Ieisha Jordan
Macon
Summary
Resourceful professional in emergency response coordination with a proven track record of high productivity and efficient task completion. Expertise in rapid decision-making, clear communication, and advanced logistical planning enables effective prioritization of tasks under pressure while managing complex schedules. Demonstrated ability to navigate challenging scenarios with calmness and resilience, making a significant impact in fast-paced environments. A strong work ethic and exceptional interpersonal skills foster collaboration and adaptability, ensuring seamless integration into any team dynamic.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
GEICO, Government Employees Insurance
02.2020 - Current
- Resolved customer inquiries efficiently through various communication channels, enhancing overall satisfaction.
- Documented and tracked customer interactions using CRM software to ensure accurate records.
- Analyzed customer feedback to identify trends and recommend improvements to service delivery.
- Led initiatives to enhance customer retention strategies, contributing to long-term client relationships.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Night Auditor
TownePlace Suites by Marriott
09.2016 - Current
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Reported any discrepancies immediately upon discovering them.
Guest Service Manager
Fairfield By Marriott
06.2014 - 11.2019
- Assisted in the recruitment, training and management of Guest Service staff.
- Monitored customer service operations to ensure quality standards were met.
- Developed strategies to increase customer satisfaction levels and reduce customer complaints.
- Maintained accurate records of all guest interactions, inquiries and complaints.
- Conducted regular performance reviews for guest service staff members.
- Resolved conflicts between customers and staff in a timely manner.
- Identified areas of improvement in order to maximize efficiency of operations.
Guest Service Manager
Holiday Inn Express Hotel
07.2010 - 01.2014
- Monitored customer service operations to ensure quality standards were met.
- Provided support with day-to-day operational issues related to guest services.
- Created reports on daily transactions and sales activity for management review.
- Implemented new processes and systems to enhance the overall customer experience.
- Gathered feedback from customers through surveys or other methods to measure satisfaction levels.
- Analyzed statistical data regularly to identify trends or opportunities for improvement.
- Prepared weekly schedules for all guest service personnel.
Education
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZ08-2018
Skills
- Emergency response planning
- Understanding of global locations
- Client support coordination
- Vehicle repair analysis
- Ability to manage stress
- Strategic communication coordination
- Customer engagement
- Accurate data entry
- Strong task management
- Strong organizational skills
- Effective communication
- Effective verbal communication
- Managing call volumes
Accomplishments
Training and Development: Trained a team of 10 new hires, reducing onboarding time by 15% and improving overall team performance. Increased Customer Satisfaction Score: Boosted the company’s customer satisfaction score from 80% to 92% within one year. Complaint Handling: Efficiently handled a 50% increase in customer complaints during peak season, maintaining a positive feedback rate Award-Winning Service: Part of a team that won the "Best Customer Service Team" award in a national competition.
Affiliations
- Teamwork
- Collaboration
- Organizational skills
- Problem solving
- Critical thinking skills
- Decision making
- Time management
- Creative thinking skills
- Hard work
- Business skills
- Active listening skills
Certification
- TripAdvisor GreenLeaders Program
- Diamond Award for the Top 5 Best Hotels
- Safehotels Alliance Certification
Languages
English
Native or Bilingual
Interests
- Offering time and support to shelters for the homeless, women, and animals
- Getting involved in local advocacy groups to promote positive change in the community
- Community Cleanup
- Animal Welfare Advocacy
- Homelessness Outreach
- Youth Development Programs
Education and Training
other
Timeline
Customer Service Representative
GEICO, Government Employees Insurance
02.2020 - Current
Night Auditor
TownePlace Suites by Marriott
09.2016 - Current
Guest Service Manager
Fairfield By Marriott
06.2014 - 11.2019
Guest Service Manager
Holiday Inn Express Hotel
07.2010 - 01.2014
Associate of Arts - Business Administration
University of Phoenix