Kenrick Gordon
Kelowna,BC
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
13
13
years of professional experience
Work History
Customer Care Representative
Itel BPO
01.2020 - 01.2022
- Improved customer satisfaction by addressing and resolving complex issues in timely manner.
- Maintained customer records by updating account information.
- Maintained high-quality service standards with thorough knowledge of company products, policies, and procedures.
- Utilized CRM software effectively to update customer information, track interactions, and manage cases.
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
Senior Loyalty & Travel Consultant/Asst. Manager
Sandals Montego Bay
01.2018 - 12.2020
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Gift Shop Office Attendant
Sandals Montego Bay
02.2017 - 02.2018
- Provided exceptional customer service to clients both in-person and over the phone, addressing inquiries promptly and professionally.
- Streamlined day-to-day operations through continuous improvement initiatives aimed at enhancing workflow processes and resource allocation.
- Coordinated office events such as team-building activities or holiday celebrations, fostering a positive work environment.
- Facilitated communication between departments by acting as a liaison in relaying important messages or updates accurately and punctually.
- Assisted with administrative tasks for smoother daily operations and increased productivity.
Project Analyst/Customer Care Rep
ADS Global
03.2015 - 12.2017
- Assisted in the development of comprehensive project plans, setting realistic timelines and milestones.
- Contributed to successful project outcomes by providing accurate forecasts and risk assessments.
- Facilitated effective problem-solving sessions, leading to timely resolution of issues impacting project success.
- Continuously expanded personal knowledge base through participation in industry conferences, workshops, and training courses.
- Ensured compliance with industry regulations by meticulously reviewing all deliverables before submission to stakeholders or regulatory bodies.
- Tracked ongoing project advancement towards predefined milestones, reducing instances of missed deadlines by 95%.
Reservations/Customer Care Rep
E-Service (Delta Account)
01.2013 - 02.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Warehouse Attendant/Merchandiser
GraceKennedy
10.2012 - 07.2015
- Maintained a safe and clean working environment through regular inspections and adherence to safety protocols.
- Collaborated with team members to meet daily productivity goals and improve overall warehouse operations.
- Participated in continuous improvement initiatives to identify areas for optimization within warehouse processes.
- Utilized automated systems for accurate tracking, management, and reporting of inventory levels.
- Trained new staff members on warehouse policies, procedures, tools, equipment usage, ensuring smooth onboarding experience.
- Reinforced positive workplace culture fostering teamwork and open communication among colleagues across different departmental functions.
- Streamlined order fulfillment process with efficient picking, packing, and shipping of customer orders.
Bartender
Swept Away Negril
01.2009 - 09.2012
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed bar according to established procedures, ensuring preparedness for each shift.
- Contributed to positive work environment through effective teamwork and communication with colleagues.
- Maintained clean and organized workspace, ensuring compliance with health and safety regulations.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Kept bar presentable and well-stocked to meet customer needs.
Education
Certificate - Hospitality Services level 2 (Front Office, Bar and Kitchen)
H.E.A.R.T Trust NTA
Montego Bay Jamaica08.2019
Certificate - Hospitality Services Level 2 (Front Office, Bar An
H.E.A.R.T Trust NTA
Montego Bay Jamaica08.2019
Certificate - Leadership, Art Of Selling, Professional Communication, EHS Awareness
Sandals Cooperative University
Montego Bay Jamaica04.2016
CXC - P.O.B., O.P., Social Studies, English
Manning's High
Westmoreland Jamaica01.2002
Elementary And Middle School Administration
Savanna-la-mar Primary School
Westmoreland Jamaica01.1997
Skills
- Speech and Microphone Technique
- Data Operation
- Front Office Operations
- Bar Tending
- Food Preparation
- Data Entry
- Customer Care Representative
- Guest Retention Specialist
- Warehouse attending
- Merchandiser
Customer Service
Inbound Customer Service
Problem Resolution
Personal Information
Date of Birth: 09/26/85
References
- Carl Beviere, General Manager
- Shaneca Campbell, Loyalty and Travel Manager
- George Herron, Assistant Front Office Manager
Languages
English
Native or Bilingual
Writing song lyrics
I normally write when inspired, and have written a few songs and released on Spotify also on all or most major streaming platforms.
Timeline
Customer Care Representative
Itel BPO
01.2020 - 01.2022
Senior Loyalty & Travel Consultant/Asst. Manager
Sandals Montego Bay
01.2018 - 12.2020
Gift Shop Office Attendant
Sandals Montego Bay
02.2017 - 02.2018
Project Analyst/Customer Care Rep
ADS Global
03.2015 - 12.2017
Reservations/Customer Care Rep
E-Service (Delta Account)
01.2013 - 02.2015
Warehouse Attendant/Merchandiser
GraceKennedy
10.2012 - 07.2015
Bartender
Swept Away Negril
01.2009 - 09.2012
Certificate - Hospitality Services level 2 (Front Office, Bar and Kitchen)
H.E.A.R.T Trust NTA
Certificate - Hospitality Services Level 2 (Front Office, Bar An
H.E.A.R.T Trust NTA
Certificate - Leadership, Art Of Selling, Professional Communication, EHS Awareness
Sandals Cooperative University
CXC - P.O.B., O.P., Social Studies, English
Manning's High
Elementary And Middle School Administration
Savanna-la-mar Primary School
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