Shanell Gordon
@shanellgordon
I am an experienced customer service IT professional specializing in disability case management and escalation.
JamaicaWhat I'm looking for
I am an Information Technology - Customer Service Representative (Remote) with Sutherland Global Services since February 2022, providing case management for the Amazon account focused on disabilities and leaves. I handle outbound calls, email correspondence and documentation review, record updates, Excel and Microsoft Word, escalation and minor troubleshooting, and answering benefits queries.
Previously I served as a Security Officer at Port Security Corps Limited (Norman Manley International Airport), performing access control, patrol, search and seize, and record keeping and reporting. I hold a Customer Service/Administrative Assistant Level 2 certification and was recognized with the Top Performer Award in November 2024.
Experience
Work history, roles, and key accomplishments
SSManaged Amazon disabilities and leave cases by handling outbound calls and email correspondence, performing documentation review, record updates, escalations, and minor troubleshooting to ensure timely benefits resolution.
Security Officer
Port Security Corps Limited
May 2017 - Feb 2022 (4 years 9 months)
Performed access control, patrols, searches and seizures, and maintained incident records and reports at Norman Manley International Airport to uphold safety and compliance standards.
Education
Degrees, certifications, and relevant coursework
Greater Portmore High School
High School Leaving Certificate, High School
2001 - 2006
Completed High School Leaving Certificate at Greater Portmore High School from 2001 to 2006.
N(National Council on Technical and Vocational Education and Training (NCTVET)
Certificate (Level 2), Customer Service / Administrative Assistance
2020 -
Customer Service/Administrative Assistant Level 2 certification awarded by NCTVET in 2020.
Bridgeport High School
Evening Classes, High School
2025 -
Attended evening classes at Bridgeport High School in Portmore beginning January 2025.
Availability
Location
JamaicaAuthorized to work in
Job categories
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