Derrick Gordon Email & Phone Number

Columbus, Ohio, United States

Columbus, Ohio, United States

● Direct operations of inbound customer care center serving over 300,000 members in Medicaid, Medicare, and Marketplace products in Ohio.● Ensure performance metrics are met in accordance with company and regulatory requirements.● Collaborate with senior management to develop and support organizational strategies.● Assist in the development of strategies and oversee the implementation of projects, processes, and technologies

New Albany, Oh

Responsible for the implementation and maintenance of a robust Know Your Customer Program. Leverage internally identified suspicious activity patterns, industry risks, and incorporate into the overall KYC/EDD program.

DISCOVER FINANCIAL SERVICES, Albany, OH and New Castle, DE 2006 – PresentSenior Manager, National Recovery Center (2012 – Present), New Albany, OHDirect activities of four managers with 100+ direct reports and coordinate with 10 vendors providing outsourced services for $150-million annual recovery plan. Typically achieve results 110% to goal.ðSupervise processing of new bankruptcy notices, estate searches and bankruptcy explorations performed by vendors, case investigations when fraud is suspected, and internal collections.ðDeveloped employee engagement program that includes recognition of top performers, forums for discussion of issues and solutions, extended training, and involvement of management team with all new hires. ðOriginated and gained corporate approval for a talent development program dedicated to identifying and developing talent that benefits entire company. Courses stress core competencies and include organizational savvy, communication styles, goal setting, etc., in addition to assisting in meeting diversity targets.Senior Department Manager, Cardmember Assistance (2009 – 2012), New Albany, OHCreated and oversaw call center programs to collect from pre-delinquent accounts by offering financial alternatives to customers struggling to pay bills. Led enterprise-wide efforts to prevent delinquent accounts by responding to inbound calls and making proactive outbound calls. Managed, trained, and motivated employees handling 30,000 inbound calls per month.ðEnsured that deadlines, call volumes, call response times, and charge-off rates were achieved, with over 90% of calls answered within 60 seconds.ðTrained employees to listen carefully and respond with appropriate recommendations (payment assistance, education about credit and money management, customized payment programs, etc.).

New Castle, De

Senior Department Manager, Deposit Products (2007 – 2009), New Castle, DEManaged call center that specialized in consumer savings products. Emphasis on customer acquisition and servicing money-market accounts, certificates of deposit, and IRAs. Supervised staff of five managers and 80 representatives.ðDrove deposit growth from $2.1 billion to $6.5 billion within 18 months.ðSpearheaded company-wide initiative that expanded hours, increased staffing, and developed new and effective talking points.ðOversaw multiple back-office processing functions with aggressive production and processing goals.Senior Department Manager, Customer Service Engagement (2006 – 2007), New Castle, DEAchieved world-class customer service by leading an inbound operation of 100+ representatives and 8 team leaders. Responsible for addressing customer inquiries, resolving customer concerns and complaints, increasing customer engagement and card usage and seizing opportunities to upsell products.ðEnsured optimal staffing for peak and off-peak hours based on historical data and workforce management forecasts.

Mba

B.S., Finance