Customer Service Representative
Resume:
Jessica L. Gordon
www.linkedin.com/in/jessicagordon13 817-***-**** *********@*****.***
Summary
Accomplished senior level customer service professional with demonstrated experience and increasing
levels of responsibility in financial service and retail environments. Recognized for ability to interface
with multiple levels of employee groups as well as external vendors and customers.
Professional Experience
Cash America International Fort Worth, Texas 2006 2015
Product Knowledge Analyst (2009 2015)
Provided accurate and up to date current market pricing on loan merchandise for resale.
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Researched current product information to determine accurate pricing for appropriate loan
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values, ensuring timely resale and inventory control and management.
Created team documents which expedited product searches, and real time data for store
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managers.
Selected for cross training to use product knowledge expertise enhancing customer service
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credibility improving repeat business.
Attained HDI (Help Desk Institute) Certification by passing skills in active listening, problem
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solving, and various communication strategies reinforcing core concepts of effective and proficient
customer service.
Presented the management team with shift bid schedule options in order to instill employee
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accountability and improve adherence percentage for better phone coverage.
Assisted with the creation and maintenance of the Morale and Motivation Team. Planned
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themed monthly events at the office to boost morale and give different departments the time to
interact in a positive environment.
Educated internal and external callers on specifics of loan information to increase disclosure
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and awareness of products resulting in alignment with company mission statement.
Resolved customer concerns through active listening, clarifying issues and recommending
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solutions.
Created training documents to assist myself and future trainers in more effective new hire
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training to mainstream searching and pricing protocol.
Pawn Shop Pawn Broker (2008 2009)
Administered secure loans using personal property as collateral.
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Attended extensive jewelry training classes and seminars reaching desirable knowledge to
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better educate and assist customers in the loaning and buying process of gold and diamond jewelry
and high end watches.
Negotiated sale prices based on new retail to grant customers a cheaper retail option while
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driving shops’ profit margin quarterly.
Payday Advance Customer Service Representative (2006 2008)
• Afforded patrons short term financial solutions.
Wrote and certified short term loans to be in accordance with state laws and legislation.
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Assisted in testing of new database resulting in use for more than half of the company
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nationwide.
Executed weekly neighborhood marketing to generate new customer interest and repeat
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business.
Education
Bachelor of Science, Liberal Studies Psychology and Business
Tarleton State University Fort Worth, Texas
Accomplishments: Delta Epsilon Iota Honors Society
Associate of Arts, Child Development
Tarrant County College Fort Worth, Texas
Accomplishments: Phi Theta Kappa (National Honors Society of Two Year Colleges), Dean’s List, nominee for
National Dean’s List and “Who’s Who?”
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