Maurion Jordan
Pine Bluff
Summary
To obtain a challenging role that enables me to leverage my education and experience, foster professional growth, and assume greater responsibilities in my position.
Results-driven Supervisor with experience steering and directing all aspects of operations. Practiced in orchestrating multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Recognized and commended for collaborating with upper management to achieve organizational objectives.
Overview
21
21
years of professional experience
Work History
Remarketing & Customer Solutions Supervisor
Ally Financial
11.2018 - Current
- Lead, manage, develop, and train team members
- Ensure all procedures align with established policies
- Maintain accurate and up-to-date account records
- Conduct coaching, one-on-one reviews, and monitor calls with the team
- Aid agents in resolving issues with problematic accounts
- Keep precise payroll records for team members
- Review and confirm HRC violations
- Guide team efforts to optimize collections while adhering to company policies
- Support collectors with guidance on the products they handle
- Assist collectors in addressing delinquent account challenges
Operations Supervisor
ABC Financial Services
02.2015 - 11.2018
- Supervised remote customer support representatives with expertise
- Managed the activities and resources necessary for daily operations to meet business plan objectives
- Utilized specialized knowledge to address moderately complex issues within set guidelines
- Provided direction and insight to departmental teams and collaborated on cross-department projects
- Served as an escalation point for employee concerns
Administrative Analyst
Arkansas Department of Human Services
Little Rock
07.2014 - 02.2016
- Conducted special studies focusing on systems and cost analysis, evaluating the feasibility and impact of agency or institution programs, while pinpointing and addressing problem areas.
- Assisted in establishing goals and objectives for various projects.
- Organized, planned, and scheduled the phases and procedures for implementing projects or programs.
- Created monitoring and reporting systems to gauge project effectiveness.
- Researched and analyzed relevant data related to work programs and their goals and objectives.
- Prepared QI/PI reports detailing research findings and offered recommendations.
- Developed or updated agency or institution policies, procedures, programs, and directives.
- Created handbooks and manuals intended for training purposes.
- Handled correspondence in answer to written inquiries.
- Explained agency administrative directives, policies, and procedures to ensure they are applied consistently.
- Served as a liaison to other programs, departments, or agencies/institutions, providing guidance in areas of expertise.
Technical Support Specialist and Supervisor
Hewlett Packard
04.2010 - 07.2013
- Oversaw highly skilled individual contributors in specific functional areas.
- Managed the supervision of activities and resources necessary for supporting the department's daily operations and achieving the business plan.
- Offered general supervision to entry-level supervisors.
- Used specialized subject matter expertise to address moderately complex issues within predetermined guidelines.
- Delivered direction and expertise to departmental teams while participating in initiatives across departments.
- Functioned as a point of escalation for subordinate employees.
- Tackled technical issues on assigned hardware and software platforms.
- Employed proactive monitoring techniques and tools to spot opportunities for problem prevention.
- Provided software services, post-sales support, and resolved application issues for remote accounts utilizing both standard and specialized systems.
- Answered inquiries regarding services, products, and technical repair questions about current and discontinued products, parts, and options, based on customer entitlements.
- Helped customers prevent or minimize the occurrence of issues
- Engaged in projects and offered solutions and insights based on evaluations
- Served as a mentor and provided leadership support to team members
- Played a role in Loyalty Assurance by taking on an apprentice position
- Created a peer mentoring program to assist fellow agents in recognizing and addressing improvement areas
Account Collector
Semperian Financial
12.2008 - 04.2010
- Executed necessary phone calls and arranged payment plans for overdue accounts
- Kept detailed records on client accounts
- Achieved required call metrics
- Started repossessions or charge-offs on eligible accounts
- Conducted essential skip tracing on overdue accounts
Technical Support Supervisor, Lead, and Representative
Alltel Wireless
07.2005 - 10.2008
- Oversaw the daily problem-solving processes of over 14 representatives
- Authorized the weekly payroll
- Tracked the achievement of Key Performance Indicators against goals
- Supported representatives in finding solutions to issues with Alltel Products and Services
- Handled escalated calls from unhappy or angry customers effectively
- Monitored representatives remotely during their calls for ongoing coaching and development
- Ensured that representatives adhered to Alltel Policies and Procedures
- Reviewed weekly quality evaluations with representatives for ongoing enhancement
- Investigated and reported system problems and failures
- Updated representatives on all changes to services, products, and policies
- Assisted representatives in resolving customer difficulties related to Alltel Products and Services
- Guided representatives on potential enhancements for more efficient call handling
- Investigated and reported system issues and failures
- Provided longitude and latitude coordinates to law enforcement during emergencies
- Cleared hung Resource Allocation and Status Management (RASM) from the wireless network
- Applied effective troubleshooting strategies for various handset-related issues
- Managed the addition, removal, and upgrade of features and accessories on customer accounts
- Place orders for new equipment and accessories
Education
Master of Arts - Organizational Management
Ashford University
San Diego, CABachelor of Science - Management Information Systems
Central Baptist College
Conway, ARAssociate of Applied Science - Networking
Pulaski Technical College
North Little Rock, ARDiploma - Advanced Data Processing
University of Arkansas-College of Technology
McGehee, ARSkills
- Proficient in Microsoft Office Suite
- Skilled in Data Entry
- Skilled in Windows
- Competent in the installation of various programs
- Expertise in People Management
- Focus on Career Development
- Knowledgeable in Budget Management
Skills And Capabilities
Proficient in Microsoft Office Suite, Skilled in Data Entry, Windows, Competent in the installation of various programs, Expertise in People Management, Focus on Career Development, Knowledgeable in Budget Management
Timeline
Remarketing & Customer Solutions Supervisor
Ally Financial
11.2018 - Current
Operations Supervisor
ABC Financial Services
02.2015 - 11.2018
Administrative Analyst
Arkansas Department of Human Services
07.2014 - 02.2016
Technical Support Specialist and Supervisor
Hewlett Packard
04.2010 - 07.2013
Account Collector
Semperian Financial
12.2008 - 04.2010
Technical Support Supervisor, Lead, and Representative
Alltel Wireless
07.2005 - 10.2008
Master of Arts - Organizational Management
Ashford University
Bachelor of Science - Management Information Systems
Central Baptist College
Associate of Applied Science - Networking
Pulaski Technical College
Diploma - Advanced Data Processing
University of Arkansas-College of Technology