TGTaneisha Gordon
@taneishagordon
Customer service representative with over 5 years of experience.
JamaicaWhat I'm looking for
I am a dedicated Customer Service Representative with over five years of experience in telephone customer service, specializing in sales, tech support, and customer care. My journey in this field has equipped me with a deep understanding of customer needs and the ability to resolve conflicts effectively. I pride myself on maintaining a positive attitude and a strong work ethic, which has contributed to my success in achieving a 95% customer satisfaction rating, significantly higher than the company average.
In my recent role at Sutherland Global Services, I handled over 90 calls daily, where I not only signed up new customers but also researched complicated cases to provide comprehensive service. My initiative to suggest new tactics to retain customers led to a 5% decrease in cancellations, showcasing my commitment to enhancing customer loyalty. As a Team Leader, I honed my leadership skills by managing a team of call center operators, ensuring they met performance goals while providing coaching and support.
My previous experience as an Administrative Officer at the Jamaica Institution of Engineers further solidified my organizational skills, where I maintained accurate financial records and supervised a team. I am now eager to leverage my proven skills and experience to effectively fill a managerial role in your company, contributing to a positive customer experience and team success.
Experience
Work history, roles, and key accomplishments
Team Leader
Sutherland Global Services
Nov 2023 - Present (1 year 7 months)
Led and managed a team of call center operators, monitoring and evaluating their performance. Provided coaching opportunities and took corrective action when necessary. Determined and communicated the call center's goals and deadlines to team members, managing the flow of inbound and outbound calls.
Customer Care Representative
Sutherland Global Services
Apr 2022 - Present (3 years 2 months)
Handled over 90 calls daily, signing up new customers, retrieving data, and presenting product information. Achieved an average 95% customer satisfaction rating, 15% higher than the company average. Researched complicated cases proactively to provide comprehensive service and suggested tactics that decreased cancellations by 5%.
Administrative Officer
Jamaica Institution of Engineers
May 2021 - Present (4 years 1 month)
Maintained accurate financial records, including accounts payable, receivable, budget tracking, and expense reports. Processed invoices, purchase orders, and payments, ensuring timely and accurate transactions. Supervised a team of administrative and support staff, providing training, performance evaluations, and task delegation.
Front Desk Receptionist
Heart Trust NSTA
Jun 2020 - Present (5 years)
Managed programs, course offerings, and registration procedures, handling phone calls, emails, and in-person interactions. Responded to inquiries and directed clients to appropriate resources. Processed and documented financial transactions, including course fees, payments, and invoices, while managing front desk operations.
Education
Degrees, certifications, and relevant coursework
Excelsior High School
High School Diploma, General Studies
Activities and societies: Prefect
Completed secondary education with a focus on business principles and electronic document preparation. Served as a Prefect, demonstrating leadership and responsibility within the school community.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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