Goran Geddes

Goran Geddes Customer Support Specialist-| https://www.linkedin.com/in/goran-geddes-13039b198 Lot 155 Blue Lagoon Ave, Seafort, Hellshire, Pormore, St.Catherine, Jamaica |- Dedicated and detail-oriented support professional with remote experience serving U.S. and Canadian companies. Skilled in customer service, technical support, and administrative tasks. Strong communicator with CRM expertise, focused on problem-solving, efficiency, and delivering accurate, positive experiences for customers and teams. Work Experience Order Entry Specialist May 2024 - May 2025 Franchisees First Pizza Hut | United States Handled high-volume phone orders remotely with speed and accuracy. Consistently met upselling goals, resolved customer issues, and delivered excellent service while using multiple systems in a fastpaced environment aligned with U.S. food service standards. Processed U.S.-based phone orders efficiently and accurately in a high-volume remote environment. Maintained excellent customer satisfaction through clear communication and fast service. Managed multiple systems simultaneously while resolving real-time issues. Assisted with resolving complaints and errors quickly, ensuring repeat business. Customer Service Representative/Technical Support/Trainer Apr 2021 - May 2025 Hinduja Global Solution Limited(HGS) | Jamaica Experienced in phone and email customer support, technical troubleshooting, and CRM tools. Promoted to Floor Support and backup Trainer, leading new hire training, guiding agents, and coordinating tasks using CRM tools like, Freshdesk, IM CRM, Outlook, and Microsoft Teams. Maintained a high customer satisfaction rating by resolving technical and service-related issues through both phone and email channels. Proficiently used CRM systems like Freshdesk, IM CRM, and NSA to document cases, track issues, and register customer devices accurately. Promoted to Email Support within the same year of joining due to consistent performance and strong problem-solving skills. Maintained a high customer satisfaction rating by resolving technical and service-related issues through both phone and email channels. Reduced resolution times by providing real-time assistance to tenured agents, helping improve overall team efficiency. Served as a Backup Trainer, successfully onboarding new hires and leading multiple On-the-Job Training sessions. Managed training schedules and sessions using Microsoft Teams and Outlook Calendar to ensure smooth coordination. Technical Support Representative Jan 2020 - Nov 2020 Advantage Communications Inc. | Jamaica Provided technical support for internet, TV, and phone services. Guided customers through troubleshooting, recommended solutions, and scheduled technician visits. Maintained accurate records using CRMs while balancing technical skills with high customer service standards. Delivered remote technical support for internet, cable, mobile, and landline services across Canada. Guided customers through step-by-step troubleshooting processes with clarity and empathy. Logged and escalated outages efficiently while maintaining customer trust. Identified upsell opportunities like Wi-Fi extenders and package upgrades based on customer needs. Balanced technical knowledge with excellent communication to drive resolution and customer satisfaction. Achieved both service and sales KPIs in a high-pressure call center environment. Handled complex technical issues independently, contributing to team knowledge sharing. Customer Support Representative Oct 2019 - Dec 2019 Sutherland Global | Jamaica Delivered personalized customer support through live chat and phone. Resolved order and design issues, processed replacements, and ensured satisfaction during time-sensitive moments. Excelled in a creative, fast-paced support environment with empathy and strong communication. Provided live chat and phone support for users customizing photo books and other personalized products. Resolved design and order issues promptly, reducing refund requests and repeat calls. Processed replacements and expedited shipping to meet customer expectations. Delivered empathetic service during sensitive customer moments (e.g., weddings, memorials). Achieved high customer satisfaction in a creative, high-demand support role. Administrative Assistant (Internship) Jun 2018 - Sep 2018 Caribbean Cement Company Limited | Jamaica Supported HR projects by collecting feedback, translating documents, and managing employee data. Maintained accuracy in Excel reports, improved communication processes, and strengthened administrative skills while contributing to department-wide improvements and internal updates. Entered employee records into a new HR system with 100% data accuracy. Managed multilingual documentation, translating HR materials from Spanish to English. Used Excel and Word to organize personnel files and prepare reports. Supported company-wide restroom renovation by collecting and analyzing employee feedback. Core Skills Microsoft Teams, Microsoft Outlook, Microsoft Excel, Multitasking, Order Taking, Active Listening, Adaptive Learning, Decision-Making, Physical Education, Customer Service, Troubleshooting, Unity, Revit, New Product Rollout, Enquiries, AutoCAD, Customer Relationship Management (CRM), Network Troubleshooting Tools, Continuous Improvement, Customer Satisfaction, Sales, Problem Solving, Calendar Management, Time Management, Upselling, Quick Learning, Detail-orientated, Tech-savvy, Team leadership, Clear Communication, Call Handling, Chat Support, Email Support Education Guy's Hill High School 9 Caribbean Examinations Council Secondary Education Certificates Sep 2008 - Jan 2014 Certificates EF SET English Certificate 81/100 (C2 Proficient) EF SET