Jhordan Irven

• Documented customer correspondence in CRM to facilitate accurate tracking of requests, issues, and resolutions.
• Enforced quality control policies and procedures to enhance customer satisfaction.
• Addressed customer inquiries, questions, and concerns to ensure high-quality service delivery.
• Oversaw quality assurance procedures to ensure employee compliance and addressed non-compliance issues promptly.
• Implemented and refined strategies to gather post-production product feedback from customers.
• Redesigned and updated standard operating procedures to enhance process efficiency and foster effective communication.

• Manage an average of 60+ inbound interactions daily via phone, chat, and email, consistently exceeding KPIs for response time and resolution.

• Reduced average handle time (AHT) by 15% through the creation of a streamlined "Quick Response" template library for the team.

• Navigate dual-monitor setups and various cloud-based tools simultaneously to provide real-time solutions for technical product inquiries.

• Collaborated with the QA team to identify recurring software bugs, leading to a 10% decrease in related support tickets.

• Maintained a consistent "Exceeds Expectations" rating on monthly performance reviews regarding empathy and accuracy.

• Successfully transitioned from an office environment to 100% remote work during a company-wide pivot, maintaining zero downtime.

• Resolved billing disputes and processed returns, ensuring all financial transactions followed strict PCI compliance guidelines.

• Mentored 3 new hires on company-specific software and remote communication etiquette.