Oshane Gordon Sales Development

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Sales Development Representative

HC development

May 2024 - Jan 2025 (9 months)

• Identify and generate new leads through various channels like cold calling, email campaigns, social media, and networking. • Research and assess potential customers to determine if they are a good fit for the company's products or services. • Utilize CRM (HubSpot) system to track interactions with prospects, manage leads, and ensure accurate data is maintained.

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Independent Contractor

Mod Squad

Aug 2023 - Apr 2024 (9 months)

• Handle issues on a daily basis on multiple channels; email, tickets, chat, phone and moderation. • Use multiple software and CRM, such as Zendesk, QuickBooks, Salesforce etc., to assist customers. • Schedule meetings and stay up-to-date with new information.

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Team Manager

Fusion BPO

Jun 2017 - Jan 2018 (8 months)

• Managing a team of 14 sales agents and providing support for escalated customer queries. • Utilized KPI metrics to help guide team performance through behavior driven coaching. • Provide coaching and leadership to the team with a focus on making sales and maintain customer satisfaction. • Generate and monitor reports to ensure quality and service levels are maintained and deficiencies are identified and repaired. • Worked with QAs and Human resource to develop training materials for the team. • Updated and maintained web-based training guides and how to guides.

Sales & Customer Service Rep

Sutherland Global Services

Nov 2014 - Nov 2016 (2 years 1 month)

• Answer customer emails and texts regarding existing member accounts. • Promptly respond to general inquiries and provide requested information. • Upsell and cross-sell based on customer needs. • Provided basic technical support and troubleshooting. • Set appointments for new installments and/repair services.

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Technical Engagement

ACCENT Marketing Ltd

Dec 2013 - Nov 2014 (1 year)

• Perfected knowledge of products, systems and troubleshooting techniques. • Resolve inbound and outbound issues and concerns; both hardware and software. • Research issues on various computer systems and databases to resolve complaints, answer inquiries and outline solutions. • Escalate or transfer calls to relevant department. • Document customer issues, concerns, and solutions.

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Outbound Sales Service Rep

Jamaica Agent Services

Sep 2012 - Nov 2013 (1 year 3 months)

• Conducted outbound telephone sales. • Managed and recorded all leads from outbound telephone marketing. • Set up new accounts, established customer credit, and set up payment methods. • Perfected knowledge of product, market, and sales strategy. • Emphasized product features based on analysis of customers' needs. • Contacted new and existing customers to discuss how their needs could be met with specific products and services. • Developed appointment management skills through my first sales role, where I learned about rebuttals and crafting effective sales pitches, enhancing my persuasive abilities essential for setting appointments and engaging customers effectively.

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Technical Support Representative

ACS, a Xerox Company

Dec 2010 - Sep 2012 (1 year 10 months)

• Perfected knowledge of products, systems and troubleshooting techniques. • Resolve inbound and outbound issues and concerns; both hardware and software. • Research issues on various computer systems and databases to resolve complaints, answer inquiries and outline solutions. • Escalate or transfer calls to relevant department. • Document customer issues, concerns, and solutions.

Oshane Gordon

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