Jordon Harris
Dothan,AL
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
14
14
years of professional experience
Work History
Customer Solutions Team Leader
WebstaurantStore
11.2021 - Current
- Acting as hiring manager and providing leadership for a team of up to 10 customer solutions representatives
- Conducting interviews and evaluating candidates based on experience and core values to determine best fit with company
- Working with members of team to facilitate growth while providing accountability of keeping up with expectations within the Customer Solutions Specialist role
- Completing back end tasks, such as timeclock adjustments, task scheduling within Workforce management, meeting set up, and additional tasks as necessary
- Conducts reviews of all representatives inside and outside of training based on set company metrics and core values
- Also, assisting representatives with customer escalations and taking over contacts when necessary
- Additional projects include, working with other leaders to evaluate and determine Workforce Management System to best suit department needs, working with other leaders to create pre-screening questionnaire to help evaluate applicants more efficiently, and evaluating applicants and scheduling for interviews
Quality Assurance Specialist
WebstaurantStore
06.2021 - 11.2021
- Providing Customer Solutions Representatives with consistent feedback to identify strengths and areas of improvement within customer contacts as well as highlight trends within the department to ensure consistency
- Utilizing tools available to pull customer contacts for individual representatives dependent on the representative’s workload and evaluating accordingly to the department standard
- Led or helped lead department team meetings to help representatives best understand Quality Assurance goals and metric
- Worked on revitalizing department education guidelines to streamline and revamp education requirements
- Assisted with quarterly project dealing with receiving and utilizing departmental feedback for the betterment of Quality Assurance
Customer Solutions Specialist
WebstaurantStore
08.2019 - 06.2021
- Attending to customer issues through a variety of channels including calls, online chats, and emails
- Using problem solving and tools provided by the company: company website, informational Wiki, Admin, and transit maps to advise customers on their issues and questions
- Using organizational methods, knowledge, and tools to help the greatest amount of customers possible in the most optimal and efficient way possible
- Responsible for reviewing other representatives’ input of items for reshipment and approving them as needed
- Lead team trainings on the topic of ‘Efficiency’ to raise team statistics to meet desired workload goals
Merchandising Service Associate
Lowes Home Improvement
01.2019 - 07.2019
- Tasked daily with ensuring that merchandise is optimally placed for the best customer shopping experience
- Responsibilities include resetting bays to ensure the best products are in the best locations; bay maintenance including painting, cleaning, and replacing horizontal and vertical beams; straightening stock; and keeping the shelves full
Customer Service Associate
Lowes Home Improvement
02.2016 - 01.2019
- Customer Service Associate with experience in Outside Lawn and Garden and Building materials while also helping in other departments as necessary
- Licensed and experienced on forklift, narrow aisle reach truck, and order picker
Store Associate
Ace Hardware
04.2011 - 12.2015
- Store Clerk with responsibilities in helping customers with their needs in outdoor power equipment, electrical, plumbing, hardware, and paint
- Experience with general store point of sale system, Uhaul rentals, Ace paint color mixing system, and testing pool water
Electrical Apprentice
RS Electric
05.2015 - 09.2015
- Job duties included helping the head electrician with wiring lights, receptacles, and light switches, running wire, trenching, and small fabrication jobs done when needed
Education
Masters - Industrial Organizational Psychology
University of Georgia
Lawrenceville, GA08.2026
Bachelor of Science - Psychology
University of Georgia
Athens, GA05.2019
Associate of Applied Science - Electrical and Electronics Technology
Bainbridge State College
Bainbridge, GA12.2015
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- People management
- Coaching and mentoring
Timeline
Customer Solutions Team Leader
WebstaurantStore
11.2021 - Current
Quality Assurance Specialist
WebstaurantStore
06.2021 - 11.2021
Customer Solutions Specialist
WebstaurantStore
08.2019 - 06.2021
Merchandising Service Associate
Lowes Home Improvement
01.2019 - 07.2019
Customer Service Associate
Lowes Home Improvement
02.2016 - 01.2019
Electrical Apprentice
RS Electric
05.2015 - 09.2015
Store Associate
Ace Hardware
04.2011 - 12.2015
Bachelor of Science - Psychology
University of Georgia
Associate of Applied Science - Electrical and Electronics Technology
Bainbridge State College
Masters - Industrial Organizational Psychology
University of Georgia
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