Nordia Jackson
Kingston,Jamaica
Summary
Results-driven Customer Service Team Lead with experience in both call center operations and hospitality environments. Skilled in coaching teams, monitoring performance standards, and resolving escalated concerns while maintaining high levels of customer satisfaction. Background in housekeeping and guest services, ensuring cleanliness, organization, and attention to detail in fast-paced settings. Recognized for strong communication, professionalism, and the ability to motivate teams to deliver exceptional service.
Overview
8
8
years of professional experience
Work History
Customer Service Representative (Team Lead)
Ibex Global
Kingston, Jamaica
10.2021 - Current
- Conduct coaching sessions and ensure compliance with performance standards
- Monitor call queues and support agents in real time
- Handle supervisor escalation calls and email correspondence
- Track attendance and complete audits and documentation
- Motivate and support associates to meet productivity goals
Housekeeper
Eden Garden Wellness Resort & Spa
Kingston, Jamaica
11.2017 - 03.2020
- Inspected and prepared guest rooms to hospitality standards
- Cleaned public areas and assisted with event setup
- Organized housekeeping carts with linens and amenities
- Interacted professionally with guests to ensure satisfaction
Practical Teacher (Intern)
Perky Kids Training & Development Centre
Kingston
08.2017
- Assisted with classroom activities and supervised students
- Marked classwork and homework assignments
- Supported students during playtime, lunch, and restroom breaks
Room Attendant
Jamaica Pegasus Hotel
Kingston
04.2017
- Cleaned and prepared guest rooms and public areas
- Provided laundry services and conducted room inspections
Education
American Hotel & Lodging Association Certification -
Housekeeping Level II Certificate & Level III Diploma - Supervisor
HEART Eastern TVET Institute
Stony HillSchool Leaving Certificate -
Holmwood Technical High School
Christiana, ManchesterSkills
- Customer Service & Team Leadership
- Coaching & Performance Monitoring
- Time Management & Multitasking
- Interpersonal Communication
- Hospitality & Housekeeping Operations
- Microsoft Word & Excel
References
Available upon request
Personal Information
Nationality: Jamaican
Hobbies
- Reading
- Cooking
- Socializing
Timeline
Customer Service Representative (Team Lead)
Ibex Global
10.2021 - Current
Housekeeper
Eden Garden Wellness Resort & Spa
11.2017 - 03.2020
Practical Teacher (Intern)
Perky Kids Training & Development Centre
08.2017
Room Attendant
Jamaica Pegasus Hotel
04.2017
American Hotel & Lodging Association Certification -
Housekeeping Level II Certificate & Level III Diploma - Supervisor
HEART Eastern TVET Institute
School Leaving Certificate -
Holmwood Technical High School