Jordan Johnson
Houston,Texas
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Randstad
10.2020 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
Hospital Corpsman Second Class
Navy
02.2016 - Current
- Provided leadership, delegation, and exceptional medical service in high-pressure situations.
- Provided emergency medical care and conducted physical exams and interviews to gain medical history and relevant health data.
- Assisted in medical examinations, treatments and procedures for diverse conditions and patient populations.
- Monitored vital signs and documented temperature, pulse and blood pressure to assess patient condition.
- Administered medications through injections and IVs in compliance with physician orders.
- Rendered emergency medical treatment and administered immunization programs.
- Supported medical staff in providing patient care in high-demand hospital environment.
- Maintained operational organization by ensuring equipment functionality, inventory levels and employee medical training.
- Updated medical records in EMR system and double-checked data for accuracy.
- Utilized medical instruments to perform minor surgeries and other procedures.
- Educated patients and families about health conditions and treatments.
- Contributed to medical evacuations and transport of patients to other medical facilities.
- Administered CPR, oxygen and other life-saving medical treatments.
- Assisted with lifting and moving patients.
- Handled patient transfers from one medical facility to another.
- Conducted patient intake and triage procedures.
- Dispensed medications and monitored patient reactions.
Customer Service Supervisor
Conduent
09.2018 - 08.2020
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for 30 employees.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Customer Service Representative Trainer
Conduent
11.2017 - 09.2018
- Provided coaching and mentoring to employees.
- Trained and mentored 120 new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed job-specific competencies and performance standards.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
Customer Service Representative Team Lead
Conduent
05.2017 - 11.2017
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Implemented company policies and procedures for professional, cohesive customer care.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Implemented customer service policies and procedures for consistent performance standards.
- Led customer service projects to address and achieve key business objectives.
- Assessed customer service data to identify and address improvement opportunities.
- Onboarded and trained customer representatives to meet performance and service goals.
- Evaluated staff performance and provided feedback to improve customer service delivery.
Customer Service Representative
Conduent
10.2016 - 05.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
Manufacturing Team Lead
Powell Industries
04.2008 - 06.2014
- Reported tool, machinery and equipment issues to maintenance personnel.
- Communicated job expectations and monitored employees.
- Completed production plans by scheduling and assigning personnel to daily tasks.
- Read and interpreted schematics, technical documentation and production orders.
- Led safety meetings and monitored compliance with gear requirements and best practices.
- Identified problems and implemented effective solutions.
- Ordered parts and materials for Department.
- Managed departmental performance measures.
- Maintained proper inventory levels.
- Recorded and reported attendance and hours worked for all area employees.
- Performed accident investigations.
- Completed, inspected and transported finished Breakers pieces with machine operators.
- Trained new employees, instructing each in use of machinery, standard operating procedures and company policies.
- Continuously checked products for quality assurance according to strict guidelines.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Utilized safety devices and procedures to protect personnel and equipment.
- Managed inventory of parts and components.
- Assembled products and components and made proactive adjustments to settings to produce work within tight tolerances.
- Led production meetings to provide reports to management.
- Completed daily inspection of machines and equipment.
- Operated finishing tool to prepare products for inspections and packaging.
Education
Bachelor of Science - Computer And Information Sciences
Colorado Technical University
Colorado Springs, CO11.2025
Advance Nursing
Navy Medicine Education And Training Command
San Antonio, TX08.2016
Dobie High School
Houston, TX06.2008
Skills
- Scheduling
- Data Entry
- Appointment Scheduling
- Information Security
- Data Collection
- Account Updating
- Call Management
- Complaint Resolution
- Microsoft Office Suite
- Computer Proficiency
- CRM Software
- Product Knowledge
- Report Generation
Timeline
Customer Service Representative
Randstad
10.2020 - Current
Customer Service Supervisor
Conduent
09.2018 - 08.2020
Customer Service Representative Trainer
Conduent
11.2017 - 09.2018
Customer Service Representative Team Lead
Conduent
05.2017 - 11.2017
Customer Service Representative
Conduent
10.2016 - 05.2017
Hospital Corpsman Second Class
Navy
02.2016 - Current
Manufacturing Team Lead
Powell Industries
04.2008 - 06.2014
Bachelor of Science - Computer And Information Sciences
Colorado Technical University
Advance Nursing
Navy Medicine Education And Training Command
Dobie High School
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