KEONNA JORDAN
Portsmouth,VA
Summary
Forward-thinking call center supervisor with a strong focus on customer service excellence. Dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty, and enhance business revenue. Highly skilled in training, monitoring, and managing exceptional teams handling high-volume calls. Driven and innovative, with expertise in developing and implementing training protocols and resources to drive performance and ensure caller satisfaction.
Overview
11
11
years of professional experience
Work History
CB Tech Support Rep I
Cox Communications
11.2020 - Current
- Manage call flow and responded to technical support needs of Cox Business customers.
- Troubleshoot IP configuration gateway issues
- Troubleshoot IPC phone equipment as well as Edgemarc telephone switches
- Assisted customers with setting up IPC features such as Call Paths, Hunt Groups and Auto Attendant
- Troubleshoot television services for hospitality businesses
Residential Technical Support Rep
Cox Communications
11.2016 - 11.2020
- Assisted Cox Residential customers with various types of technical issues via telephone.
- Evaluated and responded to incoming sales leads and requests for technical support assistance
- Assisted customers with order placing
- Provided technical support for cable, phone, and internet
Technical Support Rep
Asurion
05.2016 - 10.2016
- Provided technical support to AT&T wireless customers and instructed them on how to configure devices
- Performed troubleshooting to resolve issues such as; signal strength, network connectivity issues, Bluetooth connection, battery life, and home internet routers
Supervisor
Alorica
12.2013 - 05.2016
- Managed a team of 18-25 agents who provided customer care to Verizon wireless customers
- Motivated and encouraged agents through positive communication and feedback
- Kept track of attendance, daily statistics, payroll, paid time off, sick time off, etc.
- Coached and developed agents for promotion within the company
Education
EMT Certification - Emergency Medical Technician
Cesar Chavez Vocational School
Fresno, CA05.2010
Skills
- Manages and oversees a team of call center agents
- Motivates and supports agents through feedback and communication
- Measures KPI’s such as inbound calls, call waiting, and call abandonment
- Improves quality of results by recommending changes
- Proficient Troubleshooter
- Premier Telephone Etiquette
- Diverse PC Knowledge
Education and Training
Cesar Chavez, Fresno, CA
Contact
Chesapeake, Virginia 23324
Timeline
CB Tech Support Rep I
Cox Communications
11.2020 - Current
Residential Technical Support Rep
Cox Communications
11.2016 - 11.2020
Technical Support Rep
Asurion
05.2016 - 10.2016
Supervisor
Alorica
12.2013 - 05.2016
EMT Certification - Emergency Medical Technician
Cesar Chavez Vocational School
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