Ortavia McGowan
St. Catherine
Summary
Dedicated Customer Service Expert with over 6 years of experience in BPO and private sector roles. Proficient in compliance, safety culture, labor management, and operations. Committed to delivering exceptional service and driving organizational success through effective communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Intern
Kingston Freeport Terminal Ltd
05.2025 - 08.2025
- Ensured compliance with KFTL disciplinary processes for operational integrity.
- Streamlined labour management through accurate time and attendance tracking.
- Enhanced safety culture by completing eLearning on protocols and risk awareness.
- Maintained punctuality and attendance records for operational efficiency.
Customer Services Ambassador
Advantage Communications
04.2023 - 09.2023
- De-escalated customer issues, enhancing satisfaction and loyalty.
- Achieved 85% first-call resolution by managing 100+ daily customer calls.
- Updated clients on accounts, addressing billing, shipping, and warranty queries.
- Provided accurate answers to customer inquiries, ensuring satisfaction and clarity.
Customer Service Representative
Transparent BPO
10.2022 - 03.2023
- Met Key Performance Indicators by delivering exceptional customer service consistently.
- Documented customer accounts and directed issues to appropriate departments for resolution.
- Cultivated empathy during interactions, enhancing customer satisfaction and engagement.
- Addressed customer inquiries promptly, ensuring effective communication and support.
- Streamlined issue resolution processes, improving response times and customer experiences.
Customer Service Representative
Ibex Global
08.2019 - 10.2022
- Cultivated trust with customer accounts through effective communication strategies.
- Resolved customer complaints efficiently, providing timely solutions and follow-ups.
- Consistently achieved sales targets and call handling quotas in customer service team.
- Developed lasting relationships by engaging customers in open, interactive conversations.
Sales Clerk
The Book Collection
10.2016 - 07.2019
- Enhanced customer satisfaction through exceptional sales and service skills.
- Oversaw efficient point-of-sale operations to streamline transaction processes.
- Guided customers in product selection, addressing inquiries with expertise.
- Processed sales transactions, coordinating delivery or pick-up arrangements.
Education
Bachelor of Science - Shipping and Logistics Supply Chain
Caribbean Maritime University
Kingston, Jamaica11-2027
High School Diploma -
Jonathan Grant High School
St. Catherine11-2018
Skills
- Excellent Communication and Interpersonal Skills
- Creative & Versatile
- Upselling Products & Services
- Analytical
- Time Management
- Team Player
Additional Information
Kenroy Kerr (Mr)
Compliance and Special Projects Manager
Kingston Freeport Terminal Ltd
876-413-8101 (Mobile)
Jehnel Dacosta (Ms)
Manager – Advantage Communications
Lot 7 E Tradeway,
Portmore, St. Catherine
(876) 219-5561(Mobile)
Timeline
Intern
Kingston Freeport Terminal Ltd
05.2025 - 08.2025
Customer Services Ambassador
Advantage Communications
04.2023 - 09.2023
Customer Service Representative
Transparent BPO
10.2022 - 03.2023
Customer Service Representative
Ibex Global
08.2019 - 10.2022
Sales Clerk
The Book Collection
10.2016 - 07.2019
Bachelor of Science - Shipping and Logistics Supply Chain
Caribbean Maritime University
High School Diploma -
Jonathan Grant High School