Jordan Rinehardt
Philadelphia,PA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Obtain a position in Customer Service to prepare for a career in Financial Advising.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Police and Fire Federal Credit Union
11.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Contact Center Advisor
Philadelphia Federal Credit Union
04.2023 - 10.2023
- Provided customer service and technical support to customers via phone, email, and chat.
- Resolved customer issues related to billing inquiries, account setup, product information, and other general concerns.
- Monitored incoming calls and emails for resolution purposes.
- Assisted customers with navigating the company website as needed.
- Identified potential sales opportunities by actively listening to customer needs and offering appropriate solutions.
- Maintained accurate records of customer interactions in a timely manner.
- Researched complex problems using available resources and escalated unresolved problems when necessary.
- Generated reports on call volume trends to identify areas needing improvement or attention.
- Utilized problem solving skills to troubleshoot system malfunctions or errors reported by customers.
- Developed strategies for providing effective customer service while meeting performance goals set by management team.
- Collaborated with other departments such as IT or Sales in order to resolve customer issues quickly and efficiently.
- Adhered to all applicable laws, regulations, policies and procedures regarding customer service standards.
- Participated in training sessions designed to enhance job knowledge and improve performance.
- Demonstrated excellent communication skills while interacting with customers over the phone or online.
- Recommended changes or improvements that would benefit both customers and employees alike.
- Provided assistance with setting up new accounts for customers who were unfamiliar with company products or services.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Maintained strong call control and quickly worked through scripts to address problems.
- Consulted with customers to resolve service and billing issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Service Manager
Chipotle Mexican Grill
03.2021 - 02.2023
- Making sure great tasting, high quality food is served, Resolving food quality issues and managing food safety, Developing and training all Crew and future Managers, Overseeing office equipment and making sure office and inventory supplies are ordered as necessary, Assisting with execution of marketing promotions, Resolving customer incidents and working to ensure positive customer experiences, Managing crew breaks, shift changes, shift meetings, and line schedules, Assisting with miscellaneous office administration duties such as banking, cash handling policies and responsibilities, and office paperwork, Ensuring the store is always clean through the shift, Scheduling and taking interviews when available
Education
Some College - Accounting/Finance
Community College of Philadelphia
Philadelphia, PA05-2026
High School Diploma -
Central High School of Philadelphia
Philadelphia, PA05.2021
Skills
- Aloha POS
- Micros POS
- Inventory control
- Customer service
- Team management
- Cash handling
- Supervising experience
- Interviewing
- Shift management
- Hospitality management
- Leadership
- Assistant manager experience
- Complaint Resolution
- Data Entry
- Customer Relationship Management
- Product Upselling
- Call Control
- Account Management
- Data Gathering
- Call Center Customer Service
- Verbal and Written Communication
- Resolving Issues
- Call Center Operations
- Product Knowledge
- Call Controlling
- Problem-Solving Skills
- Professional Phone Voice
- Communicating With Clients
- Performance Improvement
- Inbound Phone Call Management
- Call Documentation Skills
- Customer Support
- Answering Questions
- System Documentation
- Appointment Scheduling
- Documentation and Reporting
Timeline
Call Center Representative
Police and Fire Federal Credit Union
11.2023 - Current
Contact Center Advisor
Philadelphia Federal Credit Union
04.2023 - 10.2023
Service Manager
Chipotle Mexican Grill
03.2021 - 02.2023
High School Diploma -
Central High School of Philadelphia
Some College - Accounting/Finance
Community College of Philadelphia
Similar Profiles
Kaila McNicholasKaila McNicholas
Branch Representative at Police and Fire Federal Credit UnionBranch Representative at Police and Fire Federal Credit Union
Michael DiPlacidoMichael DiPlacido
SVP Call Center at Police & Fire Federal Credit UnionSVP Call Center at Police & Fire Federal Credit Union
Amisha BrahmhattAmisha Brahmhatt
Branch Teller at Police and Fire Federal Credit UnionBranch Teller at Police and Fire Federal Credit Union