Kenny Gordon: Multiple Positions - Customer Service Operations in Sandy, UT

Extensive experience in all aspects of Customer Service Call Center Operations.

I currently manage the global telecom and IVR network for American Express Global Prepaid Customer Service Operations. End-to-End voice service, including inbound toll free numbers, IVR, ICM, and call-center routing and setup. Includes maintenance of the network and project management of enhancements and new development.

Managed user-focused testing of systems for new product launches and enhancements to existing products. Tested during development and pre- and post production. Developed test strategy and test plan, performed testing and analysis, logged defects with developers and tracked to resolution, assembled user testing teams and managed testing process for production validation.

Managed day-to-day operations at third-party overseas call center: ensured key metrics were met, customer satisfaction targets met, forecasts and financial plans were accurate. Also managed all business intelligence and other reporting for the operation.

Managed financial and operational forecasting and reporting for a global customer service operation with call centers on three continents.

Team Leader for a team of customer service representatives servicing Travelers Cheques and Prepaid Cards

Customer Service Representatvie for Travelers Cheques