Oshane A Gordon

Experience

• 

  The University of the West Indies, Mona Campus

  Aug 2013 - Aug 2016

  Student
• 

  Sutherland

  Sept 2014 - Aug 2023

  As an Associate Manager, my tasks include overseeing and optimizing my team that handles inbound calls for a multibillion-dollar company. This position involves managing a team of 21 customer service agents and 2 supports, with a focus on the following areas:Performance Management:· Monitor and evaluate the performance of each agent to ensure adherence to established service standards and key performance indicators (KPIs).· Develop and maintain performance metrics and reports to track individual and team progress.Payroll and Workforce Management:• Oversee agent scheduling and shift assignments to ensure adequate coverage for inbound call volumes.• Manage payroll processes, including timesheet approval and tracking of attendance and leaves.Team Development:• Conduct monthly performance reviews and provide constructive feedback to agents.• Identify opportunities for career development and facilitate growth within the team.Coaching and Support:• Provide ongoing coaching and mentorship to agents to improve their customer service skills, problem-solving abilities, and communication.• Address agent concerns, conflicts, and issues promptly and effectively.• Foster a positive and motivating work environment that promotes teamwork and employee engagement.Quality Assurance:· Implement quality assurance processes to ensure consistent and high-quality customer interactions.· Conduct regular call monitoring and evaluations to maintain service standards.· Work closely with agents to address performance gaps and implement improvement plans.Customer Satisfaction:• Collaborate with other departments to address customer complaints and escalations.• Develop strategies to improve overall customer satisfaction and loyalty.Data Analysis and Reporting:• Utilize data analytics tools and software to analyze call center performance data and trends.• Prepare and present reports to senior management with insights and recommendations for process improvements. Show less As a Senior Consultant/Subject Matter Expert (SME) my key responsibilities include the below:Team Support: Assisting the manager in managing and supporting the team's daily operations, ensuring smooth workflow and adherence to performance metrics.Floor Support: Providing real-time assistance to agents, helping them address customer inquiries, resolve issues, and handle challenging situations effectively.Escalated Calls: Handling escalated customer calls or complex issues, demonstrating expertise in the subject matter to resolve issues promptly.Daily Reports: Compiling and providing daily reports to the manager, highlighting key performance metrics, areas for improvement, and recommendations for enhancing team performance. Show less As a customer service agent taking inbound calls, I was a frontline representative of a multibillion-dollar company that handles incoming calls from customers seeking assistance, information, or support. In this role, I listen actively to the callers' concerns, inquiries, or issues, and provide courteous and effective solutions or guidance. They may address a wide range of topics, including product or service inquiries, technical support, billing inquiries, and more. Key responsibilities include resolving issues, answering questions, recording information accurately, and ensuring customer satisfaction. Excellent communication, problem-solving, and empathy are essential skills for a customer service agent taking inbound calls, as they aim to deliver exceptional service. Show less

  • Associate Manager

    Apr 2018 - Aug 2023

  • Senior Consultant

    Oct 2016 - Apr 2018

  • Consultant

    Sept 2014 - Oct 2016
• 

  PUMA Group

  Oct 2023 - now

  As a Retails Supervisor for Puma , I oversee daily operations, manages staff, ensures a smooth shopping experience for customers, handles inventory, and contributes to achieving sales targets. My daily task play a key role in maintaining store standards, implementing policies, and fostering a positive work environment.

  • Retail Supervisor

    Dec 2023 - now

  • Retail Sales Associate

    Oct 2023 - now