Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jordan Wang

Grand Forks,ND

Summary

Dynamic customer service professional with a proven track record at Hugo's, excelling in effective communication and problem-solving. Recognized for enhancing customer satisfaction through personalized support and efficient call management. Skilled in data entry and fostering team collaboration, consistently delivering exceptional service and achieving improved response times.

Overview

23
23
years of professional experience

Work History

Customer Service Desk Associate

Hugo's
09.2024 - Current
  • Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
  • Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
  • Contributed to the development of training materials designed to enhance service desk associate knowledge and expertise.
  • Demonstrated excellent multitasking skills by juggling multiple tasks simultaneously while maintaining attention to detail and accuracy.
  • Streamlined call response times for improved efficiency and better customer experience.
  • Developed rapport with customers through genuine care for their needs, fostering loyalty within the client base.
  • Provided personalized assistance to customers, tailoring solutions based on individual needs and preferences.
  • Managed high call volumes with exceptional professionalism, maintaining a positive attitude during peak hours.
  • Assisted customers in finding suitable products, leading to increased sales and repeat business.
  • Participated in ongoing professional development opportunities aimed at boosting service desk operations knowledge and skills.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Answering phone calls, paging departments and transferring calls.
  • Counting tills after shift change.
  • Fulfilling money orders and western union services.
  • Scanning department paperwork and transfers to other stores.
  • Selling and cashing in lottery tickets.


Home Care Provider

Donald Peterson
08.2018 - Current
  • Assisted patients with personal requirements for housekeeping and grooming assistance.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
  • Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
  • Enhanced patient comfort by providing compassionate and attentive care tailored to individual needs.
  • Assisted disabled clients to support independence and well-being.
  • Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
  • Cooked tasty, nourishing meals for patients to promote better nutrition.
  • Assisted patients with self-administered medications.
  • Upheld strict standards of privacy and confidentiality in all aspects of caregiving, maintaining the dignity and respect for patients at all times.
  • Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
  • Promoted a safe home environment for patients by identifying potential hazards and implementing necessary adjustments.
  • Prepared nutritious meals according to dietary requirements, contributing to improved overall health for patients.
  • Maintained accurate patient records, documenting daily activities, progress, and any changes in health conditions.
  • Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
  • Improved patient well-being with regular monitoring of vital signs, medication administration, and personal care assistance.
  • Developed strong rapport with patients and families, fostering trust and open communication channels for better care coordination.
  • Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
  • Provided emotional support during challenging times, helping patients cope with illness or disability-related stressors more effectively.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Delivered high-quality care under pressure in emergency situations, ensuring the safety of both the patient and caregiver team members present at those times.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Provided mobility assistance such as ROM exercises.
  • End of life care: hospice, hourly checks, rotate every 2 hours, preventative measures, vitals, charting.

Direct Support Professional

Eagle's Wings
11.2017 - 08.2020
  • Maintained clean, safe, and well-organized patient environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Assisted disabled clients to support independence and well-being.
  • Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
  • Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
  • Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
  • Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
  • Participated in ongoing training opportunities to stay current on best practices in disability support services.
  • Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
  • Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Encouraged healthy lifestyles through nutritional planning and physical activities, improving clients' overall well-being.
  • Helped with ADL's, cooking, cleaning, laundry, budgeting and meal prep.
  • Training involved: CPR/First aide, physical intervention, med certified.

Special Education Paraprofessional

Warren High School
07.2017 - 03.2020
  • Developed strong rapport with students by demonstrating empathy, patience, and understanding during daily interactions both inside and outside the classroom setting.
  • Managed challenging behaviors using de-escalation techniques to maintain a safe and productive learning environment for all students involved.
  • Assisted in the implementation of effective behavior management techniques, resulting in a more focused and positive classroom environment.
  • Collaborated with teacher to create customized classroom environment integral to students' needs.
  • Monitored student classroom and outdoors activities to promote student safety.
  • Maintained positive attitude and affirmatively communicated with each student.
  • Offered student support through special accommodations, extra assistance, and assessments.
  • Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
  • Oversaw class of students in absence of instructor.
  • Supported students with various disabilities through one-on-one tutoring sessions, improving their understanding of course materials and concepts.
  • Supported teacher in development of individual learning strategies.
  • Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
  • Partnered with speech therapists, occupational therapists, and other related service providers to ensure comprehensive support for each individual student''s growth and progress.
  • Collaborated with multidisciplinary teams to develop comprehensive support strategies for each student, contributing to improved academic performance.
  • Encouraged students to participate in school activities and programs to promote well-roundedness and increase confidence.
  • Alerted instructor to student behavior or issues requiring intervention.
  • Maintained accurate records of student progress, enabling timely communication with parents and other stakeholders regarding individual achievements and areas needing improvement.


Direct Support Staff Member

REM
01.2002 - 12.2010
  • Maintained clean, safe, and well-organized patient environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Assisted disabled clients to support independence and well-being.
  • Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
  • Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
  • Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
  • Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
  • Participated in ongoing training opportunities to stay current on best practices in disability support services.
  • Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
  • Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Encouraged healthy lifestyles through nutritional planning and physical activities, improving clients' overall well-being.
  • Helped with ADL's, cooking, cleaning, laundry, budgeting and meal prep.
  • Training involved: CPR/First aide, physical intervention, med certified.

Education

No Degree - Cosmetology

Josef's School of Hair Design
Grand Forks, ND
01-2014

Associate of Arts - Transcription And Coding

Northland Community And Technical College
East Grand Forks, MN
05-2010

Associate of Science - Nursing

Northland Community And Technical College
East Grand Forks, MN
05-2000

High School Diploma -

Park River High School
Park River, ND
05-1998

Skills

  • Adaptability
  • Effective Communication
  • Empathy
  • Problem Solving
  • Team Work
  • Organizational Skills
  • Active listening
  • Data entry
  • Service support

Timeline

Customer Service Desk Associate

Hugo's
09.2024 - Current

Home Care Provider

Donald Peterson
08.2018 - Current

Direct Support Professional

Eagle's Wings
11.2017 - 08.2020

Special Education Paraprofessional

Warren High School
07.2017 - 03.2020

Direct Support Staff Member

REM
01.2002 - 12.2010

No Degree - Cosmetology

Josef's School of Hair Design

Associate of Arts - Transcription And Coding

Northland Community And Technical College

Associate of Science - Nursing

Northland Community And Technical College

High School Diploma -

Park River High School

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