Shavone Mclennon
Montego Bay
Summary
Contributing my skills and gain experience as a working professional to enhance my knowledge and abilities while meaningfully helping the company to improve and achieve its goals.
Customer service professional with strong background in coordinating and improving customer care processes. Known for focus on team collaboration and achieving results, ensuring reliability and adaptability in dynamic environments. Adept at conflict resolution, effective communication, and utilizing technology to enhance customer experience. Recognized for fostering positive relationships and driving continuous improvement.
Overview
2023
2023
years of professional experience
1
1
Certification
Work History
Customer Care Coordinator
GOLDSTAR
- Quality check and review orders
- Provide customers with item proofs.
- Update customers with prices and order changes
- Provide customers tracking details for orders.
- Manage orders within a particular geographical region
- Address escalated situations on orders
- Respond to customers responses and request in a timely manner.
Crew Liaison Official
AJAS/ MENZIES
- Set boarding gate
- Print flight manifest
- Make boarding announcements
- Complete boarding report
Ramp Liaison Official
AJAS/ MENZIES
- Communicate baggage information to ramp and gate
- Collect fuel, safety, and immigration
- Update baggage scanner log
Ticketing Agent
AJAS/ MENZIES
- Rebook passenger
- Book new tickets
- Update used infant tickets
- Update used interline tickets
Gate Lead
AJAS/ MENZIES
- Print web check passenger boarding pass
- Upgrade passengers with status
- Update stand by passengers status
- Supervise boarding
- Complete supervisor report
Shelf Management Services
Consolidated Bakery Ltd
- Maintains customer relationships
- Monitor promotions, new products, price changes
- Keep shelves properly packed and organized
- Remove damaged or expired products
- Shelf maintenance/cleaning, sanitation
- Maintain pricing and product displays
- Maintain inventory and restocking of stores
Customer Care and Shopper Support
Conduent
- Company Overview: Instacart
- Assist with canceling orders
- Refunding orders
- Applying customer credits
- Updating profiles
- Provide technical support
- Reschedule orders
- Cancel orders
- Cancel accounts
- Instacart
Delta’s reservations
- Creating reservations
- Assist in updating flight Itinerary
- Canceling reservations
- Update passenger’s personal and flight information
- Assist in creating unaccompanied minors reservations
- Appointing seat assignments for passengers
- Assist in online support/navigation
- Assist in sky miles account support
- Adding special service request (SSR) to reservations
- Collecting payments for reservations
- Assist in upgrading class of service on reservations
Tracking Department
Conduent
02.2017 - 01.2023
- Company Overview: UPS (US Parcel Service)
- Make address corrections
- Request and cancel pick ups
- Track packages
- Open cases
- Start investigations
- Request for pick up at customer center
- UPS (US Parcel Service)
Universal Department
Conduent
02.2017 - 01.2023
- Company Overview: UPS (US Parcel Service)
- Assist with claims
- Order supplies and track supplies
- Track domestic shipments
- Start investigation for lost package
- Process package intercepts
- Request and cancel pick up
- Track USA domestic packages
- UPS (US Parcel Service)
PCA Department
Conduent
02.2017 - 01.2023
- Company Overview: UPS (US Parcel Service)
- Assist preferred shippers
- Start Damage investigations
- Assist with claim investigations
- Order and track shipping supplies
- Process and reroute cases
- Process intercepts
- Cancel and request pick up
- Make address changes and corrections
- Track USA domestic packages
- UPS (US Parcel Service)
Customer Advocacy Team
Conduent
02.2017 - 01.2023
- Company Overview: UPS (US Parcel Service)
- Handle escalated situation
- Assist with escalated investigations
- Assist with undeliverable packages
- Process pick up exceptions
- Make address changes and corrections
- Contact dispatch for customers
- Assist with driver and customer routing issues
- UPS (US Parcel Service)
Customer Service Representative
ACT (WRSC SMARTCHAT)
02.2016 - 03.2017
- Assist customers with wireless issues via texting
- Update account details when requested
- Assist with upgrading and downgrading customers’ devices
- Assist customers with restoring suspended services
- Assist customers with resuming cancelled services amongst other issues
Customer Service Representative
ACT (RST)
- Process and confirm Manual Orders for clients
- Explain Customer’s bill
- Assist customers with changes to their account
- Validate customer’s address for services.
