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
Office administration
Clear oral/written communication
Organizational skills
Friendly nature
Helpdesk call support
Business Development
Windows
Technical Support
Enthusiastic
Team Building and Leadership
Leading Team Meetings
Team Development
Call Center Operations
Complaint resolution
Feedback collection
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