Customer Service Quality Assurance
Resume:
Ian Gordon
Find a career that is both challenging, and possesses room for growth
Burleson, TX 76028
***************@***********.***
Reliable; Adaptable: Service Driven; supervisory and customer service experience in financial, automotive, and insurance related industries. Seeking Supervisory/Lead roles with a path for growth and longevity.
• Effective Time Management -- Quality Assurance
• Professional Communication -- Forklift Certified
• WMS, MS Office, Database Proficient -- Type 65 WPM
• Investigations/Skip Trace exp. -- Dispatch Management
• Active Sherrif’s Card, State of Nevada PI Licensing Board Authorized to work in the US for any employer
Work Experience
Field Supervisor
Reliable Recovery Services,Inc. - Venus, TX
January 2021 to Present
Managed the field agents in reference to direction and priority of operations on a daily basis; prepared delivery units for evening shift; skip tracing and location investigations; assist with recoveries as needed. Processed personals, releases and redemptions, as well as vehicle transports. Familiar with Clear Plan, RDN, RC Mobile, etc.
Dispatch Supervisor
Real Towing and Transport - Grand Prairie, TX
October 2017 to January 2021
Manage an average of 20 regular and sub-contracted towers being dispatched both inbound and outbound assignments to recover 95% or more of daily released assignments. Supervise and maintain records and reviews of the dispatcher. Thoroughly work weekly open expense reports, track spending for supplies and truck expenses, maintain weekly commission based payroll. Assist IAA management and their providers as needed. Managed at the Nashville, TN for 2.5 years, then relocated to the Grand Prairie, TX locations; and assisted in Justin, TX and Tampa Bay, FL as needed. Sales Specialist
Green Coast Hydroponics
April 2017 to September 2017
Assisted customers with hydroponic equipment needs and/or inquiries; responsible for picking and preparation of inbound and outbound shipments; operate forklift as needed; operate cash register; process money drops, and end-of-day balancing. Assist in the training of new employees. Received advanced education via company mandated courses in all aspects of Hydroponics, as well as brand specific items and capabilities.
Recovery Agent/Skip Trace
Recovery Network of Nevada - Las Vegas, NV
July 2016 to August 2017
Main functions were to locate and physically recover/repossess vehicles as assigned via assigned case- load, as well as respond to immediate units located via spotters/other investigations. Maintain/update client records with real-time information as required; RDN primary software; utilize investigative websites and/or public information to determine possible locations for collateral to be recovered. Assisted other agents as needed when safety and/or environments required. Customer Service Representative
Credit Acceptance Corp
September 2016 to April 2017
Inbound call center; assist existing customers with all aspects of auto finance and loan maintenance requests, process payments, initiate reviews for upper management and legal departments. Inventory Control/Accounts Manager
GMI Distribution
January 2013 to July 2016
Serviced 20 accounts from the initial correspondence to routing freight and preparation of domestic and international shipping documents. Processed all data entry for receipts, returns, adjustments, and orders shipped.
• Maintained inventory integrity with weekly cycle counts and annual physical inventory
• Commanding use of multiple WMS, UPS and Fedex manifest systems
• Forklift Certified
• Standardized and implemented collections process for accounts receivables Skip Tracer
Portfolio Recovery Associates
April 2012 to July 2012
Location Services
Skip Trace
Managed average of 90 account until resolution by research and explore unusual situations in effort to locate and recover the collateral while exceeding center's statistical goals. Developed a dominating use of social media, public records and information to be utilized for resolving these accounts Associate Sales Representative
Amica Mutual Insurance
November 2009 to September 2011
Inbound call center providing quotes for personal lines insurance to prospective clients generated from direct mail campaigns.
• Participated with the development and training of new agents and opening of new call center
• Received non-resident Property and Casualty licenses in 41 states Underwriter II
California State Automobile Association
August 2007 to August 2009
Supervise the coordination of call center activities in support of book roll conversions,
• Work directly with all levels and new employees with training on new rating software, and underwriting guidelines.
Underwriter
California State Automobile Association - Henderson, NV June 2005 to August 2009
Insurance company
Area Marketing Representative
California State Automobile Association
June 2006 to August 2007
Assigned an area of 23 Sales Agents to focus on existing members needs and strengthening the AAA brand in the local community.
• Coordinated the first AAA Golf Classic to benefit a local charity.
• Organized multiple events to raise awareness of the AAA product line. Insurance Service Specialist II
California State Automobile Association
June 2005 to June 2006
Licensed agent whose focus was to contact, review and ensure members and their assets were properly covered and properly rated
• achieved Property & Casualty Insurance License for NV, AZ, and CA. Senior Customer Service/Collections Representative Ford Motor Credit Company
October 2001 to June 2005
While meeting budget and projected delinquency goals through contacting customers and negotiating possible solutions of affordability to address their needs, charge offs, and any legal actions required by different state laws.
Education
Associates Degree in Business Management in Business Management University of Phoenix
March 2008
Associates Degree in Graphic Design in Graphic Design Art Institute of Las Vegas
June 2000
Skills
• Dispatch (4 years)
• Management (6 years)
• MS Office (10+ years)
• Outlook (10+ years)
• Underwriting (4 years)
• Insurance Sales
• Microsoft Excel
• Interviewing
• Computer literacy
• Supervising experience
• Warehouse Management System
• Graphic Design
• Typing
• Adobe Illustrator
• Adobe Photoshop
• Adobe Creative Suite
• Layout Design
• Microsoft Office
• Leadership
• Supply chain management
• Dispatching
• Computer skills
• Customer service
Certifications and Licenses
Property & Casualty License
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