Shadene Gordon
Spanish Town,St. Catherine
Summary
To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and helps me to achieve personal as well as organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Retail Sales Associate
Flow Contractor (Thompson's Haulage)
Half Way Tree Road, Kingston, Jamaica
08.2025 - Current
- Assisted customers in selecting products and addressing inquiries.
- Handled customer complaints professionally and resolved issues promptly.
- Trained new associates on company policies and sales techniques.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
Client Relations Representative
Medical Associates Hospital
18 Tangerine Place , Kingston
04.2024 - Current
- Responded to customer inquiries and complaints in a timely manner.
- Provided exceptional customer service to clients over the phone and via email.
- Assisted customers in understanding their account information, including invoices, orders, returns, payments.
- Processed client orders accurately and efficiently while maintaining a high level of customer satisfaction.
- Managed accounts receivable processes related to client billing cycles.
- Created weekly, monthly, quarterly reports on client relations activities for management review.
Data Entry Clerk
Transparent BPO (1 Month Contract)
Spanish Town, Jamaica
12.2023 - 01.2024
- Utilized specialized software applications related to the job role.
- Organized files according to established procedures for easy retrieval later on.
- Maintained confidentiality of sensitive information entered into the system.
- Reviewed existing information for accuracy and made necessary corrections.
- Created spreadsheets to track data entries.
Customer Service Representative
Intouch CX (WFH Contract)
Montego Bay , Jamaica
10.2023 - 01.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Dispatcher
Beryllium Limited
Kingston, Jamaica
09.2023 - 10.2023
- Received and dispatched calls for emergency services.
- Updated records of driver locations, delays, and cancellations.
- Maintained logs of all incoming calls and assigned tasks.
- Provided timely updates to customers regarding their orders or requests.
- Assigned drivers to appropriate routes based on customer needs.
Customer Service Representative
Work for Impact (WFH)
Spanish Town, St. Catherine
06.2023 - 09.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Team Manager
Ibex Global
08.2016 - 04.2023
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching.
Promoter
VRV Creative Trade and Events
03.2016 - 07.2016
- Demonstrate and provide information on promoted products/services
- Create a positive image and lead consumers to use it
- Distribute product samples, brochures, flyers etc
- Identify interest and understand customer needs and requirements
Customer Service Representative
Xerox
New Kingston
12.2015 - 01.2016
- Take inbound and outbound calls
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers.
Education
Certification of completing the GSS Apprenticeship PEAK Programme in Supervisory Management -
Global Services Sector Jamaica/ HEART NSTA TRUST
01.2022
Career Achievement Program City and Guilds Examination Level 1 and Level 2 -
Jonathan Grant High School
01.2015
Caribbean Secondary Examination Certificate -
St. Jago High School
01.2012
Skills
- Critical Thinking
- Problem Solving skills
- Communication Skills
- Time Management
- Multitasking
- Adaptability
- Leadership Skills
- Ability to work within a team
- Fast Learner
- High Energy Skills
Certification
Certified in Supervisory Management
References
References available upon request.
Timeline
Retail Sales Associate
Flow Contractor (Thompson's Haulage)
08.2025 - Current
Client Relations Representative
Medical Associates Hospital
04.2024 - Current
Data Entry Clerk
Transparent BPO (1 Month Contract)
12.2023 - 01.2024
Customer Service Representative
Intouch CX (WFH Contract)
10.2023 - 01.2024
Dispatcher
Beryllium Limited
09.2023 - 10.2023
Customer Service Representative
Work for Impact (WFH)
06.2023 - 09.2023
Team Manager
Ibex Global
08.2016 - 04.2023
Promoter
VRV Creative Trade and Events
03.2016 - 07.2016
Customer Service Representative
Xerox
12.2015 - 01.2016
Certification of completing the GSS Apprenticeship PEAK Programme in Supervisory Management -
Global Services Sector Jamaica/ HEART NSTA TRUST
Career Achievement Program City and Guilds Examination Level 1 and Level 2 -
Jonathan Grant High School
Caribbean Secondary Examination Certificate -
St. Jago High School
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