Justin Hordish
Orlando,FL
Summary
Detail-oriented professional recognized for exceptional client engagement and retention strategies. Proven expertise in developing comprehensive training materials and monitoring performance metrics to ensure alignment of services with client expectations. A strong commitment to fostering long-term partnerships drives success in building trust and delivering value. Skilled at leveraging insights to enhance service offerings and exceed client goals.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
City Process
11.2022 - 11.2026
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional problems and maintain satisfaction.
- Developed marketing campaigns to enhance clients' return on investment.
- Tailored customer relationships by determining expected needs and finding correct solutions.
- Reached out to accounts regularly to check on needs, understanding business operations and offer services.
- Assisted clients with strategic processes and provided with necessary tools to achieve success.
- Reviewed products and user documentation to assess compliance with client success processes.
- 150+ Outbound Calls daily
- 100+ Incoming Calls
Legal Assistant
City Process
11.2020 - 11.2022
- Managed over 75 Customer Calls Per Day
- Coordinated communication between attorneys, clients, and external parties to streamline processes.
- Drafted legal correspondence and prepared reports to support case management efforts.
- Oversaw scheduling of court dates and client meetings, ensuring timely updates for all stakeholders.
- Trained junior staff on administrative procedures and best practices for legal support tasks.
- Implemented filing systems that enhanced document retrieval efficiency and compliance standards.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
Call Center Representative
Street Love Homeless
11.2018 - 11.2020
- Led call center operations, ensuring optimal service delivery and team performance.
- Mentored team members, fostering professional growth and enhancing customer interaction skills.
- Implemented process improvements that increased efficiency and reduced response times for client inquiries.
- Coordinated scheduling and task assignments to ensure adequate coverage during peak hours.
- Conducted training sessions on best practices in customer service and conflict resolution techniques.
- Collaborated with management to align team objectives with organizational goals, driving overall success.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- 100+ Incoming Calls per day
Process Server
CPS
11.2016 - 11.2018
- Delivered legal documents efficiently and accurately to ensure compliance with service requirements.
- Managed multiple case assignments, prioritizing tasks to meet strict deadlines effectively.
- Maintained detailed records of service attempts, documenting outcomes for legal verification purposes.
- Collaborated with attorneys to clarify service instructions and address potential issues proactively.
- Trained new process servers on best practices and operational procedures for document delivery.
- Streamlined workflow processes, enhancing efficiency in document tracking and reporting systems.
- Served over 1000 Documents per week
Assistant Customer Service Manager
Aarons
11.2014 - 11.2016
- Assisted in managing customer inquiries, ensuring timely resolution and satisfaction.
- Trained and mentored new customer service representatives to enhance team performance.
- Implemented process improvements that streamlined operations and reduced response times.
- Analyzed customer feedback to identify trends and recommend actionable solutions.
- Coordinated scheduling for customer service team, optimizing coverage during peak hours.
- Led initiatives to enhance customer engagement through personalized communication strategies.
- Increased sales by 5 percent
Retail Sales Associate
Aarons
11.2009 - 11.2012
- Delivered exceptional customer service, enhancing overall shopping experience and fostering loyalty.
- Managed inventory levels, ensuring accurate stock availability and timely replenishment.
- Trained new sales associates on product knowledge, sales techniques, and store policies.
- Collaborated with team to execute promotional displays, driving increased foot traffic and sales.
- Implemented efficient checkout processes, reducing wait times and improving customer satisfaction scores.
- Analyzed customer feedback to identify areas for improvement in service delivery and product offerings.
- Handled 50+ Specialized orders per day
- Helped customers complete purchases, locate items, and join reward programs.
Education
Bachelor of Science - Business Administration And Management
University of Maryland
College Park, MD07-2027
Skills
- Price quotes
- Complaint resolution
- Project management
- Complaint handling
- Customer order management
- Customer retention
- Appointment coordination
- Customer acquisition strategies
- Multi-line switchboard
- Documatrix
- Order and request filing
- Court reporting
Timeline
Customer Service Specialist
City Process
11.2022 - 11.2026
Legal Assistant
City Process
11.2020 - 11.2022
Call Center Representative
Street Love Homeless
11.2018 - 11.2020
Process Server
CPS
11.2016 - 11.2018
Assistant Customer Service Manager
Aarons
11.2014 - 11.2016
Retail Sales Associate
Aarons
11.2009 - 11.2012
Bachelor of Science - Business Administration And Management
University of Maryland