JORDONN MITCHELL
MEBANE,NC
Summary
Senior level client success representative with 10+ years experience working, leading, and training call center teams. Consistently handled 80+ calls daily, (tech support, customer service, retention) maintained top 3% in department for client retention and developed training curriculum presented in online classroom environment. Completion of Certified Medical Administration Certificate, Life Insurance license and 50+ WPM typist with attention to detail and ability to exceed department expectations consistently.
Overview
7
7
years of professional experience
Work History
RETENTION SPECIALIST
SimpliSafe
05.2022 - 12.2022
- Consistently ranked among top 3% in the department while contributing to development of new hires
- Produced high quality saves by providing live diagnostic assistance and collaboration with other teams identifying real time solutions generating 72% save rate or above
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Increased team productivity by providing training on best practices for retaining customers.
- Provided detailed reports on departmental performance metrics, highlighting successes as well as opportunities for growth.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
SME APPOINTMENT SCHEDULER/TRAINER
UnitedHealth Group, Dept. of Veterans Affairs
01.2020 - 01.2021
- Identified vital information from patient records and Standard Episode of Care referrals, entering them into EMR
- Maintained safety and digital security of personal important information via token and VPN
- Acted as Support Team trainer, overseeing curriculum and guiding new-hires through 6 week-long UI training.
- Gathered, organized and input information into digital database.
- Improved user productivity and efficiency through system training and support.
T.E.X. (TEAM OF EXPERTS) TEAM LEAD
T-Mobile
05.2016 - 11.2019
- Led collaboration between departments to minimize retention and increase new subscriber enrollment
- Monitored adherence, percent to goal, first call resolution and quality assurance
- Diagnose and trouble-shot technical issues for mobile devices, tablets, sim cards and hotspot devices.
- Recorded time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Directed team of 12 engaged in troubleshooting, customer service and de-escalation
- Enforced performance metrics and coached agents to goal
ACCOUNT EXPERT
T-Mobile
05.2016 - 02.2017
- Answered inbound phone calls for account resolution such as billing, upgrading and service changes
- Created customer orders for new launch devices and completed set up with new lines and or sim cards
- Migrated old accounts from 'legacy' plans to new T-Mobile One, enabling optimization of smart devices
- Promoted subscriber self-service, reducing customer effort, thus exceeding first-call customer satisfaction goals.
Education
BS, Business Administration -
CUNY School of Professional Studies
New York, NYCertificate of Medical Administration -
DURHAM TECH
Durham, NC06.2015
Skills
- Analytical and Critical Thinking
- Customer Relations
- CRM software proficiency
- Customer Relationship Management
- New Hire Orientation
- Trend tracking
- Customer Retention Strategies
- Decision-Making
- Retention Program Development
- Remote Conferencing and Communication
Timeline
RETENTION SPECIALIST
SimpliSafe
05.2022 - 12.2022
SME APPOINTMENT SCHEDULER/TRAINER
UnitedHealth Group, Dept. of Veterans Affairs
01.2020 - 01.2021
T.E.X. (TEAM OF EXPERTS) TEAM LEAD
T-Mobile
05.2016 - 11.2019
ACCOUNT EXPERT
T-Mobile
05.2016 - 02.2017
BS, Business Administration -
CUNY School of Professional Studies
Certificate of Medical Administration -
DURHAM TECH