Lendel Gordon

Built workflows for client communication, contact tracking, task coordination, and remote business administration using CRM and productivity tools. Coordinated recruitment and onboarding admin processes, strengthening documentation, scheduling, and follow-through across multiple workstreams.

Supported US medical insurance members with benefits, claims, billing, and account queries in a HIPAA-compliant environment. Explained complex information accurately, handled sensitive conversations professionally, verified member data, and maintained detailed records using Salesforce and proprietary systems while consistently meeting quality and compliance standards.

Managed email and chat-based technical support cases for US customers across Oculus VR setup, account access, device syncing, and product troubleshooting while maintaining SLA discipline. Delivered 82%+ customer satisfaction and helped reduce average response time by 20% through structured case handling and clear escalations.

Reduced Average Handle Time by 25% and improved NPS by 35% while supporting Canadian customers with account linking, points redemption, rewards queries, app troubleshooting, and digital platform navigation. Built strong expertise in digital product support, customer education, problem-solving, and customer retention.

Completed the National Senior Certificate in 2019 at Bernadino Heights High School.

Grade: C2 Proficient

Earned an EF SET English Certificate at C2 Proficient level.

Completed the IT Helpdesk Support course via LinkedIn Learning.

Completed the Customer Service Foundations course via LinkedIn Learning.

Completed CompTIA IT Fundamentals (FC0-U61) certification prep content covering computer basics, hardware, and operating systems.

Completed an intensive training programme in advanced support, cold calling, negotiation, objection handling, prioritisation, and de-escalation (Jan–Dec 2024).