ANN-SHIRLEY GORDON
St. Catherine,Jamaica
Summary
Customer service professional with 5 years of experience working in the BPO industry. Excellent communicator, adept at identifying customer queries and providing solutions. Proven record of maintaining a customer satisfaction rating of 95% Ability to lead and mentor a team while building lasting working relationships.
Overview
9
9
years of professional experience
Work History
Dispatcher agent
Concentrix
Kingston
06.2026 - Current
- Coordinated real-time logistics and dispatch schedules for service vehicles, optimizing route efficiency and response times across multiple zones.
- Communicated continuously with service provider and customers to provide accurate arrival windows, troubleshoot route disruptions, and resolve delivery issues.
- Leveraged dispatch software and CRM tools to log accurate dispatch milestones and update client account records instantly.
Quality Assurance Analyst
Complete Contract Consulting
Kingston, Jamaica
06.2023 - 12.2024
- Monitor and evaluate customer interactions to ensure service quality and compliance standards are met.Provide coaching and performance feedback to improve communication and customer handling skills.
- Prepare reports and maintain accurate documentation of team performance.
- Update internal systems and knowledge resources to support operational efficiency.
Healthcare Customer Service Representative
Sutherland Global Solution
Portmore, Jamaica
08.2020 - 11.2021
- Received approximately 50 inbound calls daily for a Fortune 500 insurance company, with duties including providing benefits and eligibility information to clients.
- Achieved an average of 88% in average talk time and a 95% score in quality, X percent higher than the company average.
Senior Claims Associate/Mentor
Corporate Services Associates
St. Catherine, Jamaica
06.2017 - 06.2020
- Trained and mentored 10 Claims Associates on collection compliance and phone negotiation tactics, improving team competency in automated billing software.
- Managed B2B and B2C collections pipelines for overdue automobile insurance and workers compensation accounts, securing outstanding premiums and reducing aging balances.
- Resolved billing disputes on 70+ daily calls, addressing complex inquiries regarding policy deductibles, unpaid invoices, and payment discrepancies to enhance customer satisfaction.
- Negotiated structured repayment plans with delinquent clients to maximize cash recovery while protecting long-term client relations.
Education
Certificate in Supervisory Management -
Distinction College
Spanish Town, JA5 CSEC subjects -
Eltham High School & Hutton’s Educational Unit
Skills
- Knowledge of Salesforce
- Adept at Google Suite
- Customer Service
- Conflict Resolution
- Critical Thinking
- Problem Solving
- Active listening
- Team Building
- Client Relations
Timeline
Dispatcher agent
Concentrix
06.2026 - Current
Quality Assurance Analyst
Complete Contract Consulting
06.2023 - 12.2024
Healthcare Customer Service Representative
Sutherland Global Solution
08.2020 - 11.2021
Senior Claims Associate/Mentor
Corporate Services Associates
06.2017 - 06.2020
Certificate in Supervisory Management -
Distinction College
5 CSEC subjects -
Eltham High School & Hutton’s Educational Unit