Sales Customer Service

VINCIA GORDON

*** ******** ****** *****: 410-***-****

Owings Mills, MD 21117 Email: *********@*******.***

“Top Performer and Passion for Excellence7”

Leadership & Management Customer Service & Sales

Team Building and Training Customer Contact Center Support

Event Planning and Coordination Response and Escalation Resolution

Public Speaking and High-Impact Presentation Relationship Building and Retention

Key Account Management Inside Sales

Company

Accomplishments

Henry Schein Animal Health

Consistent center sales revenue growth. Boehringer Ingelheim University Dean’s List. Sustained production to achieve Inside Sales Center with the Highest Profitability for 2012 and 2013

Chevy Chase/Capital One Bank

Designed and developed Recognition Program for 2nd Tier Associates to highlight achievement in Service Excellence. Lead team that attained #1 ranking for First Contact Resolution and Support - 2008, 2009 and 2010

Amerix /Care One, Inc.

Pinnacle of Service Award - 2003

Thomson Prometric

Designed and managed the company’s first escalation department - 1996. Supported establishment of company’s global helpdesk – 1999. Received various recognitions for service, innovation and creativity- 1994-2001

Partnership and Strategic Alliance Formation Business to Business Liaison

PROFESSIONAL EXPERIENCE

Henry Schein Animal Health Owings Mills, MD

Inside Sales Manager June 2010 – April 2015

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.

Chevy Chase a division of Capital One Bank Laurel, MD

AVP Consumer Segment January 2005 – June 2010

Provided consistent high-level efficiency in Call Center Operations. Coached and motivated teams of associates to perform with strong focus on 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. Developed employee transition process for between 1st and 2nd level Tier Support.

Amerix Corporation Columbia, MD

Account Services Coach January 2002 – October 2004

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.

Thomson Prometric Woodlawn, MD

Global Helpdesk Supervisor February 1993 – November 2001

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 service demands and exceed customer expectations with a high level of quality call handling. Managed Client Inquiry with support lines to Educational Testing Service. Built and managed the company’s first escalation division.

EDUCATION

MORGAN STATE UNIVERSITY Baltimore, MD

Communications, Bachelor of Science – May 1991 GPA: 3.4

Award: Communications Departmental Award - Highest Overall Average

PROFESSIONAL COURSE WORK / TRAINING

Situational Leadership I & II – Developing Competence, Gaining Commitment and Retaining Talent

Creating the Premiere Employee Experience through Coaching

The Practical Neuroscience of Leadership – Building Personal and Professional Relationships

Zodiak – The Fame of Business Finance and Strategy

ADDITIONAL SKILLS

Experience: Office Administration, Microsoft Office – Word, Excel and Power Point and ADP – Payroll Administration

Experience: AS400, Taske Call Center Management Tools 8.0 and Interactive Client Business Manager for Customer Center

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