Hi, I’m
Jordan Dunne
Peachtree Corners,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
9
years of professional experience
Work History
Quest Diagnostics
CSR
03.2022 - Current
Job overview
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Centrinex
CSR
09.2021 - 02.2022
Job overview
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Made outbound calls to obtain account information.
- Assessed customer needs and upsold products and services to maximize sales.
- Answered inbound calls per day and directed to individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Set up and activated customer accounts.
SP +
CSR
02.2021 - 08.2021
Job overview
- Assisted customers in making payments on accounts and setting up payment plans.
- Documented conversations with customers to track requests, problems and solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
Lyft
Driver / Uber
01.2019 - 02.2021
Job overview
- Ensured that customers arrived safely and timely to their destination while creating customer satisfaction
- Managed routes through use of iPhone app technology
- Demonstrated ability to deal peacefully with unforeseen circumstances or delays and used advanced driving techniques to better improve time management and safety
- Assured that the vehicle is maintained in excellent condition and is cleaned regularly and In-depth knowledge of vehicle maintenance was applied
- To various destinations upon request, with knowledge of various cities and efficient routes.
The Weinstein Firm
Paralegal Intern
06.2018 - 12.2018
Job overview
- Assembled and organized facts, data and information on programs as background intelligence for meetings, hearings, briefings and reports
- Observed strict privacy laws to prevent information breaches and protect client data
- Responded quickly to client calls and inquiries, asking open-ended questions to deliver applicable information
- Researched cases and attained affidavits to support supervisors and case needs
- Consulted with clients, witnesses and legal professionals to define and document case details.
VoterConsumer Research
Surveyor / ALM
03.2018 - 05.2018
Job overview
- Conducted political and consumer opinion surveys
- Provided professional market research data collection and services to a wide spectrum of clients including public and private corporations, full service research firms, public relations, public affairs firms, health care facilities and advertising agencies.
Aditya Birla Minacs
Customer Service Representative / General Motors
01.2014 - 12.2015
Job overview
- Opened customer accounts by recording account information
- Maintained customer's records by updating account information
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintained financial accounts by processing customer adjustments
- Recommended potential products or services to management by collecting customer information and analyzing customer needs
- Contributed to team efforts by accomplishing related results as needed
- Effectively managed a high volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally.
Allstate Roadside Services/ ACS/Xerox
Customer Care Assistant
02.2016 - 04.2018
Job overview
- Received incoming Customer calls for Roadside Assistance in a timely efficient manner, probed/captured the customers concern or problem, determined breakdown location and other pertinent information needed to decide the best course of action in order to ensure customer satisfaction, accurately documented and updated customer/vehicle information ensuring complete recording of customer contact with corrections/updates as required
- Interacted with dealer/vendor personnel (Tow Company) in order to ensure customer requests for Roadside Service had been acknowledged with an acceptable ETA and closed calls in the required time frame
- Increased customer satisfaction by advising Customers of all Roadside Assistance options available, and applicable charges to ensure that the Customer was provided pertinent information on services offered under VAR
- Gathered and verified all required customer information for tracking purposes
- Mastery of customer service management systems and databases
- Referred unresolved customer grievances to designated departments for further investigation.
Education
Herzing UniversityAtlanta, GA
Bachelor of Science from Paralegal Studies
Penn Foster Career School
Associate of Science from Paralegal Studies
12.2015
Stephenson High School
High School Diploma
12.2008
Skills
- Microsoft Office expertise
- Clerical support
- Inbound and Outbound Calling
- Customer relations
- Problem-solving abilities
- Conflict mediation
- Data evaluation
- Technologically savvy
- Promotional support
- Retail sales customer service
- Office equipment proficiency
- Adaptive team player
- High-energy attitude
- Call Center Operations
- Data Entry and Maintenance
- Responding to Difficult Customers
- Customer Account Management
- Order and Refund Processing
- Interpretation and Translation Services
- Understanding Customer Needs
- Solving Customer Concerns
- Excellent Attention to Detail
- Administrative and Office Support
- Critical Thinking
- Membership Registrations
- Microsoft PowerPoint
References
Michael Weinstein The Weinstein Firm (Supervisor) (404)800-3781
Michael Loomer SP+ (Manager)
(214)701-9869
Allison Heimer SP+ (Recruiting Manager) (512)607-5628
(512)607-7141
aheimerer@spplus.com
Shayna White Centrinex (Supervisor) (913)744-3402 Shayna@centrinex.com
Julie Centrinex (Supervisor) (816)825-1805
Adridra Centrinex (Supervisor) (913)270-8781
Ronnel Davis (Supervisor) QuestDiagnostics
(913) 687-9248
Sylvia (Senior Tech Rep) Quest Diagnostics
(816) 590-4407
Alana (Quest Diagnostics) (916) 280-8458
Timeline
CSR
Quest Diagnostics
03.2022 - Current
CSR
Centrinex
09.2021 - 02.2022
CSR
SP +
02.2021 - 08.2021
Driver / Uber
Lyft
01.2019 - 02.2021
Paralegal Intern
The Weinstein Firm
06.2018 - 12.2018
Surveyor / ALM
VoterConsumer Research
03.2018 - 05.2018
Customer Care Assistant
Allstate Roadside Services/ ACS/Xerox
02.2016 - 04.2018
Customer Service Representative / General Motors
Aditya Birla Minacs
01.2014 - 12.2015
Herzing University
Bachelor of Science from Paralegal Studies
Penn Foster Career School
Associate of Science from Paralegal Studies
Stephenson High School
High School Diploma
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