Ladesha Jordan
Montgomery,AL
Summary
Adept at elevating customer satisfaction and team performance, I led a high-achieving customer service team at West Inc., mastering complaint resolution and staff training. By implementing strategic policy enforcement and fostering professional communication, we consistently surpassed performance benchmarks, showcasing my ability to blend hard skills with interpersonal finesse.
Overview
6
6
years of professional experience
Work History
Customer Service Team Lead
West Inc.
08.2018 - 07.2024
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
Education
Bachelor of Arts - Business Administration And Management
Texas Southern University
Houston, TX05.2022
Skills
- Customer Satisfaction
- Policy Enforcement
- Professional telephone demeanor
- Customer Relations
- Complaint resolution
- Staffing oversight
- Staff education and training
Timeline
Customer Service Team Lead
West Inc.
08.2018 - 07.2024
Bachelor of Arts - Business Administration And Management
Texas Southern University