Linux
Jordan Adams
Denton,TX
Summary
Encouraging customer solutions specialist with management and supervisor experience and an analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Customer Solutions Specialist
Ally
03.2023 - Current
- Used probing techniques to determine debtors' reasons for delinquency.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used skip tracing and other techniques to locate debtors.
- Researched and managed 100-200 accounts and completed due diligence to resolve collection problems on a monthly basis.
- Entered client details and notes into system for interdepartmental access and review.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
Office Manager
CD Ray Auctions / CD Christmas Lights
07.2021 - 03.2023
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Compared vendor prices and negotiated for optimal savings.
- Managed office operations while scheduling appointments
- Updated reports, managed accounts and generated reports for company database.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Customer Service Representative Technician
ADT Security
05.2021 - 09.2021
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Troubleshooting to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Floor Lead
Cellular Sales Verizon
09.2017 - 09.2020
- Taught salespeople to close deals and improve sales performance to increase revenue for company.
- Partnered with operations team to achieve company revenue and profit goals.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Assisted customers with their wireless equipment selection through carefully curated questions.
- Developed strong and lasting rapport to improve customer service and retain valued clients.
- Maintained store appearance, cleanliness and organization.
- Upheld proper visual merchandising standards on retail floor and windows.
- Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Recruited, hired and trained team of 10 salespeople
BDC Representative
Waxahachie Autoplex
01.2014 - 09.2017
- Identified and solved problems with minimal guidance to minimize disruptions to business.
- Exceptional computer skills
- Used sales and order management systems and technologies to facilitate exceptional customer service.
- Set and achieved company defined sales goals.
- Corresponded with online customers to address questions and online inquires
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Managed 50 + inquiries daily
Receptionist
Waxahachie Autoplex
Waxahachie
05.2008 - 01.2014
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Confirmed appointments, communicated with clients and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered 100+ incoming calls daily to resolve customer issues and schedule appointments.
- Resolved customer problems and complaints.
- Answered phone promptly and directed incoming calls to correct offices.
Education
Cybersecurity Certification - IT And Cybersecurity
Southern Methodist University
Dallas, TX 09.2022 - 03.2023
High School Diploma -
Waxahachie High School
Waxahachie, TX 06.2013 - 06.2013
Skills
Scheduling
Software
Powershell
Windows
Bash
Salesforce
Volunteer Work
- Keep Lewisville Beautiful Spring Cleanup - 4/29/2023
- AME Abhi Shah Foundation: Origami - Support Local Foster Children 5/3/2023
- Making PINK Tutus for the Race Against the Cure -10/11/2023
- CAM is Wild About Wildlife - 7/20/23
- Bring Smiles to Seniors Card Making Event - 12/23/2023
- Brazen Flair's Give Back Event at Dallas Life Shelter - 3/26/2024
Awards and Accomplishments
- Nominated for Customers' Favorite during Employee Appreciation Awards
- Nominated for Most Cheerful during Employee Appreciation Awards
- Nominated for Best Coworker during Employee Appreciation Awards
Timeline
Customer Solutions Specialist
Ally
03.2023 - Current
Cybersecurity Certification - IT And Cybersecurity
Southern Methodist University
09.2022 - 03.2023
Office Manager
CD Ray Auctions / CD Christmas Lights
07.2021 - 03.2023
Customer Service Representative Technician
ADT Security
05.2021 - 09.2021
Sales Floor Lead
Cellular Sales Verizon
09.2017 - 09.2020
BDC Representative
Waxahachie Autoplex
01.2014 - 09.2017
High School Diploma -
Waxahachie High School
06.2013 - 06.2013
Receptionist
Waxahachie Autoplex
05.2008 - 01.2014