April Jordan
Grand Prairie,TX
Summary
Polite and professional Customer Service Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
10
10
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
10.2022 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
Housing Case Manager
Fort Worth Housing Solutions
03.2014 - 10.2022
- Assisted in the provision of housing to diverse populations including homeless families, individuals facing Domestic Violence, and Veterans dealing with mental health issues and/or substance abuse.
- Engaged in interviews with participants to ensure compliance with yearly re-certifications and clarify obligations related to the housing program as mandated by HUD.
- Efficiently organize and record program participant files, maintaining up-to-date documentation of daily interactions.
- Conducting weekly briefings and issuing housing vouchers to eligible participants.
- Provided counseling and problem-solving assistance to participants, facilitating resolutions with landlords and case managers.
- Provide regular updates on caseload status to supervisor through monthly reports.
- Managed inquiries and addressed issues related to specific contracts.
- Effectively managed caseload by ensuring timely updates and submissions of files.
- Established and nurtured relationships with local landlords to expand clients' housing options.
- Assisted clients in developing budgeting skills and financial planning strategies necessary for maintaining stable housing situations long term.
- Built strong relationships with local landlords to increase available housing options for clients in need.
- Oversaw housing plans for over 220 clients to promote timely transition to permanent housing and appropriate usage of housing subsidies.
Education
Bachelor's degree - Behavioral Health Science
Grand Canyon University
Phoenix, AZ08.2024
High school diploma or GED -
Metropolitan High School
Los Angeles, CA06.1987
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- De-Escalation Techniques
- Documentation And Reporting
- Prioritization
- Case Management
- Active Listening
- Data Entry
- Critical Thinking
- Documentation
Timeline
Customer Service Agent
Southwest Airlines
10.2022 - Current
Housing Case Manager
Fort Worth Housing Solutions
03.2014 - 10.2022
Bachelor's degree - Behavioral Health Science
Grand Canyon University
High school diploma or GED -
Metropolitan High School