Jordene Godfrey
Red Deer,AB
Summary
Collaborative leader/people manager with 8+ years of experience directing operations, defining corporate vision and motivating team members through collaboration and strategic innovation.
Overview
16
16
years of professional experience
Work History
Quality Control Coordinator
Sandals Resorts International
06.2023 - 04.2024
- Review all edited wedding and resort videos before delivery to customers
- Provide feedback to editors that aligns with company policies and customer expectations
- Edit wedding and resort videos, as assigned.
Operations Manager
Vista Jamaica Ltd.
03.2015 - 03.2023
- Motivating, coaching and developing direct reports and front-line employees to reach their full potential through effective monitoring, assessing and providing feedback to achieve and maintain high standards of performance and employee engagement
- Efficiently & effectively handling escalated customer concerns as needed
- Participating in cross-functional communications and meetings to support the specified unit and domain in conjunction with support teams
- Routinely measuring customer satisfaction through formal and informal means and working to develop processes to respond to the identified needs
- Developing, adhering to, supporting and administering company policies and procedures as defined
- Consistent and effective reporting on team/test progress, challenges & successes by compiling statistics, interpreting data and taking appropriate action to support findings and goals (KPIs)
- Ensuring disciplinary discussions and actions for supervisors and front-line employees occur in transparent, accurate and timely manner
- Performing additional responsibilities as consistent with the job level and overall direction of CARE senior leadership team
- Performing contact center activities as needed.
Customer Service Representative/Junior Trainer
Global Gateway Solutions- Netflix Campaign.
01.2013 - 02.2015
- Developed coaching modules for supervisors and new hires
- Delivered training modules for new hires
- Compiled reports for training calibrations with USA head office, each week
- Provided Floor support for agents and supervisors
- Handled escalations contacts to ensure customer satisfaction.
Teacher
Mount Alvernia High School
09.2012 - 08.2013
- Prepared students for internal and external examination in English Language and English Literature
- Prepared and executed lesson plans
- Assisted with student guidance and discipline
- Maintained students' records.
Video Editor
Sandals Royal Caribbean Resort
07.2008 - 09.2012
- Edited recorded wedding ceremonies and aligned events using Final Cut Pro and Adobe Premier Pro
- Revised edited videos in alignment with customer feedback, to ensure customer satisfaction.
Education
Post-Baccalaureate Certificate - Human Resources Management
Red Deer Polytechnic
Red Deer, AB05.2026
Some College (No Degree) -
University of The West Indies (Mona)
JamaicaSome College (no degree) -
University of The West Indies Mona
Jamaica12.2018
Bachelor of Arts -
University of The West Indies
Jamaica07.2008
Skills
- Management
- Communications
- Active Listening
- Leadership
- Video Editing
- Customer Experience
- Goal-oriented
Personal Information
Title: OPERATIONS MANAGER
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Quality Control Coordinator
Sandals Resorts International
06.2023 - 04.2024
Operations Manager
Vista Jamaica Ltd.
03.2015 - 03.2023
Customer Service Representative/Junior Trainer
Global Gateway Solutions- Netflix Campaign.
01.2013 - 02.2015
Teacher
Mount Alvernia High School
09.2012 - 08.2013
Video Editor
Sandals Royal Caribbean Resort
07.2008 - 09.2012
Post-Baccalaureate Certificate - Human Resources Management
Red Deer Polytechnic
Some College (No Degree) -
University of The West Indies (Mona)
Some College (no degree) -
University of The West Indies Mona
Bachelor of Arts -
University of The West Indies
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