Dondra Jordon

Accomplished Training and Development Manager with a proven track record at Shaw Industries Inc, enhancing workforce capabilities and engagement through innovative training solutions and leadership development. Expert in technical training and learning management systems, coupled with exceptional communication skills, led to a significant boost in employee performance and satisfaction. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Experienced professional with a strong background in technology-related roles. Proficient in system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.

• Change Management Practitioner
• Presenting with Power
• Certified SQS Auditor

ü D & B Credit & Financial Analysis – September 2003

ü Supervisory Skills – June 1995

ü How to Supervise Better – June 1989

ü EQA Facilitator Certification – November 1997

ü Effective Communication Skills Workshop – March 1992

ü Quality Service Skills – November 1991

ü Leaders for Life Program – December 2004

ü S.T.A.R.

ü Seven Habits of Highly Effective People – January 1996

ü ISO Standards

ü SQS (Shaw Quality System)

ü SQS Auditor

ü How to Prioritize and Organize

ü Time Management and Organizational Skills

ü Management Skills for First Time Supervisors

ü How to Conduct a Performance Appraisal

ü Interviewing Skills

ü Disciplinary Procedures

ü Preparation of Lien Waivers, Joint Check Agreement, Letters of Credit Drafts

ü Basic, Intermediate and Advanced Negotiation Skills

ü D & B Correspondence and Letter Writing

ü Claims Processing for Shaw Contract Flooring

ü Payment Processing via Lockbox

ü Hard Surface 101

ü Hard Surface Claims Procedures

ü EQA

ü Q101

ü Hard Surface Claims 02/00

ü Hard Surface Claims 03/00

ü Hard Surface Claims 04/00

ü How to Survive a Hostile Situation

ü Claims 101

ü Claims Warranty

ü Who Moved My Cheese

ü Laminate Installation

ü Credit Card Processing

ü Intro to Hardwood

ü Team Building

ü Credit 101

ü Flooring America Commercial Procedures

ü AIA Billing Procedures

ü Ceramic Tile Installation

ü EVA

ü Introduction to Passport

ü NCS – Lien Laws

ü Diversity Training

Workforce

Workday Application

Workday Learning

Genesys Phone System

I3 Phone System

EBX Platform

Credti Dashboard

Claims 3D (upcoming implementation)

Disaster Recovering and Business Continuity

• 44 Years with Shaw and in Financial Services
• Job Roles over these 44 years that led to my current leadership role: Administrative Assistant, Data Control Clerk Data Control Manager, Document Imaging Manager, SQS Manager, SQS Auditor, Systems Project Management, Retail Customer Relations Manager, Manager of Operations - Retail Financial Servicesk Credit Manager

Manage all aspects of day-to-day operations of the Data Control area. Developed Data Control procedures and trained Data Control and department employees on those procedures. Other responsibilities as Data Control Manager included:

• Project Management
• Budget review
• Training
• Preparing performance reports
• Conduct new hire orientation
• Develop a Financial Services Sales Orientation Manual
• Schedule sales trainees for training in Financial Services and assign specific managers to cover sections of the manual
• Maintain selling company listings with monthly reporting to controller
• Order and maintain department supplies
• Prepare/calculate all Financial Services employee time cards for payroll
• Maintain Financial Services employee attendance records
• Maintain Financial Services employee personnel files
• Order computer equipment and software
• Request and schedule computer installs and moves
• Request and schedule telephone installs and moves
• Request computer ID's for new employees

Maintain credit letter system

Accomplishments

Ø Performed in-depth assistance in the continued development of credit screens and their functions and parameters.

Ø Assisted in the development and maintenance of Financial Services policy and procedure manuals for credit, collection and data control.

Ø Performed in-depth assistance in creating the Credit Letter System

Ø Performed in-depth assistance in the merging of data and other related computer information during four acquisitions. Assisted in developing training materials and trained new team members of those acquisitions on department credit and collection policy and procedures.

Ø Served as Secretary for the Financial Services Quality Improvement Team.

Ø Prepared and performed quarterly presentations of specific assigned elements of the Financial Services Management Grid to Corporate Senior Management.

Ø Served as Project Manager with the responsibility of coordinating all computer system projects for Financial Services with Information Services which included follow up and weekly reporting of progress to Senior Management

Ø Served on the Project Success Credit Re-engineering Team

Ø Assisted in the development of bringing the credits and claims departments together forming Financial Services.

Manage, lead and support dotted line Service Representatives of outlying Shaw Carpet Showplace and Rug Décor locations and provide training on the point of sale system for use in retail claims initiation and resolution. Manage and supervise internal service representatives of the Financial Services Retail Department in the retail claims initiation and resolution of claims for outlying New York Carpet World locations.

