Jordan Ledford
Elizabethton,TN
Summary
Highly-qualified business administration professional driven to oversee operations with results-oriented mindset. Versed in best practices and strategies for streamlining workflows. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Work Force Administrator /Debit Card Fraud Specialist
Advanced Call Center Technologies LLC
Johnson City, TN
01.2021 - Current
- Answered incoming calls and responded to customer inquiries.
- Assisted in the development of new administrative systems, procedures and policies.
- Coordinated meetings, conferences, travel arrangements.
- Provided general administrative support to staff members.
- Prepared reports on various projects for management review.
- Updated databases with new employee information, job changes and terminations.
- Performed data entry tasks into computer databases from paper documents.
- Developed spreadsheets to track project progress, budgets and other related data.
- Conducted research on requested topics using reliable sources.
- Compiled statistical data from a variety of sources for analysis purposes.
- Maintained positive working relationship with fellow staff and management.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Monitored operations and reviewed records and metrics to understand company performance.
- Organized client meetings to provide project updates.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Oversaw quality control to identify inconsistencies and malfunctions.
Solution Services Manager
Profiles International
Waco, TX
06.2008 - 12.2018
- Developed and implemented customer service policies and procedures.
- Provided technical guidance to other team members in the development of solutions.
- Analyzed existing systems and identified gaps between current system capabilities and customer requirements.
- Coordinated with stakeholders to ensure alignment of proposed solutions with business objectives.
- Identified opportunities for improving existing processes, systems or applications.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Provided in-depth research on the latest trends in ROI strategies.
- Developed ROI models to measure the effectiveness of marketing campaigns.
- Analyzed customer data to identify potential areas for cost reduction and improved efficiency.
- Provided consultation services to internal teams regarding ROI optimization techniques.
- Developed presentations to explain complex ROI concepts to senior management team members.
- Evaluated existing operations and identified opportunities for improving profitability through increased ROI.
- Performed financial analysis of new business proposals, assessing their viability from a return-on-investment perspective.
EMSI
Medical Records Department
Waco, TX
02.2007 - 01.2008
- Maintained records of customer interactions, transactions, comments and complaints.
- Provided timely feedback to supervisors on call volume and quality performance.
- Demonstrated ability to multi-task while speaking with customers on the phone.
- Adhered to company policies and procedures for handling outbound calls.
- Utilized positive language in order to provide an effective resolution for all customers' inquiries or complaints.
- Delivered high levels of customer service in accordance with corporate standards.
- Performed data entry into computer system to document all call activity accurately.
- Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
- Documented outbound calling processes and equipped callers with quick-reference job aids to enable recall of less common processes.
- Refined and demonstrated excellent listening skills by asking probing questions and overcoming objections.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Provided timely, courteous and knowledgeable responses to information requests.
Hazmat Foreman
Shamrock Enivronmental
New Orleans, LA
10.2005 - 01.2007
- Inspected hazardous materials sites to ensure compliance with safety regulations.
- Performed emergency response duties in the event of a hazardous material incident.
- Assisted in preparing reports on hazardous materials incidents or spills.
- Monitored environmental conditions at hazardous materials sites to detect potential health hazards.
- Reviewed documents such as manifests, labels, shipping papers, and safety data sheets to determine appropriate response measures for hazardous material incidents.
- Assessed risks associated with working with different types of hazardous materials.
- Developed procedures for safely handling, storing, disposing, and transporting hazardous materials.
- Implemented safety protocols when responding to emergency situations involving hazmat releases.
- Investigated accidents involving the release or spillage of dangerous substances.
- Responded promptly to customer inquiries regarding hazmat-related issues.
- Conducted emergency scene risk analysis to determine boundaries, proper personal protective equipment, mitigation, clean up and packaging protocols.
Education
Associate of Applied Science - Applied Mathematics
TSTC
Waco, TX05-2013
Some College (No Degree) - Structural Engineering
Baylor
WacoSkills
- Presentation Creation
- Schedule Coordination
- Information Management
- Project Coordination
- Office Administration
- Timesheet Processing
- Employee Supervision
- New Hire Onboarding
- Technical Documentation
- Executive Support
- Staff Management
- Customer Service
- Relationship Development
- Goal Setting
- Meeting facilitation
- Recordkeeping and File Management
- Contract Administration
- Document Control
- Attention to Detail
- Business Administration
- Resourceful and Analytical
- Business Development
- Technical Support
- Continuous Improvement
- Office Management
- Operations Oversight
- Strategic Planning
- Performance Improvement
- Documentation And Reporting
- Flexible Schedule
- MS Office
- Personable and Approachable
- Troubleshooting and diagnosis
- Team Building and Leadership
- Project Management
- Multiple Priorities Management
- Deadline Adherence
- Administrative Support
- Operations Management
- Document Management
- Data Confidentiality
- Scheduling
- Decision-Making
Affiliations
- Mountain Biking
- Hiking
- Fishing
- Kayaking
- Family & Friends always out for an adventure
Accomplishments
- Management and Sales Executive award at Profiles International
Certification
- Project Management Certification
- ROI / Data Base Managment Certifaction
- Other certifications ( enquire )
References
References available upon request.
Timeline
Work Force Administrator /Debit Card Fraud Specialist
Advanced Call Center Technologies LLC
01.2021 - Current
Solution Services Manager
Profiles International
06.2008 - 12.2018
EMSI
Medical Records Department
02.2007 - 01.2008
Hazmat Foreman
Shamrock Enivronmental
10.2005 - 01.2007
Associate of Applied Science - Applied Mathematics
TSTC
Some College (No Degree) - Structural Engineering
Baylor