Jordan Ivie-Leyva
Client Support Specialist
San Diego,CA
Summary
Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Seeking to obtain a challenging, growth oriented position.
Overview
8
8
years of professional experience
Work History
Client Support Specialist II
Finance Of America Home Improvement
06.2021 - 09.2023
- Interacted with team members across departments to research and resolve customer issues.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Facilitated contractor registration, including but not limited to, validating General liability forms, W-9 documents, Secretary of State filings, State License statuses, etc.
- Assisted with Underwriting reviews for incoming loan applications and inquiries.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
Customer Care Specialist
DuChateau
03.2020 - 06.2021
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Verified product quantity and quality to determine accuracy of orders and reduce errors.
- Monitored inventory levels to purchase adequate supply and consistent stock of products.
- Specialty order requests with high end cliental and assuring full anonymity.
Customer Care Agent
GovX Inc.
05.2018 - 01.2020
- Assisted call-in customers with questions and orders.
- Tracking and Integration.
- Pricing issues (Mismatches, discrepancies, etc)
- Digital Merchandising across full website platform and marketing assistance
- Navigated multiple computer systems and applications to find information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
Assistant Floor Manager
Tuesday Morning
10.2016 - 04.2018
- Managed team of 16 employees to maintain smooth-running operations of shop floor.
- Managed store inventory and stock levels to maintain availability of products.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Organizing merchandise and displays for a more appealing sales floor.
- Escalations and customer complaints.
- Keeping track of the till and assuring all deposits are received by the designated banking institution.
- Management and training of all employees with company policy and procedures.
Receptionist/Administrative Assistant
Better Business Bureau
06.2015 - 08.2016
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled office meetings and client appointments for staff teams.
- Working closely with CEO, Drafted correspondence and other documents for CEO and department heads in company's voice.
- Assisting marketing with accreditation and welcome bundles.
- Managing board members meetings as well as all incoming news and media.
Education
Licensed Massage Therapist - Massage Therapy
Utah College of Massage Therapy Inc
Salt Lake City, UT01.2013
Skills
- First-Tier Technical Support
- Motivated self starter
- High organization skills
- Excellent verbal and written communication skills
- Customer Retention Strategies
- Online Systems (ZenDesk, Five9, SalesForce, Netsuite, all Microsoft and sister programs, Zoom, etc)
- Excellent notations
Timeline
Client Support Specialist II
Finance Of America Home Improvement
06.2021 - 09.2023
Customer Care Specialist
DuChateau
03.2020 - 06.2021
Customer Care Agent
GovX Inc.
05.2018 - 01.2020
Assistant Floor Manager
Tuesday Morning
10.2016 - 04.2018
Receptionist/Administrative Assistant
Better Business Bureau
06.2015 - 08.2016
Licensed Massage Therapist - Massage Therapy
Utah College of Massage Therapy Inc
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