Marquise Gordon
Albuquerque,NM
Summary
A dynamic and versatile leader with a comprehensive background spanning customer relationship management, operational oversight, and team development. Possesses a foundation in high-stakes call center customer service, consistently achieving top metrics in satisfaction and resolution. This is complemented by experience as an Admissions Director, where I have honed management skills in strategic planning, budget oversight, and mentoring high-performing teams to meet institutional goals. A natural leader and trainer in the call center environment, I specialize in designing and delivering effective onboarding programs that quickly equip new hires with the skills, knowledge, and confidence needed to provide outstanding service.
Overview
9
9
years of professional experience
Work History
ADMISSIONS DIRECTOR
GENESIS HEALTHCARE
ALBUQUERQUE, NM
09.2025 - Current
- Conducted regular evaluation of admission policies and procedures, making necessary adjustments to maintain alignment with facility objectives.
- Served as primary contact for coordination of admission screening and tracking, visit and interview arrangement and marketing communications.
- Served as a liaison between prospective patients, families, faculty, and administration throughout the admissions process, facilitating seamless communication among all parties involved.
- Managed a diverse team of admissions professionals, fostering a collaborative work environment focused on achieving departmental goals.
- Utilized advanced CRM software solutions to manage prospect inquiries efficiently, leading to increased conversion rates from admissions stage.
- Evaluated patient qualifications and assessed their potential fit within the facility, ensuring a comfortable stay for patients.
FINANCIAL SERVICES REPRESENTATIVE
FIDELITY INVESTMENTS
ALBUQUERQUE, NM
06.2023 - 02.2025
- Enabled clients to achieve financial success through confident decision-making and clear guidance.
- Assisted customers with a variety of tasks such as account balance inquiries, withdrawal assistance, fund transfers, and resource location.
- Assisted clients in comprehending challenging financial concepts
- Worked together with various teams to provide comprehensive client resolutions.
- Facilitated onboarding team training for new Associates in 401k department, offering direction throughout new hire process.
- The implementation of a hybrid work schedule.
SALES REPRESENTATIVE
CELLULAR SALES
ALBUQUERQUE, NM
04.2021 - 09.2022
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Provided technical support for customers using the company's products or services.
- Identified opportunities for cross-selling additional products and services.
- Managed inventory levels by ordering sufficient stock for each account.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Conducted customer needs analysis to identify potential customers and maximize sales opportunities.
- Expanded customer base through proactive outreach and tailored recommendations for business cellular solutions.
FIELD SERVICE TECHNICIAN
MASTEC TECHNOLOGIES
FARMINGTON, NM
08.2020 - 12.2020
- Provided onsite assistance for DirecTV cable systems
- Performed maintenance and troubleshooting on customer cable equipment
- Demonstrated product features to enhance customer satisfaction
SALES ASSOCIATE/CASHIER
DICK'S SPORTING GOODS
FARMINGTON, NM
10.2018 - 12.2019
- Provided comprehensive training to newly hired cashiers while simultaneously fulfilling duties as a footwear sales associate
- Maintained organized shelves by regularly replenishing stock to meet customer demand.
- Aided individuals in finding and ordering various types of merchandise, including footwear
- Managed the setup of fresh displays for various merchandise types.
BOH TEAM MEMBER
CHICK-FIL-A
FARMINGTON, NM
08.2016 - 07.2017
- My duties included prepping, breading, cooking, and making/boxing the chicken products
- I also occasionally took orders and served food to guests.
Education
Bachelor of Science - Human Systems Engineering
Arizona State University
Tempe, AZFull Stack Web Development -
University Of Arizona Boot Camp
03.2023
Highschool Diploma In US -
Aztec High School
Aztec, NM05.2018
Skills
- Financial Services
- Computer Proficiency
- Customer Relationship Management
- Customer Retention Strategies
- Customer Account Management
- Consultative Sales Techniques
- Rapport Building
- New Business Development
- Sql
- REST APIs
- HTML
- CSS
- JAVASCRIPT
- NODEJS
- Coaching and mentoring
- Phone etiquette
- Goal oriented
- Remote office availability
- Team leadership
- Staff training and development
Timeline
ADMISSIONS DIRECTOR
GENESIS HEALTHCARE
09.2025 - Current
FINANCIAL SERVICES REPRESENTATIVE
FIDELITY INVESTMENTS
06.2023 - 02.2025
SALES REPRESENTATIVE
CELLULAR SALES
04.2021 - 09.2022
FIELD SERVICE TECHNICIAN
MASTEC TECHNOLOGIES
08.2020 - 12.2020
SALES ASSOCIATE/CASHIER
DICK'S SPORTING GOODS
10.2018 - 12.2019
BOH TEAM MEMBER
CHICK-FIL-A
08.2016 - 07.2017
Full Stack Web Development -
University Of Arizona Boot Camp
Highschool Diploma In US -
Aztec High School
Bachelor of Science - Human Systems Engineering
Arizona State University