Adriejuana Jordan
Chicago,IL
Summary
Recognized by taking leadership roles Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
2026
2026
years of professional experience
Work History
Technical Support Agent
HR Block
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Activated accounts for clients interested in new services.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
Senior Customer Service Specialist
Teleperformance
12.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Utilized CRM software to track customer interactions and optimize follow-up actions.
- Trained new team members on company policies and best practices in customer service.
- Analyzed customer feedback to identify areas for improvement and implement solutions.
- Developed training materials that improved staff knowledge of product offerings.
- Implemented strategies that reduced response times for customer inquiries.
- Worked closely with management on initiatives focused on reducing churn rates through proactive engagement efforts targeting at-risk accounts before they lapsed into disengagement status due to dissatisfaction or other factors.
- Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
- Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Utilized CRM systems effectively to track customer interactions, ensuring seamless transitions between team members and providing customers with consistent support across multiple touchpoints.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Processed, scheduled and executed customer orders for new and established customers.
- Delivered prompt service to prioritize customer needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Representative
Centene, Superior Health Services
08.2021 - 05.2023
- Work from home
- Customer service representative
- Handled claims
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and backed up other customer service managers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
Internet Sales Representative
Apple Chevrolet
01.2019 - 06.2021
- Corresponded with online customers to address questions or complaints about products, policies, or shipping methods.
- Analyzed customer feedback to identify areas of improvement in online shopping experience.
- Developed relationships with suppliers to facilitate timely delivery of products.
- Negotiated with suppliers to secure best prices for products.
- Responded to customer issues and resolved complaints by leveraging expert knowledge.
- Tracked inventory and reviewed retail trends to make timely and proactive business decisions.
- Created promotional campaigns to boost sales and drive customer loyalty.
- Researched and developed new products to meet customer demands.
- Improved monthly sales with successful marketing, sales and customer relations approaches.
- Utilized various analytics tools to track customer behavior and optimize website layout.
- Uploaded digital media to online storefront, auction sites or other shopping Web sites for advertising purposes.
- Monitored trends in online retail to identify new opportunities for growth.
- Developed successful online sales operations from scratch by establishing and following strategic vision, mission and operational plans.
- Managed customer service inquiries and complaints for customer satisfaction.
Education
No Degree - Criminology
Indiana Institute of Technology
High School Diploma -
Harlan Community Academy High School
06.2017
Skills
- Microsoft Word, Excel, PowerPoint, Google Docs/Slides/Sheets/Forms/Meet, Zoom, Canva, and Slate
- Proficient in social media platforms including Facebook, Instagram, Snapchat, YouTube and Twitter; ability to promote community outreach activities and events via social media posts
- Software Diagnosis
- Case Support
- Account Changes
- Windows 10
- Desktop Support
- Hardware Upgrades
- Account Management
- Agent Support
- Microsoft Word
- Microsoft Certified Solutions Associate (MCSA:) Name of Microsoft Technology
- Staff Training
- Active Listening
- Microsoft Excel
- Customer Relations
- Credit Card Payment Processing
- System Implementation
- Conflict Mediation
- Multi-Line Telephone Operation
- Call Volume and Quality Metrics
- Project Management Abilities
Timeline
Senior Customer Service Specialist
Teleperformance
12.2023 - Current
Customer Service Representative
Centene, Superior Health Services
08.2021 - 05.2023
Internet Sales Representative
Apple Chevrolet
01.2019 - 06.2021
High School Diploma -
Harlan Community Academy High School
Technical Support Agent
HR Block
No Degree - Criminology
Indiana Institute of Technology
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