JORDAN WRIGHT
Queens,NY
Summary
Exceptional, pro-active, dynamic, agile, and adaptable manager with stellar work history, motivational approach to management, and an upbeat nature, with over 10 years experience in customer service management and security. Focused on using training, monitoring, and empowering techniques to maximize team performance and build strong customer relationships. Experienced problem-solver with advanced management skills, conflict resolution, team building and customer service skills. Proven track record of cultivating a high degree of customer satisfaction. Proven ability in mentoring employees to adopt a culture of collaboration and continuous improvement. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements and operating departments efficiently to meet goals. Successful in matching employees with roles that provide opportunity for maximum skill development and optimum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Delta Air Lines
06.2021 - 03.2024
- Planned and prepared workflow schedules, delegating tasks for a 30-member team
- Conducted daily briefings to make sure that the team was fully prepared for the daily passenger loads and aware of any potential difficulties
- Monitored team performance to ensure adherence to all safety, confidentiality, and FAA regulations; ensured quality customer service in greeting passengers, and courteously confirming travel documentation
- Developed training, assessment, and performance monitoring programs to streamline operations, build customer rapport and optimize customer service to increase sales
- Conducted job interviews, led employee performance evaluations, and rewarded top performers to attract and retain quality personnel
- Oversaw team development according to industry service standards to further customer loyalty
- Innovated customized solutions for passenger issues and resolved complaints tactfully, with a willingness to go the extra mile to ensure the best possible customer experience.
Brand Ambassador
Marlboro
03.2021 - 12.2023
- Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Boosted sales through effective collaboration with store staff to promote products in high-traffic areas.
- Approached potential customers and interacted in natural conversation with goal of developing brand loyalty.
- Communicated product information with confidence and educated consumers about company.
- Achieved targeted marketing goals by collaborating closely with team members to develop effective strategies for each campaign.
- Engaged, educated, and befriended customers to deliver amazing shopping experience.
- Managed inventory levels at promotional events to ensure adequate product supply while minimizing waste or shortages.
- Negotiated with event organizers for prime positioning, maximizing brand exposure.
- Provided valuable feedback to clients regarding consumer reactions, preferences, and suggestions for improvements based on firsthand experience promoting their products.
Concierge
Marriott International
10.2015 - 04.2020
- Managed front office operations of busy hotel, delivering 5-star service to cultivate loyalty and satisfaction.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Supervisor of Operations
Macy's
06.2010 - 08.2015
- Helped store management meet standards of service and quality in daily operations.
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
- Resolved conflicts between employees to maintain positive and productive work environments.
Call Center Manager
Stony Brook University
01.2007 - 05.2010
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Developed quality employees within call center to take over leadership positions.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Evaluated data to identify trends and determine customer service needs.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Education
Master of Arts - Business Management/Sociology
Stony Brook University
05.2011
Skills
- Training, Team Building, and Leadership
- Client Relationship Development
- Business Operations and Organizational Management
- Business Strategy Development
- Customer Engagement and Experience
- Operations Management
- Reservations Management
- Keen Observer
- Microsoft Office Suite
- Adobe Creative Suite (Photoshop, Illustrator, Dreamweaver)
- Google Tools
- Employee Performance Evaluations
Timeline
Customer Service Manager
Delta Air Lines
06.2021 - 03.2024
Brand Ambassador
Marlboro
03.2021 - 12.2023
Concierge
Marriott International
10.2015 - 04.2020
Supervisor of Operations
Macy's
06.2010 - 08.2015
Call Center Manager
Stony Brook University
01.2007 - 05.2010
Master of Arts - Business Management/Sociology
Stony Brook University
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