Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Jasmine Gordon

Jasmine Gordon

Administrative/Customer Service
Milton,ON

Summary

  • Competent and technically adept Customer Service Professional with over 15 years of experience in the dynamic healthcare, telecommunications and logistic industries. Proficient in delivering strong administrative support with emphasis on improving customer service and administrative systems. A conscientious team player maintains confidentiality and dedicated to getting the job done. Areas of strength include: Proven attention to detail
  • Organizational & Analytical Skills
  • Excellent Written & Oral Communication
  • Action & Results-oriented
  • Time Management Skills
  • Social Media
  • Proficient Assessment and Problem-Solving Skills
  • Strong Customer Service Orientation
  • Project Coordination
  • Able to type 75 wpm Advanced level user Microsoft Office Suite Programs: Word, Excel, Power Point, Outlook, SAP, AS400, Oracle, OMNI, ICM, Onview, SGI, V21, ACE, TOM, SESE, TSAD-I, T1 CASE, RAPID, THG, Microsoft Edge, Chrome

Overview

10
10
years of professional experience
1
1
Certification

Work History

TELEPHONE AGENT

GOVERNMENT OF CANADA
01.2022 - 05.2023
  • Proven ability to manage high-stakes communication in fast-paced environments by delivering, concise, and timely information while handling customer inquiries, complaints, and referrals in high-pressure situations
  • Expertise in crisis management and conflict resolution by utilizing strong problem-solving and interpersonal skills to deescalate tense situations and provide immediate support, including addressing sensitive customer concerns and providing accurate information under pressure while ensuring a positive experience even in challenging circumstances
  • Proficient in managing multiple forms of communication, including telephone, email, and digital platforms, with a focus on clear, empathetic messaging tailored to diverse audiences, while upholding confidentiality and maintaining professionalism in every interaction
  • Answered enquiries and completed referrals to internal and community resources to meet the needs of the customer in a fast paced in-bound Contact Centre via phone, email, and online
  • Provided explanations and/or clarification to taxpayers over the telephone in response to enquiries concerning the filing and processing of Individual Tax Returns
  • Prioritizing actions, responses, and tasks appropriately with enough advance and scheduled time to allow for effective execution
  • Utilized case management strategies to ensure timely follow-up and processing of caseload
  • Explained to taxpayers over the phone various social programs administered by the CRA over the phone
  • Gathered information from taxpayers to establish the precise nature of their enquiry or request while utilizing comprehensive knowledge of legislation and approved procedures to assess pre-eligibility for financial assistance
  • Researched solutions to taxpayer inquiries using a variety of internal and external information sources to meet taxpayer needs
  • Utilized various computer applications and systems required to enter information, research, analyze and resolve questions or problems and requests raised by taxpayers, including payment reconciliation
  • Provided technical support for online services while providing a holistic approach to prioritize immediate needs for financial assistance
  • Assisted with online registration and triaged clients to appropriate supports

CUSTOMER CONSULTANT SPECIALIST

ROGERS COMMUNICATIONS CANADA
09.2020 - 01.2022
  • Provided professional and efficient service to customers
  • Processed orders and providing information and documented concerns from customers
  • Inbound and Outbound Calls
  • Created customer orders, assisted customers with various order requests
  • Provided product information via telephone, assisting customers with various order requests
  • Provided essential information via telephone including backorder status, and pricing
  • Processed orders to ensure timely shipments ensuring the customer information is accurate and that the purchase order and other related documents meet company guidelines
  • Activated new customer consumer accounts, Deactivated customer accounts, Suspended accounts
  • Suspended accounts
  • Billing reconciliation
  • Credit adjustments

CUSTOMER SERVICE AMBASSADOR

CONMED CANADA
01.2019 - 08.2020
  • Provided product information via email, assisting customers with various requests for special processing or general order status information
  • Provided essential information via email including backorder status, pricing, product cross-reference and local sales contacts
  • Coordinated and process orders to ensure timely shipments ensuring the customer information is accurate and that the purchase order and other related documents meet company guidelines
  • Expedited all rush orders and communicate any delays due to backorders with the end user
  • Determined accuracy of customer account information and process requests for changes as determined

