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
Niceville, FL
01.2023 - 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
Niceville, FL
01.2020 - 10.2020
- 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
Niceville, FL
01.2018 - 10.2020
- 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
Holt, FL
11.2016 - 01.2018
- 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
01.2023 - Current
Contact Center Trainer
One Hour Air Conditioning And Heating
01.2020 - 10.2020
Lead Dispatcher
One Hour Air Conditioning And Heating
01.2018 - 10.2020
Assistant Manager
Dollar General
11.2016 - 01.2018
BBA - Business Administration And Management
The University of West Florida
Associate of Arts - General Studies
Northwest Florida State College