- Amend/Expedite due date
- Communicate with various departments to resolve customer issues
- Make adjustments to customer’s bill when necessary
Customer Service Representative
ACT (ISM/UNIFIED)
- Provide education about products/services
- Unify customers’ bills
- Modify packages on customer’s accounts
- Apply qualifying discounts when necessary
- Assist with billing issues and other queries
Lead Agent
ACT
- Provide accurate policy information to agents
- Assist agents in complicated customer related situation
- Handling of escalated calls to provide reassurance and problem solving
Add-to-Stock Clerk
Mega Mart
12.2014 - 02.2016
- Ensure timely and detailed updates of invoices
- Ensure goods are received and checked off properly
- Auditing variances for discrepancies on invoice total of what was received from what was ordered
- Accurately post inventory transaction to the general system
- Overseeing and documenting received stocks into the company database
Intern
Best Dressed Chicken Feed Mill
05.2012 - 05.2012
- Electrical and Machinery maintenance
- Responsible for sanitation of public areas
Education
High School -
Central High School
Montego Bay, St. James01.2013
E-Learning -
Montego Bay E-Learning centre
Montego Bay, St. James01.2014
Skills
- Data entry and filing
- Dynamics Navision
- Keen attention to details
- Strong customer relation skills
- Excellent organizational skills
- Inventory management skills
- Strong oral communication skills
- Computer Literate in Microsoft Office Suite 2003/2007 Word, Excel
Certification
Qualification: Caribbean Examination Council (CXC)
- Electrical Installations
- Social Studies
- Integrated Science
- Human and Social Biology
- Geography
- English language
Hobbies and Interests
- Music
- Physical activities
Affiliations
- Advocate for the lupus foundation of Jamaica
- Owner of the infinity Cutz barber shop
Timeline
Tracking Department
Conduent
02.2017 - 01.2023
Universal Department
Conduent
02.2017 - 01.2023
PCA Department
Conduent
02.2017 - 01.2023
Customer Advocacy Team
Conduent
02.2017 - 01.2023
Customer Service Representative
ACT (WRSC SMARTCHAT)
02.2016 - 03.2017
Add-to-Stock Clerk
Mega Mart
12.2014 - 02.2016
Intern
Best Dressed Chicken Feed Mill
05.2012 - 05.2012
E-Learning -
Montego Bay E-Learning centre
Customer Care Coordinator
GOLDSTAR
Crew Liaison Official
AJAS/ MENZIES
Ramp Liaison Official
AJAS/ MENZIES
Ticketing Agent
AJAS/ MENZIES
Gate Lead
AJAS/ MENZIES
Shelf Management Services
Consolidated Bakery Ltd
Customer Care and Shopper Support
Conduent
Delta’s reservations
Customer Service Representative
ACT (RST)
Customer Service Representative
ACT (ISM/UNIFIED)
Lead Agent
ACT
High School -
Central High School
Similar Profiles
Kenneth YoungKenneth Young
Delivery Driver at GoldstarDelivery Driver at Goldstar
Ronald IngleRonald Ingle
Emergency Medical Technician at GoldstarEmergency Medical Technician at Goldstar
Ramandeep SinghRamandeep Singh
Truck Driver at GoldstarTruck Driver at Goldstar
Richard DixonRichard Dixon
Preferred Club Manager at Secrets Wild Orchid & Breathless Montego BayPreferred Club Manager at Secrets Wild Orchid & Breathless Montego Bay
GEMMA THOMPSON-TROUPEGEMMA THOMPSON-TROUPE
Financial Controller at Deja All Inclusive ResortFinancial Controller at Deja All Inclusive Resort