Jordanna Oyakhilome
Tampa,Florida
Summary
Dynamic Presenter and Training Facilitator. Adapts well in a diversified array of team environments, and uniquely skilled in identifying Client focus. Strong skills for consulting and working across multiple departments within companies to create more effective and strategic communications. Consistently receives recognition for successful relationship building, structuring strong team growth and development, earned achievements of accuracy, and goals utilizing skillful, effective, partnering. Passionate rapport builder. Consistently recognized for creativity.
Overview
12
12
years of professional experience
Work History
Tier 2 Technical Support Representative
Verizon Wireless
Tampa, FL
09.2024 - Current
- Provided technical support to customers over the phone and through email.
- Assisted with troubleshooting hardware, software, and network issues.
- Resolved customer complaints in a timely manner.
- Created detailed tickets for each customer issue.
- Installed, configured, maintained, and updated computer systems and networks.
- Diagnosed system errors and provided solutions to customers.
- Performed data backups of customer systems to ensure data security.
- Conducted remote sessions to resolve complex technical issues quickly and accurately.
- Collaborated with other departments when necessary in order to provide comprehensive solutions for customers' needs.
- Adhered strictly to company policies regarding data privacy and security regulations.
- Used remote control and assistance tools expertly to support non-local customers.
Customer Sales and Service Expert
Verizon Wireless
Tampa, FL
05.2024 - Current
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, queries, and complaints.
- Processed payments using a variety of methods such as cash, check, credit card and debit card transactions.
- Provided accurate information on products and services to customers.
- Advised customers on product features, benefits and warranties.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges.
- Operated a point-of-sale system efficiently to process sales quickly and accurately.
- Developed strong relationships with clients through effective communication skills.
Customer Service Representative
United Health Group, Optum
Tampa, FL
03.2024 - 05.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Assisted customers in navigating the Medicare website, helping them to find the resources they needed.
- Processed enrollments for new Medicare members according to established procedures and guidelines.
Shipping and Receiving Specialist
Burlington Coat Factory Department Store
Tampa, FL
10.2023 - 04.2024
- Verified incoming and outgoing shipments against invoices or other documents, recording shortages and rejecting damaged goods.
- Inspected containers for proper sealing and labeling prior to loading onto trucks or railcars.
- Responded promptly to customer inquiries regarding orders, product availability and shipping methods.
- Assisted in unloading trucks at the warehouse dock area when necessary.
- Identified order discrepancies and damaged items and notified supervisor.
- Coached new staff preparing outgoing and receiving incoming shipments.
Customer Service Representative
Progressive
Tampa, FL
03.2023 - 06.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Analyzed customer needs and provided customized advice on selecting suitable car insurance plans.
- Assessed customer needs and provided appropriate insurance solutions.
- Developed and maintained relationships with existing customers to ensure satisfaction and renewals.
- Conducted policy reviews for customers to identify potential gaps in coverage or additional coverage options.
- Provided detailed explanations of coverages, exclusions, limits, and other policy provisions.
- Researched customer inquiries about billing discrepancies or coverage questions.
- Maintained accurate records of customer interactions including notes on conversations and changes made to accounts.
- Educated customers on the importance of maintaining adequate insurance coverage.
Trainer - Digital Operations
Cognizant
Tampa, Florida
01.2019 - 03.2020
- Skilled team trainer, mentor, and development specialist critical in successful deployment for global media client in large scale project initiation and ramp-up implementation
- Intuitive leader for input and guidance in client culture, policy instruction, understanding, interpretation, and actionability
- Facilitator with domestic and international T3 presentation experience
- Initiator for highly effective collaboration, worldwide, in ongoing client education
- Innovative influence through the presentation of original Strategic Learning Principles with facility-wide metric improvements
- Consistent site-wide score increases from low 60's to averages at 98%
- New-hire on-boarding and leadership to graduate classrooms consistently with 89-98 percentile scores
- Coaching success for operations in KPI, conflict resolution, and reporting QA metrics gauges at 95%+
- Facilitation of highly complex 3 week, in-classroom new hire training program during project ramp
- 250+ new hires trained
- Acted as a culture carrier for the inception of the project as one of the first 10 employees hired
- Audit of client provided training programs and materials
- Development of targeted ongoing education courses utilizing adult learning theory and blended approach to improve moderators ability to interpret and apply compliance policies
- Maintain accurate understanding of procedural and technical requirements of associates by working in production queues
- Design knowledge check activities to measure learner comprehension
- Participate in client-facing meetings to provide insight on knowledge transition progress and develop strategic initiatives
Content Moderator - Subject Matter Expert
Cognizant
Tampa, Florida
09.2017 - 12.2018
- Investigate and resolve issues that are reported on social media such as requests for account support and reports of potentially abusive content
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
- Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
- Identify inefficiencies in workflows and suggest solutions
- Reviewed content for compliance with internal policies and procedures.
- Performed moderation tasks such as deleting, editing, and suspending accounts.
- Ensured adherence to company guidelines while moderating online forums and social media sites.
- Evaluated user reports regarding potential violations of terms of service.
Social Media Analyst
Cognizant Technologies Solutions
Tampa, FL
08.2017 - 09.2017
- Reviewed content for compliance with internal policies and procedures.
- Monitored user-generated content for violations of community standards.
- Investigated complaints regarding inappropriate or offensive material.
- Performed moderation tasks such as deleting, editing, and suspending accounts.
