Taneisha Gordon
Ewarton
Summary
Customer Service Representative with over 5 years of experience in telephone customer service including sales, tech support and customer care. Familiar with major customer service software, conflict resolution and possess a positive attitude. Aiming to use my proven skills to effectively fill the managerial role in your company.
Overview
5
5
years of professional experience
Work History
Team Leader
Sutherland Global Services
11.2024 - 05.2025
- Leading and managing a team of call center operators
- Monitoring and evaluating operator performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Determining and communicating the call center's goals and deadlines to team members
- Managing the flow of inbound or outbound calls
Customer Care Representative
Sutherland Global Services
04.2022 - 11.2024
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product and information and cancelling services
- Received an average 95% customer satisfaction rating to date, 15% higher than company average
- Research complicated cases without prompting to provide more comprehensive service to customers
- Suggest a new tactic to persuade cancelling customers to stay with the company resulting in 5% decrease in cancellations where policy is concern.
Administrative Officer
Jamaica Institution of Engineers
05.2021 - 03.2022
- Maintained accurate financial records, including accounts payable and receivable, budget tracking, and expense reports.
- Processed invoices, purchase orders, and payments, ensuring timely and accurate transactions.
- Supervised a team of administrative and support staff, providing training, performance evaluations, and task delegation.
- Provided comprehensive secretarial and administrative support, including calendar management, correspondence, and document preparation.
Front Desk Receptionist
Heart Trust NSTA
06.2020 - 04.2021
- Manage programs, course offerings, and registration procedures.
- Managed phone calls, emails, and in-person interactions, responding to inquiries and directing clients to the appropriate resources.
- Processed and documented financial transactions, such as course fees, payments, and invoices.
- Managed the front desk, including answering the telephone, appointment scheduling, course registration, and general inquiries.
Education
Excelsior High School - Principles of Business, Electronic Document Preparation Management [EDPM], English Language
Excelsior High School
Skills
- Zendesk
- Gorgias
- Salesforce
- Shopify
- Microsoft Office
- Word
- Excel
- Excellent Communication Skills
- Customer Service
- 50wpm Typist
Timeline
Team Leader
Sutherland Global Services
11.2024 - 05.2025
Customer Care Representative
Sutherland Global Services
04.2022 - 11.2024
Administrative Officer
Jamaica Institution of Engineers
05.2021 - 03.2022
Front Desk Receptionist
Heart Trust NSTA
06.2020 - 04.2021
Excelsior High School - Principles of Business, Electronic Document Preparation Management [EDPM], English Language
Excelsior High School