DERRICK JORDAN
Lakeland,FL
Summary
Motivated customer services representative ready and willing to learn every aspect of the job and more. Adaptable and driven with strong work ethic and ability to thrive in team-based or individually settings.
Overview
22
22
years of professional experience
Work History
Call Center Sales / Retention
Spectrum
09.2021 - Current
- Consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain
- Order processing within the billing system regarding all aspects of retained accounts
- New sales order entry, account lookup, and other tools and functions as they relate to the retention function
Customer Service Representative
Voxtur
03.2020 - 08.2021
- Act as a single point of contact for customers in default or facing imminent default
- Review accounts, research documents and system notes to determine the best course of action to correct account issues
- Answer inbound calls and make outbound calls to resolve delinquencies and offer workout alternatives to foreclosure
- Report on system queue progress, based on assignments
Customer Service Representative
Concentrix
08.2019 - 04.2020
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Contributed to company achieving and holding industry-leading customer service ratings
- Documented conversations with customers to track requests, problems and solutions
Co Branch Leader
Amscot
04.2007 - 03.2019
- Provide outstanding customer service to both internal and external customers in a very fast pace environment
- Proven ability to coach, teach and develop other financial service associates at all levels
- Mandatory compliance with all FDCPA practices daily while conducting collection calls
- Mandatory compliance with all State and Federal laws while conducting Cash Advance and Check Cashing transactions
- Consistently and accurately balance daily drawer, branch vault and ATM
- Ensured a passing audit through all fronts including deposits and security regulations
- Supervised and led employees to high performance levels in cross-functional matrix management structure
- Developed strategy and managed market communications that drove product demand
Store Manager
RadioShack
01.2002 - 03.2007
- Directed and supervised engaged in sales, inventory-taking and reconciling cash receipts
- Analyzed and grew sales while keeping up with inventory
- Wrote order request to replenish merchandise
- Addressed and corrected sales staff communication issues in an effective manner
- Scheduled and lead weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns
- Oversaw receiving and display of incoming products, meeting planned promotions and seasonal rotation for sales events
- Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency
Education
Computer Network Information - Computer Installation And Repair Technology
Florida Career College
Tampa, FL03.2021
Skills
- Quality Control
- Sales Report Generation
- Appointment Scheduling
- Investigations and Resolutions
- Sales and Upselling
- Problem-Solving Skills
- Training and Development
Timeline
Call Center Sales / Retention
Spectrum
09.2021 - Current
Customer Service Representative
Voxtur
03.2020 - 08.2021
Customer Service Representative
Concentrix
08.2019 - 04.2020
Co Branch Leader
Amscot
04.2007 - 03.2019
Store Manager
RadioShack
01.2002 - 03.2007
Computer Network Information - Computer Installation And Repair Technology
Florida Career College