Jordan Edwards

Loyalty Champion II (Tier 1 Technical Support & Customer Retention) | April 2025 - December 2025

• Top Performer: Achieved top-performing metrics within three months of hire by consistently meeting goals for customer retention and sales.
• Customer Retention: Successfully retained customers by resolving complex issues and providing service education, directly contributing to the company's loyalty goals.
• Technical Support: Provided Tier 1 technical support, troubleshooting device and service issues to ensure customer satisfaction and swift problem resolution.
• Sales Generation: Identified and secured sales opportunities with existing customers for device upgrades and new service additions.

• Managed the end-to-end invoicing process by creating and distributing invoices for all Revel ticket orders and customers with Due Upon Receipt terms.
• Spearheaded the creation of a centralized banking transaction file, documenting client information, deposit/withdrawal amounts, and account balances.
• Maintained and provided yearly reviews on files for both current and potential customers to inform strategies for client retention.
• Utilized accounting and operational software, including QuickBooks, Revel, and Service Fusion.

• Promoted to Lead Supervisor within the first year of employment.
• Handled a wide range of complex financial transactions, including cash handling, money orders, Western Union transfers, and bill payments.
• Managed customer complaints and concerns promptly, escalating complex issues to maintain customer satisfaction and minimize queue times.
• Trained and mentored new courtesy clerks and cashiers in best practices for customer service, cash register operation, and store policies.