Jordan Mitchell
Pasadena,CA
Summary
Customer Service Representative handling 10 plus customer inquiries per day and 75+ service-option requests per month for utility account support, billing questions, and service-option requests for electricity customers. Explains 25+ billing questions per week about CPA charges, utility delivery services, rates, and account details in clear language while resolving phone inquiries with accuracy and professionalism. Brings customer-facing experience from a retail management background and supports smooth service conversations across complex billing topics.
Overview
4
4
Certifications
11
11
years of professional experience
Work History
Customer Service Representative
Energy Choice California
Irwindale, CA
10.2023 - Current
- Handle 10 plus customer inquiries per day by phone, covering accounts, energy options, billing, rates, and services.
- Process service requests related to electricity options and account changes with accurate, timely follow-through.
- Clarify electricity bills and charges, including CPA charges versus utility delivery services, to improve customer understanding.
- Respond to account, rate, and service questions with clear explanations that support customer satisfaction and retention.
- Use Microsoft Office Suite to track customer details, document inquiries, and support consistent service follow-up.
- Apply time management and escalation judgment to balance fast-paced call handling with accurate service recovery.
Department Manager
Nordstrom
Arcadia, CA
08.2015 - 12.2019
- Delivered 25 plus customer interactions daily while reinforcing service standards and floor presence.
- Recruited, hired, trained, and onboarded employees to build a reliable department team.
- Coached and motivated associates to deliver strong service and meet sales goals consistently.
- Provided performance feedback, mentored employees, and supported professional growth across the department.
- Managed scheduling, inventory accuracy, merchandising, and presentation standards to keep daily operations organized.
- Used key metrics and business plans to track performance, identify opportunities, and partner with merchandising and human resources.
Education
Bachelor of Science - undefined
Arizona State University
Arizona06-2027
Associate of Arts - Psychology
Pasadena City College
Pasadena, CA01-2026
Diploma - Vocational Nursing
Concorde Career College
North Hollywood, CA06-2020
Skills
- Customer service
- Call handling
- Issue resolution
- Microsoft Office Suite
- Time management
- Scheduling
- Process improvement
- Performance tracking
- Team coaching
- Stakeholder communication
- Contact center systems
- Service recovery
- Escalation management
- Customer satisfaction metrics
Certification
Professional Work Certificate
Timeline
Customer Service Representative
Energy Choice California
10.2023 - Current
Department Manager
Nordstrom
08.2015 - 12.2019
Diploma - Vocational Nursing
Concorde Career College
Associate of Arts - Psychology
Pasadena City College
Bachelor of Science - undefined
Arizona State University