Shaneil Gordon
Orlando,Fl
Summary
Highly motivated professional with exceptional leadership and communication skills, experience in leading and motivating both customer and co-workers. Looking for an opportunity to learn, grow, and expand my skills in an established company.
Overview
18
18
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Atento (State of Maryland) Call Center
02.2021 - 07.2021
- Supporting the state of Maryland with Covid -19 vaccine scheduling
- Responsible for answering calls and scheduling appointments for vaccinations.
- Ability to build rapport with clients
- Ability to prioritize and multitask
- Remote
- Kforce
CUSTOMER SERVICE REPRESENTATIVE
FLDEO Call Center
07.2020 - 09.2020
- Resolve customers complaints by performing activities such as responding to inquiries or notify them of claim investigation results.
- Refer unresolved customer grievances to designated departments for further investigation.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Remote
- Kforce
Mailhouse QA/QC Process / Image Review
CONDUENT SUNPASS
03.2019 - 07.2020
- Customer service representative will review all dynamic fields such as Name, Address, and Account Number against Vector. Once reviewed, the customer service representative will mark the file as Approved or Reject for mailing.
- Adequate sample size will be performed on each file uploaded on the QA/QC portal to ensure correspondences are being generated accurately.
- If approved, the mail house will print the approved files and mail via USPS. The format of the correspondence will also be verified against the approved template.
- Review images
- Making sure license plates are correctly billed to the registered owner of the vehicle using the toll road.
SENIOR CUSTOMER CARE ANALYST
CONDUENT SUNPASS
03.2017 - 03.2019
- Handle Challenges and changes as business needs dictate
- Handle escalated calls promptly and further strengthen customer loyalty
- Handle customer service representative calls with strong attention to detail, by providing effective problem solving to better assist customers
- Handle multiple tasks by sending and receiving emails to and from different department (Support, Accounting)
- Make logical conclusions, anticipates obstacles, and considers different approaches to the decision-making process
- Process Registration Stop
- Assist with processing plate misread(support)
- Assist with Image Reviews
- Handle Survey calls
CUSTOMER SERVICE REPRESENTATIVE
CHASESOURCE CONDUENT SUNPASS
09.2016 - 03.2017
- Responsible for supervising and supporting customer service operations.
- Responsible for implementing existing policies and procedures for both the Company and the client.
- Responsible for overseeing local service center, identify processes that will efficiently improve the Call Center’s production.
- Ensures that customers are promptly, courteously and professionally served
- Provide floor support- mentor customer service representative with knowledgeable information needed to better assist customers. Provide side by side assistance to customer service representative to improve customer service skills. Assist representative in training class
Lead, customer service
the sports authority
07.2004 - 07.2016
- Providing the highest level of professional service to the customers and facilitate smooth flow of paper work among corporate, sales audit and MAC team.
- Performed Sales Transactions and Order Products from Retailers and Corporations
Assistant teacher
oak ridge children’s academy
04.2003 - 05.2004
- Responsible for taking care of the children.
- All my efforts, energies and thoughts were concentrated on providing not just care, but quality care to the children entrusted to me.
Education
high school diploma - Marketing Essentials
oak ridge high school
05-2004
Travel & tourism - General Education
Mid Florida Tech
05-2004
Registered nurse - General Education
Valencia community College
07-2026
Skills
- Management
- Maintain store daily activity logs and assist with inventory
- Proven record of managing cash drawer
- Effective planning and organizational skills
- Computer Skills
- Ability to write/speak clearly and concisely
- Knowledge of Office 365, Microsoft Word, Excel, and PowerPoint
- Sales
- Highly skilled in greeting customers in courteous manner
- Exceptional interpersonal skills
- Communication
- Well-developed communication skills
- Work well independently and as part of a team
- Extremely customer focused
- Leadership
- Ensure customers have an outstanding shopping experience by making sure each Associate and Sr Associate is accountable for their job functions
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Atento (State of Maryland) Call Center
02.2021 - 07.2021
CUSTOMER SERVICE REPRESENTATIVE
FLDEO Call Center
07.2020 - 09.2020
Mailhouse QA/QC Process / Image Review
CONDUENT SUNPASS
03.2019 - 07.2020
SENIOR CUSTOMER CARE ANALYST
CONDUENT SUNPASS
03.2017 - 03.2019
CUSTOMER SERVICE REPRESENTATIVE
CHASESOURCE CONDUENT SUNPASS
09.2016 - 03.2017
Lead, customer service
the sports authority
07.2004 - 07.2016
Assistant teacher
oak ridge children’s academy
04.2003 - 05.2004
Registered nurse - General Education
Valencia community College
Travel & tourism - General Education
Mid Florida Tech
high school diploma - Marketing Essentials
oak ridge high school