Dechone Gordon
Los Angeles
Summary
Multi-talented professional versed in loan processing, customer service/relations, shipment, and accounting/bank standards. Excellent communicator and decision-maker with a strong eye for detail and a proactive nature. Strong leadership skills and goal-driven productivity.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Inbound Sales Representative
Empereon Call Center
10.2023 - Current
- Call Center Representatives play a pivotal role in assisting existing customers, as well as new customers with incoming sales opportunities
- Equipped with comprehensive product knowledge and a passion for customer satisfaction, they provide tailored solutions to meet customer needs in a dynamic and fast-paced environment
- Maintain relationships with existing customers through effective communication and issue resolution
- Develop a general knowledge of the company, its products, and services to make informed suggestions and recommendations
- Review customer needs and promote or sell additional or alternative products or services that align with their requirements
- Obtain and accurately enter customer information into various CRM systems
- Adhere to quality assurance (QA) requirements and utilize a structured call flow to ensure consistency and efficiency
- Comply with federal, state, and company regulations regarding the handling of consumer confidential information
Loan Processor
Upgrade
08.2022 - 10.2023
- Verifies borrowers' income, credit reports, and assets to prepare documents for underwriting
- Coordinates fast-paced schedule by consistently providing satisfactory application approval turnaround times
- Creates and completes loan submission packages
- Structures loan packages by properly analyzing credit reports, income and asset documents
- Interfaces with borrowers to obtain needed items and prepare applications for underwriting review
- Manages conditions sent from underwriting departments
- Maintains complete confidentiality of submitted information according to release guidelines
- Evaluates financial statements and contacted institutions and customers to clarify details
- Updates client account information and records in company databases
- Approves or denies loan applications and explains reasoning behind decisions
Compliance Manager
Merchant Services
07.2021 - 08.2022
- Utilized advanced techniques to answer basic and complex client inquiries and solve problems for business to business transaction processing, financial services, and technical troubleshooting of client hardware and software
- Resolved moderately complex client issues that require a prolonged and in-depth analysis of situations and data
- Organized initiatives, drafted documentation and enforce compliance with best practices
- Built and strengthened relationships with regulatory representatives, vendors and company customers
- Tracked client cases in CRM tool and communicate anticipated delays to clients and/or management
- Supported strategic development and objective setting by analyzing audit outcomes and generating actionable recommendations
- Complied with company and industry regulations regarding privacy and confidential information
- Implemented improved strategies for regulatory compliance, control testing and process operations
Customer Relations Manager
Penske Automotive Group
01.2020 - 08.2021
- Addressed inquiries from clients and department team members
- Consulted with customers to resolve service and billing issues
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Developed, implemented and monitored programs to maximize customer satisfaction
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Determined charges for services requested, collected deposits or payments and arranged for billing
- Administered systems and programs to reduce loss and maintain inventory control
- Optimized inbound and outbound resources to qualify leads and generate sales
- Delivered solution-based strategies to customers to solve pending issues on accounts
- Coached and motivated new employees, driving performance development within team
- Resolved customer inquiries and complaints requiring management-level escalation
- Delegated work to staff, setting priorities and goals
- Produced thorough, accurate and timely reports of project activities
- Analyzed business performance data and forecasted business results for upper management
- Reviewed completed work to verify consistency, quality and conformance
Customer Service Representative
Discover
01.2017 - 01.2020
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Adjusted bills and refunded money to resolve customers' service or billing complaints
- Updated databases with new and modified customer data
- Presented existing and prospective customers with valuable service or product information to aid in decision-making
- Referred unresolved customer grievances to designated departments for further investigation
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas
- Supported sales team members to drive growth and development
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support
- Excelled in exceeding daily credit card application goals
Education
High school diploma -
Moon Valley High School
Phoenix, AZ05.2018
Skills
- Order picking
- Warehouse supervisor experience
- Accounting
- Financial Data Analysis
- Communication skills
- Order fulfillment
- Operational Leadership
- Typing
- Sales
- Computer skills
- Phone etiquette
- Materials handling
- Financial Services
- Westlaw
- Packaging
- Wireless sales
- Forklift
- Heavy lifting
- Shipping & receiving
- Loan Servicing
- Warehouse experience
- Pallet jack
- Regulatory Compliance
- Data Entry
- Loan processing
- File Management
- Underwriting
- RF scanner
- CRM Management
- Organizational skills
- Microsoft Office
- Supervising experience
- Product demos
- Warehouse management
- Warehouse management system
- Technical Support
- Customer service
- Load & unload
- Property leasing
- Interpersonal Communication
- Data entry
- Technology sales
Certification
- Flagger Certification
- Driver's License
- Pallet Jack Certification
Personal Information
Authorized To Work: US
Timeline
Inbound Sales Representative
Empereon Call Center
10.2023 - Current
Loan Processor
Upgrade
08.2022 - 10.2023
Compliance Manager
Merchant Services
07.2021 - 08.2022
Customer Relations Manager
Penske Automotive Group
01.2020 - 08.2021
Customer Service Representative
Discover
01.2017 - 01.2020
High school diploma -
Moon Valley High School
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