Jonathan Gordon

A results-driven Customer Care Professional (CCP) with over 6+ years of experience at American Express, specializing in dispute resolution, fraud management, and customer satisfaction. Demonstrated expertise in maintaining low Customer First Resolution (CFR) rates, fostering long-term relationships with card members by delivering timely, effective resolutions. A proactive team player known for mentoring, process improvement, and sharing best practices to enhance overall team performance. Additionally, I bring a solid background in sales and technical support, which complements my customer-centric approach, allowing me to understand client needs, troubleshoot complex issues, and provide value-driven solutions.

• GSLN RnR – Best in Kaizen: Recognized for outstanding contributions to improving team processes and workflows, leading to increased efficiency and faster resolution times.
• Certificate of Excellence – Zero Detractor Week Winner: Awarded for achieving 100% customer satisfaction during Zero Detractor Week, positively impacting team morale and company-wide recognition.

• Achieved 1st position in singing at the Columban Fest, showcasing strong musical talents and leadership in group performances.
• Participated in the Brother Vincent Football Tournament held in Asansol, demonstrating teamwork and athletic skills.
• Competed in the Brother Foley Football Tournament held in Mount Abu, further developing team coordination and competitive spirit.