Lachelle Gordon

• Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
• Delivered friendly service and offered expert support in every interaction.
• Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
• Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.

• Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
• Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
• Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
• Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.

• Greeted customers entering store and responded promptly to customer needs.
• Welcomed customers and helped determine their needs.
• Worked flexible schedule and extra shifts to meet business needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Porter Airlines, Toronto, ON

Reporting to the Manager, Customer Relations, I provided effective and proficient responses to incoming passenger inquiries through multiple channels, with a focus on timely case resolution and customer satisfaction. I also assist in retaining passengers by delivering exceptional customer service while representing the company’s brand. This includes, but is not limited to:

• Responding to passengers’ post-travel inquiries, feedback, and concerns.

• Liaising with various departments to resolve customer inquiries.

• Providing exceptional customer service to passengers via Social Media

• Undertaking special assignments or other duties as required to add value to the organization.

Reporting to the Counsel and keeping cases organized by establishing and arranging files, monitoring calendars, meeting deadlines, documenting actions, inputting information into file database and case management software and confirming case status with attorney. In this role, I:

• helped to develop cases by maintaining contact with people involved in the case and scheduling depositions.
• kept clients informed by maintaining contact and communicating case progress.
• supported case development by preparing case summaries and materials for mediation conferences, and monitoring and obtaining discovery responses.
• Conducted research and completed Labour Market Intake Assessment Applications.

Reporting to the General Manager and the Lead Agents, I created a safe and exceptional airport experience for passengers with an understanding of all areas such as check-in, processing ticketing inquires, processing baggage complaints, boarding and deplaning passengers. Other key functionalities that I delivered included:

• Providing consistent and exceptional customer service and ensure a seamless experience at all contact points.

• Executing a range of airport duties in support of the daily operation in any capacity for the following areas; Check in, Security, Gates, Baggage Services and Ticketing.

• Promote and sell the company’s services and products to passengers.