Jordan Eckel
Crestview,FL
Summary
Accomplished Contact Center professional with a proven track record of enhancing operational efficiency, customer satisfaction, and project management. Expert in Microsoft Office, showcasing a blend of technical proficiency and leadership excellence. Comprehensive Workforce Management knowledge, achieving significant improvements in service levels and abandoned rates through strategic scheduling and staffing evaluations.
Overview
8
8
years of professional experience
Work History
Contact Center Supervisor
Service Minds
2023.01 - Current
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Streamlined contact center operations for increased efficiency and improved service quality.
Contact Center Trainer
One Hour Air Conditioning And Heating
2020.01 - 2020.10
- Maintained subject matter expertise through ongoing professional development opportunities, ensuring the latest industry trends and best practices were incorporated into training content.
- Managed the budget allocated for all contact center training initiatives while delivering maximum value from available resources.
- Facilitated workshops focused on enhancing communication skills, leading to improved customer satisfaction scores.
- Collaborated with management to identify skills gaps and design training solutions that addressed key business objectives.
Lead Dispatcher
One Hour Air Conditioning And Heating
2018.01 - 2020.10
- Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Managed a team of dispatchers, providing guidance and mentorship to improve overall job performance.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
Assistant Manager
Dollar General
2016.11 - 2018.01
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
BBA - Business Administration And Management
The University of West Florida
Pensacola, FL12.2024
Associate of Arts - General Studies
Northwest Florida State College
Niceville, FL12.2021
Skills
- Microsoft Office 365 Certified
- Workforce Management
- Reporting skills
- Call Monitoring
- Technical Support
- Information tracking
- Scheduling proficiency
- Change Management
- Computer Skills
Timeline
Contact Center Supervisor
Service Minds
2023.01 - Current
Contact Center Trainer
One Hour Air Conditioning And Heating
2020.01 - 2020.10
Lead Dispatcher
One Hour Air Conditioning And Heating
2018.01 - 2020.10
Assistant Manager
Dollar General
2016.11 - 2018.01
BBA - Business Administration And Management
The University of West Florida
Associate of Arts - General Studies
Northwest Florida State College
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