Melissa Gordon
About Melissa Gordon
Melissa Gordon is an experienced Account Manager at Travelport, where she has worked since 2019, and has held various roles in the contact center industry for over twenty years, with expertise in Corporate Travel and Telecommunications.
Work at Travelport
Melissa Gordon has been employed at Travelport since 2016, holding two distinct roles. She currently serves as an Account Manager in Halifax, Canada Area, a position she has held since 2019. Prior to this, she worked as a Strategic Process Improvement Manager in Ottawa, Canada Area. In her roles, she focuses on enhancing customer satisfaction and improving Net Promoter Scores, leveraging her extensive experience in the corporate travel sector.
Education and Expertise
Melissa Gordon holds a Bachelor of Arts (BA) from Carleton University, where she studied from 1990 to 1993. Additionally, she completed a program in Travel and Tourism at Algonquin College of Applied Arts and Technology from 1993 to 1995. Her educational background supports her expertise in the travel industry, particularly in training and vendor management.
Background
Melissa Gordon has over twenty years of experience in the contact centre environment, with a focus on Corporate Travel and Telecommunications. She has worked in both Canada and Jamaica, gaining significant experience in BPO/Outsourcing, vendor management, and training management. Her career includes various roles at companies such as Eastlink and American Express, where she developed her skills in team management and customer service.
Previous Work Experience
Before joining Travelport, Melissa held several positions that contributed to her professional development. She worked as a Team Manager at Eastlink for ten months in 2009 and later served as a Vendor Relationship Manager at the same company from 2010 to 2015. Additionally, she was a Training and Quality Manager at Advantage Communications Inc. for five months in 2016 and spent seven years at American Express in roles including Corporate Travel Counselor and Team Lead.
Specializations and Skills
Melissa specializes in developing training materials and facilitating training sessions, particularly in the farm-to-table sector. Her strong focus on improving Net Promoter Scores and customer satisfaction has been a consistent theme throughout her career. She has demonstrated expertise in training management and vendor management, which are critical in her current and past roles.