CHELSEA JORDAN
Belleville,IL
Summary
Data Analyst with strong problem-solving skills with the ability to extract, analyze, and present data from multiple sources via presentation applications such as Tableau. Utilizes Python, SQL, Excel, and other tools to collect data and provide thorough analysis, identifying trends and anomalies. Believes that data quality is of the utmost importance. Works collaboratively with team members and stakeholders to ensure appropriate data-driven decisions are made. Strong time management and prioritization skills, coupled with excellent communication skills. Enjoys developing and conducting presentations that support business decisions.
Overview
5
5
years of professional experience
Work History
Client Support Specialist
TheKey
09.2023 - Current
- An experienced professional at TheKey, a pioneer in concierge-based care, facilitating successful aging at home for clients
- Committed to preserving dignity, safety, and independence, and dedicated to delivering exceptional client care
- Manages incoming inquiries from potential clients, facilitates intake procedures, and adeptly addresses calls from both clients and caregivers to coordinate home care schedules and fills open shifts
- Maintains unwavering adherence to HIPAA regulations, ensuring the utmost protection of data privacy and regulatory compliance
- Delivers exceptional customer service to both caregivers and clients, offering white-glove support
- Assists caregivers in clocking in and out of their shifts, ensuring smooth time tracking
- Facilitates the process of matching caregivers with available shifts and optimizes scheduling efficiency
- Adheres to and upholds rigorous company policies and standards to maintain compliance
- Acts as a vital intermediary between company offices and caregivers, ensuring effective communication and coordination.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
Remote Customer Service Representative
Discover Financial Services
07.2020 - 03.2023
- Tapped to provide world-class service to customers of the leading multibillion-dollar digital bank and payment services company
- Handled multiple routine customer service inquiries and problems with empathy while simultaneously utilizing scripts and
- Procedures and navigated computerized systems to input data accurately and efficiently
- Contributed to an increase in performance
- Across various metrics, including customer satisfaction, retention, and upsells through improved processes, policies, and execution
- Fielded 100+ inquiries daily via phone, chat, and email, achieving a 30% increase in overall customer satisfaction rating
- Collaborated with clients to identify needs and implement solutions, driving a 25% boost in retention
- Achieved one-call resolution for 95% of escalated calls regarding quality complaints and concerns
- Monitored and analyzed customer feedback, leading to the implementation of 10 new customer improvements with a 15% increase in customer satisfaction rating
- Suggested alternative products/services to 25% of customers, propelling 20% growth in cross-selling/up-selling revenue
- Instituted customer service policies, leading to a 25% reduction in customer complaint resolution time
- Identified and resolved technical issues related to online accounts via mobile app and computer
- Accelerated monthly customer service metrics and goals by ~20%
- Managed the processing of customer cards to answer questions on the order status of shipments, statements, card member agreements, and refund checks
- Received the company’s ACE award for best monthly call/chat conversation 2x per year during tenure
- Contributed to overall team success, achieving, and maintaining the #1 rank out for six out of eight months
- Recognized for consistently landing in the top three for best surveys each month.
Front Desk Receptionist
Lindenwood University
08.2018 - 04.2019
- Served as the face of the company for 50+ visitors daily, responsible for delivering excellent customer service to students, parents, and school staff
- Managed a wide range of front office functions, including answering phones, scheduling appointments, filing and updating records, operating computers, fax machines, and photocopiers
- Leveraged expertise in the organization’s computer database to enter and retrieve information, achieving a 30% reduction in errors and 2-minute average response time for guest inquiries
- Increased office efficiency 25% by effectively handling administrative tasks and adhering to processes and procedures
- Generated and updated confidential records for ~500 students and staff, ensuring 100% compliance
- Coached staff in company safety and security policies, resulting in a 0% incident rate for accidents and security breaches
- Volunteered at community events, contributing to logistics and promotions, and achieving a 50% increase in donations.
Education
Savvy Coders Data Analytics + Python Boot Camp – -
SavvyCoders
St Louis2023
Skills
- Python – Created scripts manipulating databases and conducted data analysis through NumPy, Pandas, Matplotlib libraries in Visual Studios Code and Jupyter Notebooks Familiar with web scraping and APIs for data ingestion
- SQL – Utilized SQLite in DB Browser to wrangle and query data, producing scripts for data analysis
- Excel – Used advanced Excel functions, data analysis, and pivot tables
- Tableau – Developed visualizations of analyzed data and produced dashboards providing intuitive projection of project
- Git/GitHub – Used for version control, repository management, and showcase of portfolio
- Agile – Received Fundamentals Certified Professional (ICAgile) Experience in Scrum Methodology, Daily Standups, Spring Planning, and Retrospectives using Jira
Timeline
Client Support Specialist
TheKey
09.2023 - Current
Remote Customer Service Representative
Discover Financial Services
07.2020 - 03.2023
Front Desk Receptionist
Lindenwood University
08.2018 - 04.2019
Savvy Coders Data Analytics + Python Boot Camp – -
SavvyCoders