Santoya Gordon
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
8
8
years of professional experience
Work History
Order Processing Coordinator
Caribbean Producers Of Jamaica
06.2023 - Current
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Processing orders that have been received by phone or email, including arranging shipments, handling customer service issues, and updating records.
- Tracking inventory levels to ensure that orders are filled accurately and efficiently.
- Entering order details into computerized accounting systems to track costs and profits.
- Communicating with customers about order status and shipping details as required.
Team Lead
Radius Global Solutions
06.2021 - 06.2023
- Managed the team to ensure the best performance.
- Coach employees when needed.
- Conduct yearly performance review.
- Prepare and send weekly performance reports to management and clients.
- Conduct interviews to source new employees
- Handling any employee concern.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
Client Correspondence Representative
Radius Global Solutions
01.2019 - 06.2023
- Open, sort and distribute the incoming mail
- Update weekly logs and productivity reports
- Update Collection System
- Prepare necessary letters to consumers
- Request or retrieve Validation of Debt
- Send Validation of Debt
- Maintain copies of letters and documents sent to the customer or authorized third party
- Coordinate client related requests with all internal business units
- Develop and apply knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area and with Company policies and procedures.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
Customer Service Representative & Team Lead
ACT Advanced Call Center Technologies
03.2017 - 11.2018
- Worked closely with the team, motivated and coached team members
- Hosted 1-2-1's and team meetings
- Kept up to date with business development and new product lines
- Managed day-to-day line activities, prioritized and made risk/impact assessments within existing processes and procedures towards achieving SLAs
- Engaged in active listening with callers, confirmed or clarified information and diffused angry clients, as needed
- Utilized software, databases, scripts, and tools appropriately
- Understood and strived to meet or exceed call center metrics while providing excellent consistent customer service.
Collection Representative
Teleperformance
01.2016 - 07.2016
- Initiated contact with delinquent customers
- Used independent professional judgment and discretion to assess borrower's situation and reason for delinquency, and formulated appropriate solutions to collect payments, settle accounts, and/or devise appropriate workout options cure delinquency
- Reviewed possible workouts, modifications and deferrals
- Updated legal and bankruptcy status when applicable
- Strived to meet necessary goals and SLAs.
Education
Associate in Business Studies -
Montego Bay Community College
St. James, Jamaica01.2015
School Leaving Certificate and High School Diploma -
Maldon High School
St. James, Jamaica01.2013
Skills
- Detailed-oriented
- Strong customer service and interpersonal skills
- Advanced computer skills
- Proactive problem solver and analytical thinker
- Strong leadership skills
- Excellent time management skills
- Excellent written and oral communication skills
- Flexible
- Advanced ability to multi-task
- Basic social media marketer
- Administrative Leadership
- Data Entry
Leadership Roles
Customer Service Team Lead, 03/2017, 11/2018, ACT Advanced Call Center Technologies, Barnett Tech Montego Bay
Client Correspondence Team Lead, 07/2021, 06/2023, Radius Global Solutions, Montego Bay, Freeport.
Hobbies and Interests
- Reading
- Writing Stories
- Watching Movies
- Socializing with family and friends
References
Available upon request.
Timeline
Order Processing Coordinator
Caribbean Producers Of Jamaica
06.2023 - Current
Team Lead
Radius Global Solutions
06.2021 - 06.2023
Client Correspondence Representative
Radius Global Solutions
01.2019 - 06.2023
Customer Service Representative & Team Lead
ACT Advanced Call Center Technologies
03.2017 - 11.2018
Collection Representative
Teleperformance
01.2016 - 07.2016
Associate in Business Studies -
Montego Bay Community College
School Leaving Certificate and High School Diploma -
Maldon High School
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