Customer Service Manager

LYFANCIA GORDON

Bear Run Road, Brampton, Ontario

Tel: 437-***-**** Email: **************@*****.***

www.linkedin.com/in/lyfancia-gordon-8962a0139

PROFESSIONAL HIGHLIGHTS

Over 10 years experience in Administrative Management, Performance Management and Customer Service.

Strong interpersonal, written, and verbal communicating skills.

Motivated achiever and team player with demonstrable ability to contribute effective solutions to business processes.

Proven ability to improve employee satisfaction by developing and implementing initiatives to engage employees.

Excellent strategic and operational planner capable of managing multiple projects in tandem without compromise to quality.

PROFESSIONAL EXPERIENCE

MEMBER ADVOCATE REPRESENTATIVE

ABL EMPLOYMENT, BRAMPTON, CANADA 2019 2020

Responded to customer emails in a professional manner

Entered customer communication updates into the internal Customer Relationship Management software

Assisted members with redemptions, point balance and other account inquiries

Helped to educate members on the benefits of their program

Provided various tools and resources to solve problems and deliver the best member experience

ADMINISTRATIVE MANAGER

UNICOMER (COURTS) JAMAICA LIMITED, JAMAICA 2006 2018

Facilitated weekly professional and personal development coaching sessions with employees.

Assisted the Human Resources Department with onboarding and offboarding processes at branch level.

Conducted semi-annually and annually employee performance appraisals for approximately 15 employees.

Increased customer satisfaction by providing professional customer support, responding to customer comments and resolving complaints effectively.

Responsible for the collection of employee complaints and incident reports (employees and customers) and with the support of the Human Resources Department assisted with follow up and resolutions in accordance with organizational policy.

Analysed systems, policies and procedures for efficiency and made recommendations where changes were necessary.

Managed and motivated a team of 15 persons to increase efficiency daily and ensured that Key performance indicators are met

Monitored the disbursement and operation of the Remittance Express and management of petty cash float

Ensured standards for quality customer service are met; responded to customer comments and complaints.

Recommended the promotion, transfer and termination of office staff as necessary

ACTING BRANCH MANAGER

UNICOMER (COURTS) JAMAICA LIMITED JAMAICA 2011 2012

Increased and maintained an 87% employee engagement score through the creation and implementation of various initiatives.

Facilitated weekly professional and personal development coaching sessions with employees.

Assisted the Human Resources Department with onboarding and offboarding processes at branch level.

Conducted semi-annually and annually employee performance appraisals for approximately 20 employees.

Conducted information sessions with local schools and the surrounding communities about the product and services of the company improving customer product knowledge and in turn increasing branch profitability.

Increased customer satisfaction by providing professional customer support, responding to customer comments and resolving complaints effectively.

Responsible for the collection of employee complaints and incident reports (employees and customers) and with the support of the Human Resources Department assisted with follow up and resolutions in accordance with organizational policy.

Analysed systems, policies and procedures for efficiency and made recommendations where changes were necessary.

EDUCATION & PROFESSIONAL DEVELOPMENT

Harmonized Life License Qualification Programme, 2019 - 2020

Olivers Learning Institute Ontario, Canada

Bachelors of Science in Economics and Statistics, 2003 - 2006

University of the West Indies Mona, Jamaica

Accredited by World Education Services as Canadian equivalent 4 year degree

REFERENCES AVAILABLE UPON REQUEST

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