Alecia Jordan
Forney,TX
Summary
Professional Lead Clerk which continually maintains positive attitude while interacting with demanding clients. Primary point of contact for both in-house and external phone queries.
Overview
12
12
years of professional experience
Work History
Lead Clerk
United States Post Office
11.2015 - Current
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Interacted with customers by phone, email, or in-person to provide information.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Maintained filing system and organized customer documents for easy retrieval of information.
Tier 2 Technical Support Specialist
Iqor
08.2013 - 09.2015
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
Tier 2 Technical Support Representative
Pinnacle Staffing (AT&T)
02.2012 - 03.2013
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
Education
Information Technology
Dallas County Community College
Dallas, TXMedical Assistant - Medical Assisting
Remington College
Fort Worth, TX03.2006
High School Diploma -
Carroll High School
Monroe, LA05.1993
Skills
- Records Analysis
- Data Tracking
- Information Classification
- Paperwork Processing
- Quality Control
Timeline
Lead Clerk
United States Post Office
11.2015 - Current
Tier 2 Technical Support Specialist
Iqor
08.2013 - 09.2015
Tier 2 Technical Support Representative
Pinnacle Staffing (AT&T)
02.2012 - 03.2013
Information Technology
Dallas County Community College
Medical Assistant - Medical Assisting
Remington College
High School Diploma -
Carroll High School