Niamh Gordon
Colorado Springs
Summary
Analytically driven banking professional with extensive experience in regulatory compliance, proven success in delivering exceptional support, resolving complex issues and contributing to business growth initiatives. I am seeking an opportunity to leverage my professional experience, customer service experience and problem-solving abilities to contribute to organizational success in resolving member complaints and to help identify underlying causes and trends. Seeking transition into analytics focused role to identify trends and opportunities for business processes and customer processes within the financial services industry.
Developed strong communication and customer service skills in high-volume contact center environment, excelling in handling diverse customer interactions and resolving issues effectively. Transitioning to new field, leveraging expertise in managing customer inquiries and utilizing CRM tools. Focused on applying these transferable skills to drive positive outcomes in new professional setting.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Bank Sales and Service Contact Center Representative II
USAA
Colorado Springs, CO
08.2025 - Current
- I advanced to Credit Card and Deposit Acquisitions and Eligibility in August 2025 based on proven performance and the desire to contribute to organizational growth by onboarding new members, providing relevant solutions within written policies and procedures. In this role I provide relevant solutions within written policies and procedures and exceptional member service by demonstrating professionalism, empathy, and active listening to acquire new members and deepen relationships with current members through new product acquisition.
Bank Sales and Service Contact Center Representative I
USAA
Colorado Springs, CO
06.2024 - 07.2025
- I was hired as a Bank Sales and Service Contact Service MSR in Deposit Servicing in June 2024. For the past two years I have been handling inbound calls in a high volume, fast-paced environment and assisted members in a contact position. I successfully acted as BIF/FLD POC and PULSE POC for my team providing weekly presentation and providing walking support, Y-cording and coaching for new hires. I was selected as MSR of the Month for my district for achieving 100% in key metrics MSAT, Compliance and Operational.
Education
Bachelor of Arts - English and New Media
University of Limerick
Ireland01-2016
Skills
- Complaint resolution
- Workload management
- CRM software
- Script adherence
- Call handling
- Building rapport
Certification
- USAA Deposit Servicing Training Completed August 2024
- USAA Credit Card and Deposit Acquisitions and Eligibility Completed August 2025
- American Banking Association Certification- Types of Fraud Completed April 2026
- American Banking Association Certification- Compliance Present
Professional Summary
Currently seeking the opportunity to contribute to this rotational position – Bank Business Process Consultant II to further develop my skills, collaborate with teams that share a vision for innovation and growth and continue building a long-term career within the company.
Timeline
Bank Sales and Service Contact Center Representative II
USAA
08.2025 - Current
Bank Sales and Service Contact Center Representative I
USAA
06.2024 - 07.2025
Bachelor of Arts - English and New Media
University of Limerick