CLERICAL ASSOCIATE

ETOBICOKE GENERAL HOSPITAL
01.2018 - 12.2018
  • Provided clerical support for the Inpatient units of the ICU/CCU Department
  • Acted as first point of contact for Etobicoke General Hospital in-person or via telephone, email
  • Transcribed doctors' orders
  • Entered orders in Meditech
  • Admitted and Discharged Patients
  • Interacted with patient and staff within the ICU>CCU Department
  • Interacted with other Hospitals inside and outside of LHIN
  • Created and maintained charts. Ensures required forms are received, completed correctly and put in patient files
  • Registered patients confirming/validating demographic, insurance and other required information

AR THIRD PARTY CLERK

REXALL CANADA
01.2015 - 01.2018
  • JDE - Uploaded information from Excel, Imported, Exported information, Invoice Inquiry, Standard Receipts
  • Auto-Match, Reconciled, Reviewed uploaded information, Enquiry, Cash Processing
  • Reconciled all third-party payments
  • Uploaded and created receipts in JDE
  • Applied cash applications (Automatch/Manual)
  • Performed JDE tasks before period end for AR
  • Reconciled payments and investigate discrepancies
  • Allocated funds collected from third party to appropriate store accounts

PRODUCT RETURNS ANALYST

BELL MOBILITY
01.2013 - 01.2015
  • SAP Production - Created and maintained various orders and information systematically
  • Product Order Handling - Efficiently maintained orders to be shipped out
  • New Vendor Order Creation - Entered new vendor information into system data base
  • Sales & Inventory - Monitored sales and inventory in the system
  • Prepared and processed daily/weekly Vendor credits for reconciliation
  • Analyzed and summarized return to Vendor reports
  • Prepared monthly reports to determine outstanding balances for RTV returns
  • Worked closely with Vendors to ensure deadlines were respected and adhered to
  • Managed product inventories and monitored all RTV activities at Warehouse Depot
  • Scheduled, attended and participated in meetings with internal and external partners
  • Conducted bi-weekly warehouse visits to ensure BM inventory was being managed properly

Education

Diploma - Medical Lab Technician

Medix College
Toronto, ON
06-2019

Medical Office Assistant -

Toronto School of Business
Toronto
01.1997

C.W. Jeffery's Secondary School -

01.1994

Skills

  • Attention to detail
  • Organizational Skills
  • Analytical Skills
  • Written Communication
  • Oral Communication
  • Action-oriented
  • Results-oriented
  • Time Management
  • Social Media
  • Assessment Skills
  • Problem-Solving Skills
  • Customer Service Orientation
  • Project Coordination
  • Typing Speed (75 wpm)
  • Microsoft Office Suite
  • Word
  • Excel
  • Power Point
  • Outlook
  • SAP
  • AS400
  • Oracle
  • OMNI
  • ICM
  • Onview
  • SGI
  • V21
  • ACE
  • TOM
  • SESE
  • TSAD-I
  • T1 CASE
  • RAPID
  • THG
  • Microsoft Edge
  • Chrome

Certification

  • CPR Certified
  • Occupational Health and Safety
  • WHMIS TRAINED

Timeline

TELEPHONE AGENT

GOVERNMENT OF CANADA
01.2022 - 05.2023

CUSTOMER CONSULTANT SPECIALIST

ROGERS COMMUNICATIONS CANADA
09.2020 - 01.2022

CUSTOMER SERVICE AMBASSADOR

CONMED CANADA
01.2019 - 08.2020

CLERICAL ASSOCIATE

ETOBICOKE GENERAL HOSPITAL
01.2018 - 12.2018

AR THIRD PARTY CLERK

REXALL CANADA
01.2015 - 01.2018

PRODUCT RETURNS ANALYST

BELL MOBILITY
01.2013 - 01.2015

Diploma - Medical Lab Technician

Medix College

Medical Office Assistant -

Toronto School of Business

C.W. Jeffery's Secondary School -

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Jasmine GordonAdministrative/Customer Service