Jourdan Brock
Baltimore,MD
Overview
8
8
years of professional experience
Work History
Customer Service Representative
CareFirst BCBS
Baltimore, MD
03.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Front Desk Manager
ExpressCare
Baltimore, MD
03.2024 - 03.2025
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Manager
AMC Theatres
Bel Air, MD
08.2022 - 03.2024
- Monitored functions ranging from ticket taking to concessions operations.
- Maintained inventory of food and snack items.
- Evaluated staff performance and interview potential new hires.
- Ensured that cleanliness standards were followed.
- Resolved technical issues with projectors.
- Dealt with employee issues and ensured timely direct deposits of pay.
- Addressed patron complaints in a timely and professional manner.
- Scheduled special events and ensured proper staffing for such events.
Customer Service Associate/shift lead
Amc white marsh
White Marsh, MD
07.2017 - 08.2022
- Answered phones and customer inquiries
- Prepared reports of returned damaged or unwanted items
- Assist with crowd control and seating of guests in auditoriums
- Make certain guest service is friendly, helpful and fast
- Greet guests, assemble food orders, operate point-of-sale terminals and make accurate change
- Refunded money
- Assisted with customer concerns
- Closed out registers
Education
High school diploma - undefined
Western high school Baltimore
Baltimore, MD06.2018
Skills
- Customer and personal service
- Microsoft powerpoint
- Microsoft Excel
- Microsoft word
- Speaking
- Time management
- Able to handle high-stress situations with upset customers
- Proven ability to enhance skills and move up in a company
- Guest Services
- Writing Skills
- Front Desk
- Active listening
- Customer relations
- Problem resolution
- Call center experience
Timeline
Customer Service Representative
CareFirst BCBS
03.2025 - Current
Front Desk Manager
ExpressCare
03.2024 - 03.2025
Manager
AMC Theatres
08.2022 - 03.2024
Customer Service Associate/shift lead
Amc white marsh
07.2017 - 08.2022
High school diploma - undefined
Western high school Baltimore