Rob Gordon's Linkedin Analytics

With over 15 years of experience in the contact center and fintech industry, I am a customer experience leader who is passionate about delivering exceptional service and quality to my customers. I have experience in various roles has enabled me to apply data-driven and process-oriented approaches to improve customer satisfaction, retention, and loyalty. As a Quality Management leader, I oversee and lead a team of QA Specialists who are focused on improving the customer experience and related processes for a fast-growing fintech company. I manage internal and external partner relationships, complete monthly audit planning, train new employees on QA best practices, implement targeted audit strategy, and capitalize on opportunities for improvements. I have also been involved in and led multiple projects that have enhanced the customer experience across multiple contact channels, cardholder disputes, and regulatory complaints. I am always looking for new ways to innovate, optimize, and streamline the customer journey and ensure the highest quality standards.