Jordan WOODS
UNION,SC
Summary
Accomplished Tier 2 Specialist at Foundever, adept in technical support and software troubleshooting. Excelled in conflict resolution and team collaboration, enhancing call quality and customer satisfaction. Mentored new agents, boosting performance by 40%. Proven track record in data analysis and performance reporting, driving continuous improvement and operational excellence. Proven ability to communicate clearly, resolve issues efficiently, and maintain high-quality standards. Seeking to leverage strong service and technical skills in a customer-focused role.
Overview
6
6
years of professional experience
Work History
Tier 2 Specialist
Foundever
Spartanburg, SC
08.2021 - 12.2024
- Provided technical support for customers in resolving complex issues.
- Conducted regular meetings with staff to review progress and address any concerns.
- Researched and analyzed customer feedback to identify areas of improvement.
- Provided technical support for users experiencing difficulties with software applications.
- Generated reports to track performance metrics of team members.
- Participated in ongoing training and compliance activities.
- Maintained accurate records of customer interactions and feedback.
- Provided advanced customer support for Apple Cash Card users, handling escalated issues from Tier 1 agents.
- Resolved account concerns, disputes, and payment issues with professionalism and accuracy.
- Mentored new agents, improving call handling, customer empathy, and product knowledge.
Assembly Line Technician
Gestamp
Union, SC
05.2019 - 08.2019
- Performed preventative maintenance tasks on assembly line machines as required.
- Cleaned work area regularly to maintain safe and organized environment.
- Adhered strictly to company policies regarding quality assurance measures during assembly processes.
- Received instruction from supervisor regarding specific tasks assigned each day.
- Ensured compliance with safety regulations while operating machinery.
- Provided training support for new employees joining the assembly team.
- Conducted visual inspections and checked for product defects.
- Collaborated with engineering and production teams to troubleshoot assembly issues.
Education
Associate of Science -
Spartanburg Methodist College
Spartanburg, SC05-2021
High School Diploma -
Union County High School
Union, SC05-2018
Skills
- Technical support
- Software troubleshooting
- Data analysis
- Performance reporting
- Customer feedback
- Team collaboration
- Conflict resolution
- Escalation management
- Call quality assurance
- Training and mentorship
- Problem solving
- Time management
Timeline
Tier 2 Specialist
Foundever
08.2021 - 12.2024
Assembly Line Technician
Gestamp
05.2019 - 08.2019
Associate of Science -
Spartanburg Methodist College
High School Diploma -
Union County High School
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