Summary
Overview
Work History
Education
Skills
Timeline
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James Jordan

Overland Park,United States

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

21
21
years of professional experience

Work History

Credit Card Customer Service Representative

U.S. Bank
Overland Park , KS
02.2018 - 08.2024
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained up-to-date knowledge of fraud trends, techniques, and regulatory requirements affecting the industry.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Resolved customer complaints promptly and efficiently.
  • Answered customer inquiries via phone, email, and chat.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

Claims Representative

Farmers
Olathe , KS
05.2015 - 10.2017
  • Prepared and reviewed insurance-claim forms and related documents for completeness.
  • Maintained updated knowledge through continuing education and advanced training.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Utilized claims processing software to streamline workflow and increase efficiency.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Completed day-to-day duties accurately and efficiently.

REIT Portfolio Associate

DSW
Kansas City , MO
04.2014 - 05.2015
  • Completed day-to-day duties accurately and efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Maintained updated knowledge through continuing education and advanced training.
  • Maintained database records containing information about individual properties including lease terms, tenant profiles, operating expenses.
  • Worked with cross-functional teams to achieve goals.

Quality Supervisor

OptumRx
Overland Park , KS
03.2008 - 11.2013
  • Set and achieved product quality objectives while meeting product specifications.
  • Created, edited, and updated project manuals and technical documentation used by entire QA team.
  • Recommended improvements to systems and procedures for increased productivity.
  • Prepared reports detailing overall project progress according to established timelines.
  • Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
  • Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
  • Trained and led staff on proper QA standards.

Assistant Manager

Best Western Hotel
Atlanta , GA
11.2003 - 03.2007
  • Led a diverse team, overseeing recruitment, training, and development to ensure high-quality service standards.
  • Identified training needs among employees according to business requirements.
  • Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
  • Fostered relationships with local businesses and organizations to drive additional revenue streams.
  • Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
  • Built and maintained productive relationships with employees.
  • Evaluated job performance of staff members on an ongoing basis using established criteria.
  • Handled guest complaints and offered complimentary services for hardship cases.
  • Conducted regular inspections of rooms, common areas, facilities and safety equipment.

Education

High School Diploma -

Wisner Pilger High
Wisner, NE
05-1985

Skills

  • Customer service
  • Problem solving
  • Fraud detection
  • Regulatory compliance
  • Payment processing
  • Claims processing
  • Conflict resolution
  • Product knowledge
  • Report preparation
  • Issue and complaint resolution

Timeline

Credit Card Customer Service Representative

U.S. Bank
02.2018 - 08.2024

Claims Representative

Farmers
05.2015 - 10.2017

REIT Portfolio Associate

DSW
04.2014 - 05.2015

Quality Supervisor

OptumRx
03.2008 - 11.2013

Assistant Manager

Best Western Hotel
11.2003 - 03.2007

High School Diploma -

Wisner Pilger High

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James Jordan