John Michael Jordan
Alpharetta,GA
Summary
DEDICATED CUSTOMER SERVICE LEADER Customer-oriented and service-driven Customer Service Manager with strong professional experience in managing a full spectrum of executive programs and functions, while offering excellent administration skills, communication skills, leadership skills, and an understanding of organizational strategies to help meet corporate objectives. KNOWLEDGE, SKILLS & ABILITIES Strong rapport-building abilities Problem solving skills Project management coordination Well organized, professional, committed to excellence
Overview
20
20
years of professional experience
Work History
Area Installation Coordinator/Project Installation Manager •Customer Service Representative
- Met with customers onsite to develop installation strategy and coordinated with staff to facilitate access to product locations.
Account Sales Executive
The Coca Cola Company
Atlanta, GA
- Responsible for managing customer account base driving customer retention and account growth
- Manage new business lead process and develop relationships with distributors for new and competitive customers to Coca-Cola products and services
- Serve as the assigned customer’s primary point of contact for Coca-Cola and Minute Maid products and services
- Developed business relationships with key buying influences to implement strategic business plans
- Account Manager for the Subway Account Team managing the opening of new outlets to support account growth.
Chain and National Account Coordinator
Food Services
- Identified profitable business leads and built pipeline of prospective customers.
Manager
John Foy & Associates
Atlanta, GA
01.2020 - 01.2021
- Responsible for staffing, training, coaching, sales, and department leadership to increase sales metrics and client satisfaction
- Develop and implemented proven managerial and HR best practices, performance and call quality metrics, and leadership for a newly established call center department
- Implemented ambitious customer satisfaction goals to better enable customer service staff members to effectively meet and exceed goals.
Supervisor
Delta Dental Insurance Company
Atlanta, GA
01.2018 - 01.2020
- Responsible for providing supervisory support and leadership to contact center staff ensuring the efficient, accurate and timely handling of inquiries from all sources through all channels
- Manage the day-to-day operations of a high volume established call center by the supervision, coaching, and mentoring for customer service representatives and the escalation team leads
- Successfully managed employee performance by exceeding company metrics within time and budgetary commitments.
Team Manager
The Coca Cola Company
Atlanta, GA
01.2004 - 01.2018
- Affairs
- Esponsible for managing performance of a Consumer Communication Call Center Operation providing leadership to team and peers and developing departments capabilities
- Responsible for the managerial implementation in all aspects of customer service, including daily handling of customer contacts, escalations, and SLA contractual obligations
- Monitor performance, identify trends, and enforce departmental policies, procedures, and goals
- Conduct effective performance appraisals of direct reports, roundtable, and one-on-one feedback sessions, provide employee leadership, direction, coaching, and ensure all department and company policies procedures are followed
- Resolve quality-related issues with Company products or packages by reassuring, educating, and addressing consumers inquires
- Manage budget and fiscal responsibilities including operating and productivity objectives
- Build and develop relationships with peers and others to exchange feedback on product/service issues, identify and solve problems, assess needs, and achieve business results.
Centralized Business Manager
01.2001 - 01.2004
- Led company to successful product launch and growth by developing initial product roadmap and go-to-market strategy.
Education
Bachelor of Business - Marketing
State University of West Georgia
Skills
- Decision Making
- Employee Safety Training
- Assignment Delegation
- Policy and Procedure Writing
Timeline
Manager
John Foy & Associates
01.2020 - 01.2021
Supervisor
Delta Dental Insurance Company
01.2018 - 01.2020
Team Manager
The Coca Cola Company
01.2004 - 01.2018
Centralized Business Manager
01.2001 - 01.2004
Area Installation Coordinator/Project Installation Manager •Customer Service Representative
Account Sales Executive
The Coca Cola Company
Chain and National Account Coordinator
Food Services
Bachelor of Business - Marketing
State University of West Georgia