1. Kenneth H. Gordon
(801) 560-0202 http://www.linkedin.com/in/khgordon khgordon.linked@gmail.com
Operations Management – Reporting and Analysis – Project Management
Process Improvement and Implementation – Quality Assurance Testing
SUMMARY
An energetic, collaborative leader, able to communicate effectively across all levels of an organization,
and partner with leadership and external groups to resolve issues and achieve organizational objectives.
Analytical and detail oriented without losing sight of the big picture, able to drive initiatives from
inception to implementation, offer creative solutions to emerging issues, and work effectively in both
team-based and autonomous situations.
1996 – 2015 AMERICANEXPRESS COMPANY – Salt Lake City, Utah
Selected Key Accomplishments
 Operations Management – Significant experience in all aspects of call center operations: Team
coaching and development, reporting and analysis, quality assurance,forecasting and planning,
workforce management, budgets and reconciliation, telecom/IVR administration, vendor
relationship management
 Leadership – Led a diverse team of customer service agents and coached them to exceed
performance and quality targets. Led multiple project teams though successfulproduct launches
and system enhancements. Led teams of testers through successfulproduction launches.
 Operations Reporting – Developed and managed operations reporting for a global customer
service organization, consolidated data from multiple reporting platforms to address various Key
Performance Indicators and financial measures,provided timely reporting and analysis to all
levels of leadership.
 Financial Analysis – Managed operations budget for global customer organization, including
semi-annual financial forecasts,monthly accruals and re-classes,invoice reconciliation and
processing, and ad-hoc reporting and analysis (ROI,CBA, etc.)
 Internal Collaboration – Managed relationship between Customer Service Operations and
multiple internal and external partners: New Product teams,Marketing, Technology, Telecom
carriers,Vendor Technology and front line management. Created a robust network of partners
that enabled successfullaunches of new products/processes and timely resolution of emergent
issues.
 Telecom/Systems Administration – Managed voice servicing for a global servicing organization
with multiple domestic and overseas call centers. Acquired US and international toll-free
numbers, managed IVR design and deployment, ICM design, call center routing design and setup.
Ensured consistent 24X7 service on a complex global network.

2. PROFESSIONAL EXPERIENCE
Project Manager, IVR and Telecom Servicing (American Express World Service) 2012-2015
Manage end-to-end voice servicing for global Travelers Cheque and Prepaid products
 Call routing design and implementation
 IVR design and implementation
 Global telecom and call center reporting and analysis (KPI,volume forecasts,financial)
Business Systems Analyst (American Express Global Prepaid Services) 2011-2012
User-focused testing of prepaid systems and products
 Robust, thorough testing of new products and features on in-house prepaid platform
 Lead teams of testers with new products in-market, direct testing, compile results, report
daily result to project team
Manager, BusinessAnalysis (American Express Travelers Cheques and Prepaid Services) 2008-2011
Manage vendor relationship and various operations and financial functions
 Day-to-day oversight of customer service vendor, ensuring performance targets were met and
issues resolved
 Reporting and analysis: KPI, quality, workforce requirements, volume forecasting
 Financial: Annual budget and quarterly financial forecasts,monthly reconciliation
 Telecom network administration
Project/Business Analyst (American ExpressTravelers Cheques and Prepaid Services) 2000-2008
Reporting and analysis, financial management, process improvement
 Call center performance reporting, from individual agent level to department level
 Comprehensive operations reporting: KPI,quality, financial, telephony
 Monthly budget reconciliation, invoice processing
 Workforce management, staff planning and scheduling
 Miscellaneous process improvement projects
Team Leader, Customer Service (American Express Travelers Cheque Servicing) 1998-2000
Lead a diverse team of service agents
 Coach and motivate service agents to meet and exceed performance targets
 Encourage professional development of agents
 Work with under-performing agents to identify gaps and improve results
Customer Service Representative (American Express Travelers Cheque Servicing) 1996-1998
Provide world class service to American Express customers.
EDUCATION
 Bachelor of Arts,English UNIVERSITY OF UTAH Salt Lake City, Utah
 Certificate, Keyboard Performance GROVE SCHOOL OF MUSIC Los Angeles, CA