Arzelia Jordan
Conyers,GA
Summary
Experienced customer service advisor with over 10 years of experience in proving great customer service, processing payments, loan payments, processing systems, call center, chat and, email support. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Payroll Specialist
08.2022 - 08.2023
- Hybrid
- Maintain high knowledge of all of Insperity's payroll policies and governmental regulations impacting payroll preparation
- Respond to and resolve all payroll inquiries, and make resultant changes
- Reviewed time records for 91 clients to verify accuracy of information
- Resolved payroll discrepancies quickly and successfully
- Provided customer service to employees regarding payroll inquiries and issues
- Verified and submitted timekeeping information for accurate and efficient payroll processing
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database
- Maintained strict confidentiality of all payroll information and records
Resolution Expeditor
The Home Depot
02.2018 - 07.2022
- WFH
- Operate as a sales & customer support expert that helps build, manage, and facilitate a network of service professionals across many trades
- Manage customer inquiries and offer retention incentives to loyal customers and account holders that had undesirable experiences
- Educate trade professionals about value of using, and partnering with THD Pro Referral
- Provide onboard training to service professionals, ensuring to have a complete understanding of THD Pro Referral website, mobile app
- Oversee client account management: assess and determine resolutions for client issues
- Investigated fraud, and abuse alerts received from back office for credit card transactions and account setups
- Serve as point of contact and provide knowledge base articles to educate customers on technical account management, rewards status, and claim statuses related to specific regulations, purchases and credit card support
- Provide superior customer service to ensure optimal client satisfaction and retention rates
- Triage 80+ inbound calls, and email inquiries from customers to assist with portal access, password resets, troubleshooting, and escalations to senior management
- Achieved average of 98% CSAT (customer satisfaction) goal each quarter for department and maintained 97% customer satisfaction survey rating
- Maintain customer records and documentation to provide any needed follow-up
- Acted as SME and, for new hires on THD Granada call center team
- Educated customers regarding store policies and procedures
- Processed customer online orders on THD website
- Consistently exceeded individual performance metrics and department goals
Lead Teller
Wells Fargo Bank
08.2014 - 12.2017
- Managed teller line employees, and accelerated team sales with coaching, and motivation to ensure goals were met for each individual and team
- Partnered with service manager on completing control tasks in timely manner
- Assisted customer over phone, with providing balances, making transfers, password resets, and other requests
- Trained new hires
- Acted as liaison for cross-functional projects during team meetings
- Process various payments, such as auto, mortgages
Education
High School Diploma -
Benton Harbor Sr. High
Benton Harbor, MILake Michigan College
Benton Harbor, MISkills
- Data Management
- Customer Accounts Management
- Issue and Resolution Tracking
- Analytical and Methodical
- Customer Service and Assistance
- Trained in Salesforce
- Knowledge Base
- Customer Retention Strategies
- Tax Support
- Order and Refund Processing
- Enrollment Assistance
- Understanding Customer Needs
- Call Control
- Customer Account Management
- Microsoft Office
- Documenting Calls
- Call Center Processes
- Customer Inquiry Response
- Client Relationships
- Calm and Professional Under Pressure
- Call Volume and Quality Metrics
Timeline
Payroll Specialist
08.2022 - 08.2023
Resolution Expeditor
The Home Depot
02.2018 - 07.2022
Lead Teller
Wells Fargo Bank
08.2014 - 12.2017
High School Diploma -
Benton Harbor Sr. High
Lake Michigan College