Jordan Shani
Summary
Offering progressive background in utilizing outstanding communication, sales leadership, and organizational skills that enhance service delivery and efficiency in overall company performance. Results-driven and service-oriented professional with a distinguished career in improving customer experience through the following tactics including mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues. Possesses a reputation for building productive and positive relationships, with diverse customers, resulting in increased revenue, improved customer retention, and loyalty. Proven ability to motivate employees to provide superior customer service while promoting the company culture and values.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer & Sales Support
VI Aesthetics
01.2017 - 01.2018
- Established and maintained B2B Client accounts through Zendesk and NetSuite CRM platforms
- Conducted proactive consultative needs analysis for new and existing customers, developed product solutions to meet the needs of each customer
- Key Achievements:
- Achieved sales standards set for the department by effectively communicating marketing campaigns and promotions to customers
- Consistently assessed the client's root cause analysis for product failure and implemented solutions by either enforcing product knowledge or adapting the product to the client's internal business structure
- Attained daily goals set as part of a larger effort to drive measurable sales for the company's success.
Sales/Service Chat Specialist
Apple Inc
01.2014 - 01.2017
- Described products to customers and accurately explained details and care of merchandise
- Answered product questions with up-to-date knowledge of sales and store promotions
- Managed a wide variety of customer service and administrative tasks to resolve customer issues
- Executed product needs analysis for clients of channel partners, presented the best solution to the client and fostered positive relationships during the sales cycle
- Quickly built a rapport with customers and accurately assessed customer's needs to make recommendations and upsell to achieve sales goals
- Key Achievements:
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently
- Developed reputation as an efficient service provider with high levels of accuracy
- Executed product needs analysis for clients of channel partners, presented the best solution to the client and fostered positive relationships during the sales cycle
- Successfully received and won Highest Attainment award for Sales/Service (USA Market) - Top Team Sales and Service Performer 3 months in a row.
General Manager
The Roger Room
01.2012 - 01.2013
- Provided outstanding leadership with full P&L accountability for all business activities to a high-volume cocktail bar with revenue of 100k+ per/mo
- Motivated staff through acknowledgment of hard work, achievements and instilling accountability while leading by example
- Coached and counseled for staff as needed which developed an efficient and respectful team
- Effectively managed budget and tracked inventory total bar sales within the POS system
- Created marketing/promotion for local hotels and businesses
- Key Achievements:
- Ensured customers were satisfied with every part of the flooring experience, from initial greeting through order completion
- Demonstrated the appropriate level of knowledge and problem-solving and decision-making skills needed to drive service initiatives.
Kitchen Supervisor
The Edison
01.2009 - 01.2012
- Held accountable for FOH/BOH coordination for over 400+ covers per night
- Planned and catered A-List Celebrities private events and production space rentals
- Key Achievements:
- Observed and evaluated workers and work procedures to ensure quality standards and service
- Recommended measures to improve work procedures and worker performance to increase the quality of services and job safety.
Server/Bartender
Pinot Grill Café and Bar, San Francisco State University
01.2002 - 01.2006
Education
Some College (No Degree) -
San Francisco State University
San Francisco, CASkills
- Technical Proficiencies
- Expert in Apple Software and operating system - Pages, Keynote, Numbers, Logic Pro X - Microsoft Office, PowerPoint Presentations, Excel Reporting, and Word - CRM Experience - Salesforcecom, Zendesk, and NetSuite RingCentral / WebeEx phone system - Digidesign Pro-Tools LE software
- Continued
- Industry regulations knowledge
- Senior leadership support
- Direct sales
- Conflict mediation
- Promotional support
- Microsoft Office expertise
- Inbound and Outbound Calling
- Report generation
- Customer relations
- Schedule mastery
- Project management abilities
- Office equipment proficiency
- Employee coaching
- Store maintenance
- Credit card payment processing
- High-energy attitude
- Technologically savvy
- Shipping and receiving understanding
- In-store support
- Quality control
- Customer Needs Assessment
- Complaint Resolution
- Customer Relationship Management
Certification
- Licensed Real Estate Salesperson
Timeline
Customer & Sales Support
VI Aesthetics
01.2017 - 01.2018
Sales/Service Chat Specialist
Apple Inc
01.2014 - 01.2017
General Manager
The Roger Room
01.2012 - 01.2013
Kitchen Supervisor
The Edison
01.2009 - 01.2012
Server/Bartender
Pinot Grill Café and Bar, San Francisco State University
01.2002 - 01.2006
Some College (No Degree) -
San Francisco State University
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