- Ensured adherence to company guidelines while moderating online forums and social media sites.
- Evaluated user reports regarding potential violations of terms of service.
- Identified trends in user generated content that could be addressed through policy changes or training programs.
- Provided guidance and support to new moderators in order to ensure high quality standards are met.
- Applied knowledge of relevant laws, regulations, and industry best practices when making decisions about content moderation.
Career Services Advisor
Ultimate Medical Academy Online
Tampa, FL
07.2015 - 07.2017
- Provided career counseling and guidance to students on a variety of topics, such as job search strategies, resume writing, interviewing techniques, and graduate school applications.
- Developed successful relationships with employers in order to create internship and job opportunities for students.
- Created and maintained databases of student resumes, job postings, internships, alumni contacts.
- Advised students on how to use online resources effectively in their job searches.
- Developed innovative approaches for connecting employers with qualified candidates from diverse backgrounds.
- Maintained up-to-date records of all interactions with employers and potential hires.
- Reviewed student resumes for accuracy and completeness prior to submission.
- Provided one-on-one coaching sessions designed to help individuals identify their strengths and weaknesses in order to make informed decisions about their careers.
- Maintained complete confidentiality in business-related matters to prevent information breaches.
- Performed outreach services to recruit and screen applicants for career services.
- Coordinated services with employers, partner agencies and community resources.
- Identified financial assistance programs for education and training costs in approved fields of study to provide assistance with tuition, books, and fees for eligible candidates.
- Facilitated job and community agency referrals, job center workshops, résumé assistance and help with interviewing.
Customer Service Representative - Aetna
HealthPlan Services
Tampa, FL
10.2015 - 03.2016
- Greeted customers and provided prompt, courteous service.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Processed new policy applications and updated existing policy documents.
- Verified accuracy of customer data entered into the system.
- Maintained accurate records of customer interactions and transactions.
- Researched relevant policy information to answer customer questions.
- Facilitated payment processing for premium payments and renewals.
- Advised customers on available coverage options that best fit their individual needs.
- Attended training and educational seminars to enhance knowledge and credentials.
- Educated customers on new insurance products and services relevant to their needs.
- Developed and maintained strong professional relationships with customers through exceptional service.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
Sales Representative
Home Shopping Network
Tampa, FL
08.2013 - 04.2015
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Greeted customers, identified their needs and provided product information.
- Assisted customers with selecting merchandise based on their individual requirements.
- Provided customer service by answering product related questions in a timely manner.
- Upsold additional products when appropriate to increase store revenue.
- Demonstrated knowledge of promotions, discounts and loyalty programs.
- Resolved customer complaints in a professional manner.
- Conducted price comparisons between competitors for certain products.
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
Early Head Start Teacher
Country Village Preschool
Land O' Lakes, FL
08.2012 - 12.2014
- Provided instruction to young children on basic concepts such as colors, shapes, and letters.
- Assisted with the planning and implementation of individualized lesson plans.
- Maintained a safe and clean environment that was conducive to learning.
- Observed, documented, and reported student progress in areas such as language development, motor skills, and social behavior.
- Monitored student engagement through active participation in activities.
- Collaborated with parents to ensure successful transition of students into the program.
- Developed positive relationships with families by providing support and guidance on parenting issues.
- Facilitated group activities designed to enhance cognitive, physical, emotional, and social development of students.
- Established classroom rules and expectations for behavior according to Early Head Start guidelines.
- Participated in professional development opportunities to stay current on best practices for early childhood education.
- Supported students' growth in self-help skills such as dressing themselves or eating independently.
- Assisted with mealtime routines including setting up snacks and lunches and helping children learn proper table manners.
- Adapted lessons based on each child's learning style while meeting their individual needs.
Education
Some College (No Degree) - Business, Management, Marketing, and Related Support Services
University of Tampa
TampaSome College (No Degree) - Graphic Design
Southern New Hampshire University
Hooksett, NHSkills
- SME
- Training
- Coaching
- Development
- ABAY
- Nesting
- OJT
- SIIM direction
- Corporate Communications
- Verbal Communication
- Written Communication
- Positive Attitude
- Enthusiasm
- Passion for company success
- Adaptive
- Strategic Solutions
- Process Application
Timeline
Tier 2 Technical Support Representative
Verizon Wireless
09.2024 - Current
Customer Sales and Service Expert
Verizon Wireless
05.2024 - Current
Customer Service Representative
United Health Group, Optum
03.2024 - 05.2024
Shipping and Receiving Specialist
Burlington Coat Factory Department Store
10.2023 - 04.2024
Customer Service Representative
Progressive
03.2023 - 06.2023
Trainer - Digital Operations
Cognizant
01.2019 - 03.2020
Content Moderator - Subject Matter Expert
Cognizant
09.2017 - 12.2018
Social Media Analyst
Cognizant Technologies Solutions
08.2017 - 09.2017
Customer Service Representative - Aetna
HealthPlan Services
10.2015 - 03.2016
Career Services Advisor
Ultimate Medical Academy Online
07.2015 - 07.2017
Sales Representative
Home Shopping Network
08.2013 - 04.2015
Early Head Start Teacher
Country Village Preschool
08.2012 - 12.2014
Some College (No Degree) - Business, Management, Marketing, and Related Support Services
University of Tampa
Some College (No Degree) - Graphic Design
Southern New Hampshire University