Jordan Smith
Elizabethtown,PA
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Senior Customer Care Specialist
DiamondBack Covers
Harrisburg, PA
05.2008 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Communicated with clients regarding account services, statements, and balances.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Building Manager
Life Center Ministries International
Harrisburg, PA
09.2005 - 10.2007
- Planned and scheduled general maintenance, major repairs and remodeling projects.
- Inspected grounds and facilities to identify necessary repairs.
- Managed operations, maintenance and improvement of properties.
- Managed and scheduled contract workers who completed building maintenance and upgrades.
- Performed regular inspections of facility and documented all inspection information in reports.
- Directed removal of snow and ice from common outdoor areas, parking lots and entrances.
- Delivered emergency 24-hour on-call service for tenants on building issues.
Maintenance Crew Foreman
Hersheypark Entertainment
Hershey PA
03.2004 - 02.2006
Education
No Degree - Business Management
Harrisburg Area Community College
Harrisburg, PAHigh School Diploma -
Hershey High School
Hershey06.2006
Skills
- Corporate Standards
- Inquiry Response
- Brand Representation
- Customer Relations
- Document and Records Management
- Exceptional Communicator
- Performance Goals
- Issue and Complaint Resolution
- Corrective Actions
- Senior Leadership Support
- Providing Feedback
- Knowledge Base
- Customer Account Management
- Customer Relationship Management
- Trained in Salesforce
- Team Goals
- Special Assignments
- Customer Inquiries
- Special Requests
- Customer Satisfaction
- Excellent Verbal Communication Skills
- Training and Development
- Client Meetings
- High-Volume Environments
- Customer Retention Strategies
Timeline
Senior Customer Care Specialist
DiamondBack Covers
05.2008 - Current
Building Manager
Life Center Ministries International
09.2005 - 10.2007
Maintenance Crew Foreman
Hersheypark Entertainment
03.2004 - 02.2006
No Degree - Business Management
Harrisburg Area Community College
High School Diploma -
Hershey High School