Nathena Gordon
Summerville
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to members. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
25
25
years of professional experience
Work History
Senior Advisor
REV Federal Credit Union
09.2022 - Current
- Creating a strong relationship with members and providing financial guidance on favorable investments, loans and credit lines
- Manage and respond to a high volume of incoming/outgoing calls and emails from members through Glia, info@rev and Alkami dashboard
- Maintain up to date knowledge on competitor offerings and best practices in account management/customer service
- Train new team members on account management processes utilizing Keystone, Alkami, Paylogics, Wire exchange, etc
- Collaborated with cross functional teams on special projects such as product launches or process improvements such as Glide/Plaid, Keystone
Account Manager
JDBYRIDER
10.2015 - Current
- Approve car loans up to $10,000 for candidates that meet financial and credit requirements
- Manage a portfolio of 220 customers valuing over 1.3 million dollars driving revenue growth
- Processed insurance/repair claims for customer vehicles to meet and enhance customer service
Assistant Manager
IQOR Charleston
11.2013 - 10.2015
- Oversee collection efforts of 15-20 agents under Capital One Program
- Train and develop customer service and negotiation skills of agents
- Provide coaching and motivation to assist in meeting required company goals
- Assist management team with developing strategic plans to enforce productivity, quality and customer service standards.
- Assist in scheduling plans and shift bids for 230 agents
Assistant Manager
Wal-Mart Store
04.2010 - 09.2013
- Responsible for making area-specific merchandising, operations and people development decisions, including budgeting/forecasting and assessing economic trends and demographic information
- Responsible for teaching my subordinates Leadership, Merchandising, Customer Service, Inventory, Profit/Loss and Civic Responsibility
- Organizing seasonal sales plan such as Black Friday, Christmas, Easter, Valentines etc
Front End ZMS
Wal-Mart Store# 1748
04.2010 - 06.2012
- Responsible for motivating and training Cashiers and Customer Service Managers on how to Manage customer issues, resolve them and make the overall shopping experience pleasant for Customers
- Keeping front end abreast of all Compliance and financial changes pertaining to Money Orders, Check Cashing, Credit and Debit transactions
- Tracking attendance of Associates
- Merchandising
Customer Service Representative
T-Mobile/Suncom
11.2006 - 12.2009
- Provide world class wireless service
- Served as a direct contact for customers with questions regarding wireless plans and phone Equipment
- Assisted in payments and arrangements to keep accounts current as well as troubleshooting equipment issues
Assistant Store Manager
Jones New York
04.2006 - 11.2007
- Responsibilities included but were not limited to receiving in clothing stock twice a week and taking account for all pieces of garments
- Completed floor plans based off of inventory needs for the company
- Handled scheduling and banking deposits and store revenue count
Assistant Manager
Regal Entertainment Group Cinema10
12.2000 - 01.2006
- Completed schedules for 20-30 employees
- Signed in all concession inventory products while monitoring the use and recording weekly counts
- Organized monthly movie promotions and ensured that customers always had the best movie experience
- Completed movie schedules and built and broke down films
Education
Certificate of Completion - Real Estate Sales
Trident Technical College
North Charleston, SC06.2018
Certified Administrative Specialist - Computer Administration
Beta Tech/Centura College
North Charleston, SC01.2001
Diploma - General studies
North Charleston High School
North Charleston, SC01.1997
Skills
- Microsoft Outlook, Microsoft Word, Excel, Powerpoint,
- Product knowledge
- Customer service
- Critical thinking
- Organizational development
- Policy analysis
- Training and mentoring
- Problem-solving
Timeline
Senior Advisor
REV Federal Credit Union
09.2022 - Current
Account Manager
JDBYRIDER
10.2015 - Current
Assistant Manager
IQOR Charleston
11.2013 - 10.2015
Assistant Manager
Wal-Mart Store
04.2010 - 09.2013
Front End ZMS
Wal-Mart Store# 1748
04.2010 - 06.2012
Customer Service Representative
T-Mobile/Suncom
11.2006 - 12.2009
Assistant Store Manager
Jones New York
04.2006 - 11.2007
Assistant Manager
Regal Entertainment Group Cinema10
12.2000 - 01.2006
Certified Administrative Specialist - Computer Administration
Beta Tech/Centura College
Diploma - General studies
North Charleston High School
Certificate of Completion - Real Estate Sales
Trident Technical College
Awards
- Assistant Manager of the Region August 2005 Regal Entertainment Group selected me with an award for "Best Performance in a Supporting Role" for the southern region
- Zone Manager July 2010 Employee of the month for leadership among peer group
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