Hector Jordan
Gordonsville,VA
Summary
Motivated Subject Matter Expert and Academy Proctor with over two years expertise in coaching and mentoring new hire agents as well as facilitating up-skilled classes. Consistently acknowledge for providing exemplary results while working with other coaches and training various classes. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel; Leverage exemplary skills in project management, analytics and fraud pattern detection; Consistently acknowledged for providing superior customer satisfaction.
Overview
31
31
years of professional experience
Work History
Officer, Fraud Client Svcs Rep
Bank Of America
01.2018 - Current
- Subject Matter Expert assisting team with mentoring best practices
- Academy Coach and Proctor for new hire and up-skilled agents
- Responsible for leveraging coaches to deliver new material, skill practices, and performing call listening
- Review accounts and individual transactions which appeared suspicious to customers in order to uncover possible fraudulent activity
- Deliver extraordinary customer service on inbound calls in fast-paced environment
- Participate in continuous team improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Recognized for outstanding achievements by management through multiple awards and bonuses
- Often recruited by management to provide training to team in best practices based on being top performer in exceeding various metrics and goals
- Perform duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe and ethical working environment
- Actively listen to customers, handle customer concerns regarding potential fraud quickly and efficiently, and escalate major issues per set guidelines
- Maintain outstanding attendance record, consistently arriving to work ready to start on time
Managing Member
Squeaky Clean Service, LLC
06.2019 - Current
- Established eco-friendly cleaning company that specializes in using simple, green, and highly effective solutions that are non-toxic to people's health and environment
- Oversee employees, and handle all new and existing accounts, which includes marketing, sales, and customer satisfaction
- Promote company by giving exciting and dynamic presentations to customers
- Create positive working environment where employees feel valued
Sales Consultant
CarMax
11.2016 - 12.2017
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
- Pursued existing and potential customers by phone, email and text message to generate leads and close sales
- Achieved high sales percentage with consultative, value-focused customer service and problem-solving skills while increasing sales by 10% annually
- Received recognitions and numerous awards for exceeding sales goals in timely manner while delivering excellent customer service
Master Personal Trainer
LA Fitness
06.2011 - 05.2016
- Designed specific workout and diet systems for individual clients based on performance ability while actively managing over 50 clients per week
- Developed, planned and led personal and group fitness sessions as well as well-known specialty fitness programs
- Educated exercise modifications and contraindicated movements to participating clients with history of injury
- Motivated and inspired clients to improve their overall fitness and health by focusing on mind and body connection
Office Manager
Sterling Service, Inc
05.1993 - 06.2011
- In charge of running all aspects of Accounting Department, which included Accounts Payable, Accounts Receivable, and Collections
- Conducted all bookkeeping, which included processing checks, entering vouchers, bank deposits, credit card sales, filing of sales tax, reports and monthly closing
- Oversaw all aspects of Accounts Receivables, which included processing invoices, running journals, aging reports, monthly closing, and collections on overdue accounts
- Performed all aspects dealing with Human Resources, such as processed payroll through ADP, maintained company manual, hired new employees, handled customer complaints, as well as managed employee benefits, health insurance, health savings accounts and retirement plan
- Initially hired as Customer Service Representative; after two years promoted to Service Manager; at fourth year promoted to Office Manager
Education
Personal Fitness Trainer Certification -
AAAI-ISMA
International Sports Medicine Association11.2012
Associate of Arts - General Studies
East Los Angeles College
Los Angeles06.1997
Skills
- Subject Matter Expert
- Academy Proctor
- Management
- Leadership
- Interpersonal Communication
- Multitasking Abilities
- Effective Communication
- Fraud Detection
- Data Analysis
- Bookkeeping/Accounting
- Microsoft Office Suite
- Strong Computer Skills
- Customer Service
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Managing Member
Squeaky Clean Service, LLC
06.2019 - Current
Officer, Fraud Client Svcs Rep
Bank Of America
01.2018 - Current
Sales Consultant
CarMax
11.2016 - 12.2017
Master Personal Trainer
LA Fitness
06.2011 - 05.2016
Office Manager
Sterling Service, Inc
05.1993 - 06.2011
Personal Fitness Trainer Certification -
AAAI-ISMA
Associate of Arts - General Studies
East Los Angeles College
Similar Profiles
Daniel NavaDaniel Nava
Lead Operations Representative at Bank of AmericaLead Operations Representative at Bank of America
Jessica CataldoJessica Cataldo
Senior Delivery Lead at Bank of AmericaSenior Delivery Lead at Bank of America
Robert MarcoRobert Marco
Lead Operations Representative at Bank of AmericaLead Operations Representative at Bank of America
Devi MaksutiDevi Maksuti
Personal Banker at Bank of AmericaPersonal Banker at Bank of America
David ApplerDavid Appler
Greenskeeper at Troon GolfGreenskeeper at Troon Golf