• Lead, direct, supervise two (2) Customer Relations Supervisors and 3-25 Customer Relations Representatives
• Lead, direct and support 10-30 dotted line employees at remote Shaw Carpet Showplace and Rug Décor locations.
• Handle calls from New York Carpet World locations
• Handle consumer relations claims
• Schedule independent inspections to resolve claims
• Maintain independent inspections in data base
• Commissione independent inspectors and negotiate inspection fees.
• Assign installers
• Written correspondence to consumers and Better Business Bureau on claims resolution
• Prepare spreadsheet and billings to outside vendors for reimbursement of replaced defective goods not manufactured by Shaw Industries. Reports generated and reported to the Accounting Department to ensure receipt of payment
• Collect vendor credits
• Prepare and maintain complex performance reports, charts, graphs and spreadsheets for outlying Shaw Carpet Showplace and Rug Décor locations. Distribute reports to senior management and facility managers to ensure full compliance with guidelines and corporate requirements.

Accomplishments

Ø Prepared training materials and traveled to Shaw Carpet Showplace Los Angeles location to train service representatives on the point of sale system, claims screens and claims initiation policy and procedures.

Manage, lead and support the dissolve or sale of Shaw Carpet Showplace, Rug Decor and New York Carpet World locations. Work to resolve outstanding claims for each location. Handle consumer claims for those locations no longer operating or owned by Shaw Industries, Inc.

• Lead, direct and supervise 3-20 employees
• Handle consumer claims reported direct to Retail Claims Department
• Handle consumer claims received by the company’s President and report results/resolutions
• Collect vendor credits for defective non manufactured Shaw goods
• Handle consumer complaints filed with the Better Business Bureau
• Author professional correspondence to consumers and vendors
• Maintained database of consumer complaints filed with the Better Business Bureau and those through the company Presidents office and provided monthly reports of progress and or resolution of those complaints to the Director of Financial Services the company President

Spectra (previously know as Shaw Contract Flooring)

Western Canada

Contract - Alabama, Georgia, Florida, Mississippi, Louisiana, Tennessee, North Carolina, South Carolina

Manage all aspects of day-to-day responsibilities of assigned accounts receivable area. Apply the company’s credit and collection policies, procedures and practices in a manner that will result in maximum sales, sound receivables and their prompt conversion to cash. Protect Shaw’s accounts receivable using discretionary, sound judgment in making credit decisions that strongly impacts the company’s profit/loss and customer satisfaction.

• Review all supporting information to make a credit decision in granting credit to customers. Review and analysis includes, but is not limited to, financial statements, bank references, supplier references, Dun and Bradstreet reports and Round Table reports.
• Negotiate a Personal and/or Corporate guaranty in order to grant credit terms
• Consistently review customers accounts receivable balances to ensure timely payment within terms and that balances not exceed established credit lines.
• Perform monthly credit line reviews/updates
• Collection management of past due sample and merchandise invoices and unearned deductions through review of daily work queue, consistent tracing, making telephone calls, and correspondence that may include letters, faxes and/or emails.
• Assist in resolution of claims to resolve outstanding current or past due balances
• Review and make decisions in relation to order handling and payment arrangements. Arrangements might include obtaining contract information, review of contracts and/or merchandise agreements. Facilitate joint check agreements or filing notice to owner in compliance with lien laws of the job state.
• Preparation of paperwork and information to submit to NCS for filing lien notice or pre-liens with continued follow up until debt is paid or appropriate action is taken to resolve the debt.
• Review and maintain aged exception check items and credit memos for use by the customer or prepare for refund to comply with the Unclaimed Property Laws.
• Review accounts for being placed for collection and written off to bad debt.
• Negotiate installment notes

Accomplishments

Ø Lead, direct and supervise 3-5 employees

Ø Served on the Project Success Accounts Receivable Re-engineering Team which led to the now implemented web based Aged Trail Balance and Cash Application System.

Ø Currently serving on the Project Success Data Control Re-engineering Team which is now in the final stages for review before implementation.

Ø Served on the Quality Improvement Team as Recognition/Pride Day Chairperson.

Responder' the Disaster Recovery Team as First Responder on the Project Success Accounts Receivable Re-engineering Team which led to the now implemented web based Aged Trail Balance and Cash Application System.

Ø Currently serving on the Project Success Data Control Re-engineering Team which is now in the final stages for review before implementation.

Ø Served on the Quality Improvement Team as Recognition/Pride Day Chairperson.

Ø Member of the Disaster Recovery Team as First Responder.