Vincia Gordon
Owings Mills,MD
Summary
Highly effective manager with solid background customer service and call center operations. Organized employee engagement expert with exceptional interpersonal skills and service excellence to both internal and external customers. Leader with first-rate abilities that supports a passion for pursuing favorable outcomes. Deep motivation to take on new challenges, adept at working effectively unsupervised and quickly leveraging landscapes to reach maximum efficiency. Offering 31 years of experience to serve as an asset for the organization.
Overview
31
31
years of professional experience
Work History
Customer Service Center Manager
National Spine and Pain Centers
2018.08 - Current
- Production management of 53 agents and 5 Supervisors for remote call staff in US and Nicaragua.
- Organized and balanced multiple priorities within fast-paced environment to meet daily objectives
- Developed training model to promote service excellence for pain management patient support.
- Evaluated employee performance and conveyed constructive feedback and coaching to improve skills.
- Created motivational activities and performance measures to keep staff engaged, aligned and focused on meeting scheduling goals
- Identified opportunities and uncovered solutions for continuous improvement and successful resolution of issues
- Reduced waste and engaged in revenue-saving strategies to keep department aligned with budget and expense targets.
- Cultivated positive rapport across all of the organization to boost company morale and promote employee retention.
- Engaged in multiple special projects including the creation of Clinical Support and Digital Marketing Teams to improve patient experience and capture revenue.
Client Services Manager
Guidewell Financial Solutions
2017.02 - 2018.08
- Operational management tasks in accordance with established procedures for client center support
- Ensured that associated delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Resolved complaints, provided appropriate solutions and alternatives within appropriate timeframes to achieve customer satisfaction
- Achieved increase in morale and retention through effective communication
- Engaging supervisory practices and creating dynamic work environment.
- Set team priorities, work shift schedules to meet business needs
- Spokesperson for radio, television, and print media events.
Operations Manager
Inovalon, Inc
2015.09 - 2016.08
- Served as product line expert regarding the Inovalon medical record review (non- clinical) processes
- Oversaw and directed the execution of the service delivery process across all Company product lines; tracked project from activation to completion
- Developed and implemented operational policies, procedures, and strategies which enhance efficiency and customer satisfaction i.e
- Updated current SOP’s, policies, procedures to align with business requirements
- Provided active assistance in resolution of customer questions and service issues escalated by Client Services Managers or other personnel; build rapport with client service teams and attended client conference calls to provide operational support
- Acted as the operational liaison between the staff and other functional areas such as human resources, finance, specialty teams and information systems
- Accomplishment:
- Develop and launch monthly motivational activities for call center staff to increase productivity.
Inside Sales Center Manager
Henry Schein Animal Health
2010.06 - 2015.04
- Operated the inside sales calls center production guidelines
- Implemented facility budget
- Trained and coached inside sales representatives to meet and exceed established goals regarding call volume, core sales, margin percentages and other revenue/statistical metrics
- Resolved escalated issues from the floor
- Served as an effective and influential liaison for business to business relationships tied to the call center with distributor vendors, veterinary clinics and institutional facilities
- Accomplishment:
- Received Center of the Year Award for highest profitability 2013 and 2014 generating $75M+ in sales.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Scheduled and led department staff meetings, workshops and functions to encourage and inspire staff.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Surpassed sales goals 15% annually with implementation of diverse sales tools and strategies.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
Contact Center Team Manager
Chevy Chase /Capital One Bank
2005.01 - 2010.06
- Provided consistent high-level efficiency in Call Center Operations
- Coached and motivated teams of associates to perform with strong focus problem solving, decision- making and product knowledge
- Actively participated in the development and re-design of processes to train associates for increased efficiencies
- Conducted interviews, phone simulations and new hire training for internal and external candidates
- Accomplishment:
- Developed employee transition process between 1st and 2nd level Tier Support
- Established monthly recognition program for call center representatives.
Account Services Coach
Amerix Corporation
2002.01 - 2004.10
- Served as lead technical advisor and facilitator of work processes within the team environment.
- Provided recommendations for work efficiencies, process improvements and cost saving initiatives to achieve company goals.
- Observed, tracked, documented, and provided continuous performance feedback for the service team.
- Created action plans and essential tools to ensure the development of employees.
- Maintained positive account relationships through regular contact and knowledgeable service for every need.
- Resolved account issues with strengths in research, problem-solving and solution development.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Helpdesk Supervisor
Thomson Prometric
1993.02 - 2001.11
- Collaborated for the development of new support division for computer-based testing administrators
- Provided departmental support to analysts handling hotline support for domestic computer-based testing centers
- Maintained a productive and efficient call center team environment
- Managed teams to meet demands and exceed customer service expectations with a high level of quality call handling
- Built and managed the company's first escalation division
- Trained new employees on support processes, procedures and knowledge base.
- Fielded complaints and feedback from customers about service and employees.
- Isolated problem trends and completed troubleshooting efforts for recurring problems until discovery of permanent solutions.
Education
Bachelor of Science - Telecommunications
MORGAN STATE UNIVERSITY
Baltimore, MD05.1991
Skills
- Excellent Verbal and Written Communication
- Cross-Functional and Interdepartmental Collaboration
- Strong Analytical and Problem Solving Skills
- Customer Relationship Management (CRM)
- Call Center Operations
- Team Building and Agent Development
- Performance Management
- Payroll Administration
- Project Management and Process Improvement
- Salesforce CRM and Revenue Generation
Timeline
Customer Service Center Manager
National Spine and Pain Centers
2018.08 - Current
Client Services Manager
Guidewell Financial Solutions
2017.02 - 2018.08
Operations Manager
Inovalon, Inc
2015.09 - 2016.08
Inside Sales Center Manager
Henry Schein Animal Health
2010.06 - 2015.04
Contact Center Team Manager
Chevy Chase /Capital One Bank
2005.01 - 2010.06
Account Services Coach
Amerix Corporation
2002.01 - 2004.10
Helpdesk Supervisor
Thomson Prometric
1993.02 - 2001.11
Bachelor of Science - Telecommunications
MORGAN STATE UNIVERSITY
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