DRENA JORDAN
Portsmouth,VA
Summary
To obtain a challenging position that offers continuous growth and advancement in the utilization and enhancing of my skills. Dedicated Customer Service Team Member with unwavering commitment to customer service. Known for developing productive relationships, resolving complex issues and winning customer loyalty. Team-minded Customer Service Administrator offering 20+ years of experience working closely with other company departments to improve processes. Seeking customer service-oriented role with an established company.
Overview
23
23
years of professional experience
Work History
Lead Hostess
Ruby Tuesday
Suffolk, VA
09.2021 - 02.2024
- Cleaned and restocked counter areas and checked server supplies to facilitate operations.
- Responsible for greeting guest entering the restaurant.
- Seat guest at table with menus and advised who their sever would be.
- Assisted server with guest needs to ensure a great dinning experience.
- Assisted server with cleaning the tables and resetting for the next guest.
- Prepared, delivered, and set up of catering orders.
- Kept the salad bar area clean and stocked.
- Kept the bathrooms clean and stocked with toilet tissue, paper towels, hand soap, and sanitizer.
- I trained all new host/hostess.
- Assisted with preparing and handing out the to-go orders.
Cafeteria Assistant (Certified)
Legacy Learning
Portsmouth, VA
09.2019 - 12.2019
- Responsible for the timely preparation and serving of breakfast and lunch for daycare attendees and staff
- Provided weekly inventory of food items and supplies assisting the director with monthly menu items as well as items delivered daily
- Maintained cleanliness and sanitation of all cafeteria items ensuring proper standards were met in accordance with state and local guidelines.
Manager (Certified)
Zoe's Desserts
Portsmouth, VA
02.2018 - 07.2019
- Assisted customers with special personalized orders for weddings and birthdays
- Prepared daily display of pastries and other baked items while also maintaining adequate inventory of special orders
- Ensured the accuracy of daily transactions and sales drawer counts before and after each shift
- Inspected bakery area for cleanliness and sanitation in accordance with Virginia health guidelines.
Human Resource Recruiting / Customer Service
DJ Alorica (Verizon)
Norfolk, VA
03.2013 - 06.2015
- Responsible for answering and transferring incoming calls, scheduling interviews, and documenting daily call outs
- Maintained daily human resource functions inclusive of reviewing applicant resumes, preparing computers for applicant testing, and making copies when needed
- Distributed payroll checks to employees and hourly attendance records to various departments
- Assisted customer service representatives with payroll disputes.
Loss Mitigation Specialist
Avalon Bay Communities
Virginia Beach, VA
03.2012 - 01.2013
- Provided customer service to current and prior residents regarding billing issues
- Responsible for processing Statement of Deposit Activity for residents in accordance with state and legal deadlines
- Researched and completed all final statement disputes and refund checks according to Avalon Bay policies and procedures
- Maintained and created weekly tracing spreadsheets to complete refunds in a timely manner
- Analyzed accounts including but not limited to charges for damages, accelerated rent, and duplicate billing
- Worked with the Customer Service Operations Team and community staff to resolve resident disputes
- Performed routine office needs inclusive of data entry, filing, faxing, emailing customers, processing verifications of rent, and the confidential maintenance of customer information.
Universal Customer Service Specialist
Dominion Virginia Power
Norfolk, VA
03.2003 - 10.2010
- Provided customer service and billing resolutions for North Carolina, Virginia, West Virginia, East Ohio, and Pennsylvania
- Scheduled emergency service calls regarding gas odors and leaks
- Assisted customers with the resolution of billing issues while handling escalated claims requiring call backs to customers
- Prepared and documented information pertaining to accounts in need of review by the Pennsylvania Public Utilities Commission
- Referred customers to government agencies to apply for energy assistance in addition to contacting local dispatchers for updated information and reported electrical outages
- Accepted applications for new construction orders via WMIS while also performing daily office tasks related to data entry, filing, faxing, emailing, and maintaining confidential customer and employee information.
Customer Service Specialist / Customer Care Resolution Team (CCRT)
Coleman and Associates (Verizon)
Norfolk, VA
02.2001 - 03.2003
- Assisted customers with Verizon DSL billing system
- Researched and analyzed information to resolve Verizon DSL billing issues
- Created and retrieved consumer files handling customer inquiries while resolving issues and providing expedient closure
- Provided customer service that included equipment installation, online troubleshooting, upgrading, downgrading, and service cancellation
- Negotiated and implemented credit resolution for customers and consumers.
Education
Skills
- Customer Service
- Merchandising
- Administration
- Certified Food Service & Management
- Human Resources
- Loss Mitigation
- Policy Enforcement
- Reservations Coordination
- Guest Relations
- Strong Leadership
- Staff Training
Proficiency Skills Achievements
- Strong public speaking and organizational skills
- Proficient computer skills in Microsoft Word, PowerPoint, Excel, and Access.
- Excellent written and verbal communication skills
- Experience with MRI, OPS Technology, Salesforce, and Lotus Notes
- Trained in Fair Housing Practices and Americans with Disabilities Act
References
Available upon request
References
References available upon request.
Timeline
Lead Hostess
Ruby Tuesday
09.2021 - 02.2024
Cafeteria Assistant (Certified)
Legacy Learning
09.2019 - 12.2019
Manager (Certified)
Zoe's Desserts
02.2018 - 07.2019
Human Resource Recruiting / Customer Service
DJ Alorica (Verizon)
03.2013 - 06.2015
Loss Mitigation Specialist
Avalon Bay Communities
03.2012 - 01.2013
Universal Customer Service Specialist
Dominion Virginia Power
03.2003 - 10.2010
Customer Service Specialist / Customer Care Resolution Team (CCRT)
Coleman and Associates (Verizon)
02.2001 - 03.2003