Jordan Dunne
Stone Mountain,GA
Summary
Dedicated to resolving customer issues and enhancing the company's reputation, excelling in collaborative team settings as well as working independently. Track record of attentive listening, swift problem-solving, and fostering strong professional connections with callers. Consistently strive to uphold customer satisfaction while driving organization towards success.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
TTEC
Duluth, GA
01.2025 - 04.2025
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
Customer Service Representative
Randstad/Kaiser Permanente
03.2024 - 05.2024
- Handled member inquiries regarding various topics such as facility inquiry, web support, promoting KP.org, order ID card, complaints, and service reviews
- Provided support for eligibility inquiries, benefit inquiries, general inquiries, correspondence inquiries, and more
- Handled inquiries related to Medicare for up to two regions
- Assisted with premium billing inquiries, payment processing, complaints, and service reviews
- Addressed billing inquiries, 1095 tax form inquiries, and SLP escalations
- Answered and document incoming contacts to determine their nature and respond to complex calls related to specialized product lines or queues
- Responded professionally to inquiries from internal and external customers, promoting exceptional customer service
- Initiated contact with appropriate health plan, medical group, and facility personnel to obtain relevant information
- Evaluated data to determine appropriate course of action for complaint resolution and service recovery
- Understood impact of performance on members and Member Service Contact Center's performance guarantees
- Supported compliance and Principles of Responsibility by maintaining privacy and confidentiality of information
- Document conversations with members according to procedure and follow established procedures to meet customer/member needs
- Interact effectively with diverse work units and organizational departments
Customer Service Representative
Quest Diagnostics
03.2022 - 11.2023
- Used proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously
- Troubleshooted inquiries and follow up with customers on issues that cannot be resolved immediately
- Completed all required documentation associated with the handling of calls and maintain complete and accurate records
- Reported laboratory results to clients and patients using established protocols.
- Followed through in a timely manner to resolve all issues and concerns.
- Escalated issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures.
- Performed other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
Customer Service Representative
Centrinex
09.2021 - 02.2022
- 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
Customer Service Representative
SP+ Parking
02.2021 - 08.2021
- 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
Driver /Rideshare Driver
Lyft/Uber
01.2019 - 02.2021
- 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
- Transported passengers to various destinations upon request, with knowledge of various cities and efficient routes
Paralegal Intern
The Weinstein Firm
03.2018 - 05.2018
- 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
Surveyor
Voter Consumer Research
03.2018 - 05.2018
- 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
Customer Care Assistant
Allstate Roadside Services
02.2016 - 04.2018
- 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
Customer Service Representative
Aditya Minacs/General Motors
01.2014 - 12.2015
- Opened customer accounts by recording account information
- Maintained customer 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
Education
Bachelor of Science - Paralegal Studies
Herzing University
01.2018
Associates - Music
Gordon College
01.2015
High School Diploma -
Stephenson High
01.2008
Skills
- Microsoft Office expertise
- Clerical support
- Inbound and Outbound Calling
- Customer relations
- Problem-solving abilities
- Conflict mediation
- Technologically savvy
- Office equipment proficiency
- Adaptive team player
- High-energy attitude
- Data Entry and Maintenance
- Excellent Attention to Detail
- Critical Thinking
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
- Shayna White, Centrinex, Supervisor, 913-744-3402
- Julie, Centrinex, Supervisor, 816-825-1805
- Adridra, Centrinex, Supervisor, 913-270-8781
- Ronnel Davis, Quest Diagnostics, Supervisor, 913-687-9248
- Sylvia, Quest Diagnostics, Senior Tech Rep, 816-590-4407
- Alana, Quest Diagnostics, Supervisor's Manager, 916-280-8458
- Angie R Fisher-Beckett, Kaiser Permanente, Customer Service Team Manager, Member Services Contact Center 770-291-4443/678-491-9802
- TTEC Hiring Recruiter Demeca Parks 650-679-7596/706-786-1417
- Carmen Kier, Sr Account Manager, Randstad, 425-209-1178
Timeline
Customer Service Representative
TTEC
01.2025 - 04.2025
Customer Service Representative
Randstad/Kaiser Permanente
03.2024 - 05.2024
Customer Service Representative
Quest Diagnostics
03.2022 - 11.2023
Customer Service Representative
Centrinex
09.2021 - 02.2022
Customer Service Representative
SP+ Parking
02.2021 - 08.2021
Driver /Rideshare Driver
Lyft/Uber
01.2019 - 02.2021
Paralegal Intern
The Weinstein Firm
03.2018 - 05.2018
Surveyor
Voter Consumer Research
03.2018 - 05.2018
Customer Care Assistant
Allstate Roadside Services
02.2016 - 04.2018
Customer Service Representative
Aditya Minacs/General Motors
01.2014 - 12.2015
Associates - Music
Gordon College
High School Diploma -
Stephenson High
Bachelor of Science - Paralegal Studies
Herzing University
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