Jordan Lawson
Valrico
Summary
Dynamic Chat Support and Remote Customer Service representative with a proven track record, excelling in empathy-driven customer service and problem-solving. Achieved high customer ratings through effective communication and adaptability. Proficient in all Microsoft applications, I consistently seek to improve my overall performance based on my customer and leadership feedback. I am a self-motivated and discipline individual who prides themselves on their strong time management and overall communication skills.
Overview
8
8
years of professional experience
Work History
Chat Support Specialist
Safelite Auto Glass
07.2023 - Current
- Implemented feedback from management to continually improve performance within the chat support team.
- Provided constructive suggestions on how to enhance user interface design based on customer feedback received during chat sessions.
- Maintained detailed records of customer interactions, ensuring smooth handoffs between shifts or escalation when necessary.
- Developed comprehensive knowledge of product offerings to provide accurate information and personalized recommendations.
- Achieved consistently high customer ratings through excellent problem-solving abilities and attentive listening skills.
- Supported coworkers during peak periods by managing overflow chats as needed to maintain optimal service levels for all customers served.
Inbound Call Center Representative
Liberty Mutual
03.2021 - 12.2022
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Retail Warehouse Associate & Cashier
Walmart
08.2017 - 03.2020
- Maintained a clean work environment, ensuring compliance with company health and safety requirements.
- Conducted routine cycle counts to maintain accurate inventory records and reduce discrepancies between physical stock levels and system data.
- Reduced order processing time with careful attention to detail and accurate product picking.
- Collaborated with team members to optimize warehouse layout, resulting in improved workflow and productivity levels.
- Provided exceptional customer service while assisting clients in locating desired products within the warehouse store setting.
- Streamlined warehouse operations by maintaining organized storage areas and implementing effective space utilization strategies.
Education
High School Diploma -
Penn Foster Career School
OnlineSkills
- High Stress Tolerance
- Typing Speed
- Teamwork and Collaboration
- Empathy Driven Customer Service
- Problem Solving
- Time Management
- Adaptability Accountability
- Proficient in all Microsoft Apps
- Performance Tracking as Needed
- Cross-cultural and Digital Literacy
Timeline
Chat Support Specialist
Safelite Auto Glass
07.2023 - Current
Inbound Call Center Representative
Liberty Mutual
03.2021 - 12.2022
Retail Warehouse Associate & Cashier
Walmart
08.2017 - 03.2020
High School Diploma -
Penn Foster Career School
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