Kerry-Ann Gordon
Portmore
Summary
Adept Team Manager and Customer Service Representative with a proven track record at Care Solace and Alorica. Excelled in staff development and customer service, enhancing team performance and customer satisfaction. Skilled in technical support and fostering positive employee relations, significantly boosting company morale and retention without specifying numerical data.
Overview
10
10
years of professional experience
Work History
Team Manager
Care Solace
09.2022 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Representative
Advantage Communications
10.2017 - 11.2021
- Responded to customer requests for products, services, and company information..
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Alorica
11.2014 - 10.2017
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Tivoli Comprehensive High School
Kingston, Jamaica07-2000
Skills
- Succession planning
- Staff development
- Product knowledge
- Live chat support
- Call escalation
- Call center procedures
- Customer service
- Team development
- Technical support
- Task prioritization
- Email management
- Punctuality and reliability
Timeline
Team Manager
Care Solace
09.2022 - Current
Customer Service Representative
Advantage Communications
10.2017 - 11.2021
Customer Service Representative
Alorica
11.2014 - 10.2017
High School Diploma -
Tivoli Comprehensive High School
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