TRISHANA GORDON
Portmore
Summary
Strategic and people-centric Human Resources professional with proven success in Talent Development, Workforce Planning, and Employee Engagement across large, fast-paced organizations. Adept at partnering with leaders to translate business needs into HR solutions that strengthen culture, improve performance, and drive operational results. Brings a unique blend of HR expertise and cross-functional experience gained over a decade in banking, customer service, operations, and executive support. Skilled in coaching leaders, managing organizational change, facilitating training, and improving HR processes for efficiency and compliance. Recognized for building strong relationships, using data to guide decisions, and implementing people strategies that enhance employee experience and business outcomes.
Overview
19
19
years of professional experience
Work History
Talent Development Coordinator
Caribbean Broilers Jamaica Ltd.
09.2023 - Current
- Lead end-to-end training needs analysis and develop standardized assessment tools to identify skills gaps.
- Design, deliver, and evaluate training programmes aligned with organizational goals.
- Develop and manage e-learning modules to support blended learning strategies.
- Coordinate onboarding and integration programmes for new hires.
- Implement training recall and compliance tracking processes to ensure workforce readiness.
Executive Administrative Assistant to the CEO
Sagicor Bank Jamaica Ltd.
02.2023 - 08.2023
- Provided strategic administrative support to the CEO including calendar, meetings, and communications.
- Served as a liaison between senior leadership and internal teams to streamline operations.
- Managed and tracked client complaints, ensuring timely follow-up and improved service outcomes.
Training Facilitator
Sagicor Bank Jamaica Ltd.
06.2019 - 08.2023
- Delivered training sessions on product knowledge, customer service, and professional development.
- Developed learning materials and job aids to support employee upskilling.
- Trained frontline and supervisory teams on policies, procedures, and banking applications.
Administrative Assistant to the AVP & SVP of Retail Banking
Sagicor Bank Jamaica Ltd.
10.2017 - 01.2023
- Supported execution of Retail Banking strategic initiatives through analysis and reporting.
- Delivered internal presentations on banking products and performance results.
- Supervised the Relief Teller Pool and coached junior employees.
Personal Banking Officer
Sagicor Bank Jamaica Ltd.
11.2016 - 09.2017
- Maintained strong client relationships through personalized financial guidance.
- Facilitated loan applications while ensuring adherence to compliance requirements.
- Achieved sales targets through proactive client engagement strategies.
Customer Service Representative
Sagicor Bank Jamaica Ltd.
01.2014 - 11.2016
- Delivered exceptional customer service, resulting in improved client satisfaction and loyalty.
- Generated referrals contributing to over JM$200 million in new deposits.
- Participated in monthly sales presentations and outreach initiatives.
Workforce Analyst
Sagicor Life Jamaica Ltd.
06.2013 - 01.2014
- Designed workforce schedules to improve productivity in contact centre operations.
- Conducted data analysis to forecast call volumes and optimize staffing.
- Monitored KPIs including attendance, service levels, and handle time.
Corporate Contact Center Representative
Sagicor Life Jamaica Ltd.
12.2010 - 06.2013
- Resolved client inquiries with expertise on life insurance policies.
- Processed documentation requests ensuring accuracy and timeliness.
Previous Roles
Sagicor Life Jamaica Ltd.
01.2007 - 01.2009
- Telephone Operator
- Records Clerk
Education
MBA - Business Administration (General Management)
The Northern Caribbean University
Skills
- Talent Development & Training Facilitation
- Performance Management
- Employee Engagement & Retention
- HR Business Partnering
- Workforce Planning & Organizational Development
- Leadership Development
- Industrial Relations & Investigations
- HR Process Improvement
- Data Analysis & Reporting
- E-Learning Development
- Microsoft Office Suite
References
Available upon request.
Timeline
Talent Development Coordinator
Caribbean Broilers Jamaica Ltd.
09.2023 - Current
Executive Administrative Assistant to the CEO
Sagicor Bank Jamaica Ltd.
02.2023 - 08.2023
Training Facilitator
Sagicor Bank Jamaica Ltd.
06.2019 - 08.2023
Administrative Assistant to the AVP & SVP of Retail Banking
Sagicor Bank Jamaica Ltd.
10.2017 - 01.2023
Personal Banking Officer
Sagicor Bank Jamaica Ltd.
11.2016 - 09.2017
Customer Service Representative
Sagicor Bank Jamaica Ltd.
01.2014 - 11.2016
Workforce Analyst
Sagicor Life Jamaica Ltd.
06.2013 - 01.2014
Corporate Contact Center Representative
Sagicor Life Jamaica Ltd.
12.2010 - 06.2013
Previous Roles
Sagicor Life Jamaica Ltd.
01.2007 - 01.2009
MBA - Business Administration (General Management)
The Northern Caribbean University