Jordan Iem
Fresno,CA
Summary
Dynamic Customer Relations Manager with a proven track record at Iemporium, enhancing customer satisfaction and streamlining service operations. Excelled in conflict management and strategic thinking, significantly improving client relationships and service delivery. Skilled in both customer needs assessment and process improvement, consistently achieving and exceeding service level agreements. Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
6
6
years of professional experience
Work History
Customer Relations Manager
Iemporium
06.2021 - Current
- Responded to customer requests for products, services, and company information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Online Retail Specialist
TVN Collectibles
11.2022 - 11.2023
- Resolved customer complaints in professional and timely manner.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Recommended complementary purchases to customers, increasing revenue.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Developed strong rapport with customers and created positive impression of business.
- Delivered energetic responses to customers by telephone, going above and beyond to serve needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Route Sales Representative
Frito-Lay
10.2018 - 11.2023
- Displayed products properly at customer sites and according to company specifications and policies.
- Delivered top customer satisfaction, reviewing feedback closely, and addressing needs and requests of account holders.
- Immediately addressed problems with customers to promote speedy resolution.
- Managed product transitions from warehouse to customer site, loading, and unloading in alignment with specifications.
- Identified customers' needs and provided information on appropriate products in effort to promote cross-selling.
- Properly processed all sales transactions, achieving high levels of account growth and retention via quality deliverables.
- Represented wide range of products and brands.
- Developed and implemented promotional strategies to boost sales and customer loyalty.
- Analyzed sales and customer data to identify buying trends and offer recommendations.
- Maintained records of sales and customer information to support accuracy.
- Developed strong customer base through efficient and reliable service.
Education
Associate of Science - Biology
California State University, Fresno
Fresno, CASkills
- Business Operations
- Process Improvement
- Workload Management
- Vendor Relationship Management
- Service Level Agreements
- Conflict Management
- Decision-Making
- Customer Relationship Management
- Strategic Thinking
- Customer Service
- Account Services
- Customer Needs Assessment
Timeline
Online Retail Specialist
TVN Collectibles
11.2022 - 11.2023
Customer Relations Manager
Iemporium
06.2021 - Current
Route Sales Representative
Frito-Lay
10.2018 - 11.2023
Associate of Science - Biology
California State University, Fresno