maintain 5 star rating
  • Customer service, transportation, medical assistance with wheel chairs, food delivery and auto parts delivery
  • Self employed
  • Track payroll
  • Designate schedule
  • Manage passenger behavior.

Cable ONE

Retention Specialist
01.2019 - 07.2019

Job overview

  • Inbound call center
  • Retain customers who wish to disconnect
  • Upsell new and existing products
  • Rebundle packages for savings
  • Work with manager and leads to improve ways of saving the customer
  • Keeping up with goals established
  • Providing a world class customer experience.
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
  • Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
  • Boosted revenue through upselling and cross-selling opportunities during customer interactions.
  • Evaluated current customer retention strategies and recommended improvements.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
  • Analyzed customer behavior and data to identify trends and develop customer retention strategies.
  • Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
  • Empowered customers by providing comprehensive resources and support for self-service, improving satisfaction.
  • Reduced churn significantly by identifying at-risk customers early and creating targeted retention campaigns.
  • Conducted detailed analysis of customer feedback to identify patterns and areas for improvement, enhancing overall satisfaction.
  • Fostered positive company image by ensuring prompt and empathetic resolution of customer issues.
  • Enhanced team knowledge and skills with regular training sessions on product updates and communication techniques.
  • Developed and monitored employee recognition programs.
  • Collaborated with managers to identify and address employee relations issues.

Ace parking

Parking Lot Attendant
12.2016 - 11.2018

Job overview

  • High Volume parking garage, assist customers with access, payments, reserving parking spaces
  • Trouble shoot for customers and advise management of equipment issues
  • Inventory and order supplies and update client lists
  • Hands on customer service Associate and provide work class customer service/welcoming visitors and clients to the office building and helping to direct as needed
  • Responsible for friendly reception of approaching cars/guests and knowledge of the community and grounds while providing assistance and support.
  • Facilitated vehicle flow by managing traffic control and parking in assigned area.
  • Enhanced customer experience with friendly demeanor and prompt assistance when needed.
  • Directed patrons to designated parking spaces.
  • Coordinated with other attendants to efficiently manage multiple entrances and exits simultaneously during peak hours.
  • Handled cash transactions accurately and responsibly by following company guidelines for secure handling of funds.
  • Assisted disabled patrons with special parking accommodations, ensuring their needs were met within ADA guidelines.
  • Improved customer satisfaction by providing efficient and courteous service to patrons.
  • Reported unlawful parking jobs.
  • Reduced instances of theft or vandalism by vigilantly watching over parked vehicles and promptly reporting any suspicious activities.
  • Provided valuable information to customers, including directions, event details, and pricing information.
  • Maintained a clean and safe environment for customers by regularly patrolling and removing debris from lots.
  • Monitored weather conditions closely to proactively prepare for possible impacts on parking lot operations such as snow removal or flooding prevention measures.
  • Maintained accurate records of parked vehicles using database software, ensuring efficient retrieval upon customer request.
  • Developed strong rapport with repeat customers, contributing to positive word-of-mouth recommendations for our services.
  • Facilitated traffic control measures during events or emergencies to ensure safety for all attendees.
  • Collaborated with security personnel to develop an effective surveillance system that reduced instances of vehicle breakins.
  • Assisted with parking lot security to deter theft and other criminal activities in parking lots.
  • Kept parking lot usage orderly by enforcing parking regulations.
  • Removed safety hazards, soiled items, and trash from customer areas.
  • Delivered above and beyond service to VIP guests at property.
  • Parked and retrieved vehicles for customers to protect lot access and prevent damage to customers' vehicles.
  • Used hand signals or flashlights to direct motorists to parking areas or parking spaces.
  • Patrolled parking areas regularly to identify security, safety or vehicle concerns.
  • Handled cash, made accurate change and maintained balanced cash drawer.

JPMORGAN CHASE

Full Mortgage Specialist
01.2014 - 09.2015

Job overview

  • Customer service relations in a high volume call center
  • Handled calls dealing with escrow, taxes, insurance, foreclosures, mortgage payments and tax forms
  • Redirect and assist borrower's disputes
  • Arranged payment plans and refinance options to better meet customer needs.
  • Evaluated pay stubs, credit history, tax information and bank statements for financial status.
  • Collaborated with real estate agents to establish referral networks, fostering mutually beneficial partnerships.
  • Achieved high customer retention rate through exceptional relationship management and personalized service.
  • Enhanced client trust in the organization through transparent communication and consistent delivery on commitments.
  • Assisted clients in navigating complex mortgage documentation, ensuring a smooth application experience from start to finish.
  • Managed a diverse pipeline of mortgage applications, prioritizing tasks effectively to meet deadlines consistently.
  • Successfully closed loans by conducting thorough risk assessments and ensuring compliance with applicable regulations.
  • Created profitable and efficient solutions.
  • Negotiated favorable terms for borrowers by leveraging strong relationships with lending institutions.

Education

David Douglas High School
Portland, OR

High school or equivalent from General

Skills

  • Customer Care
  • Customer Service
  • CSR
  • Call Center
  • Customer Support
  • Loan processing
  • Escrow
  • Upselling
  • Guest Services
  • Microsoft Access
  • Complaint Handling
  • Social Media
  • Team Collaboration
  • Customer Engagement
  • Relationship Building
  • Online chat and email
  • Call center experience
  • Customer Relationship Management
  • Client Engagement
  • Public Speaking
  • Call Control
  • Appointment Coordination
  • Payment management
  • Customer Retention
  • Team training and development
  • Troubleshooting
  • Customer Needs Assessment
  • Shipping coordination
  • Product Sales
  • Company policy adherence
  • Returns processing
  • Live chat support
  • Satisfaction monitoring
  • Contract Negotiation
  • Issue Escalation
  • Documentation and notes
  • Inventory assistance
  • Stakeholder oversight
  • Teamwork and Collaboration
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Calm and Professional Under Pressure
  • Reliability
  • Excellent Communication
  • Computer Skills
  • Understanding Customer Needs
  • Customer service excellence
  • Organizational Skills
  • Calm Under Pressure
  • Active Listening
  • Effective Communication
  • Adaptability and Flexibility
  • Decision-Making
  • Problem Resolution
  • Customer Relations
  • Microsoft Office
  • Team building
  • Data Entry
  • Task Prioritization
  • Self Motivation
  • Product Knowledge
  • Interpersonal Skills
  • Analytical Thinking
  • Work Prioritization
  • Product and service knowledge
  • Goal Setting
  • Professionalism
  • Issue and Complaint Resolution
  • Account Reconciliation
  • Quality Control
  • Administrative and Office Support
  • MS Office
  • Complaint resolution
  • De-Escalation Techniques
  • Time management abilities
  • Continuous Improvement
  • Adaptability
  • Written Communication
  • Professional telephone demeanor
  • Order Fulfillment
  • Sales and Upselling
  • Professional Demeanor
  • Document and Records Management
  • Order Processing
  • Call Center Operations
  • Sales expertise
  • Data Management
  • Process Improvement

Certification

Driver's License

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Timeline

Customer Service

Lyft Driver
05.2019 - Current

Retention Specialist

Cable ONE
01.2019 - 07.2019

Parking Lot Attendant

Ace parking
12.2016 - 11.2018

Full Mortgage Specialist

JPMORGAN CHASE
01.2014 - 09.2015

David Douglas High School

High school or equivalent from General
Jean Gordon