Summary
Overview
Work History
Education
Skills
Timeline
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MICKI S JORDAN

Harvest,AL

Summary

Customer Service Representative with over 20 years of extensive experience in customer care, employee engagement, and management. Demonstrated strong leadership and communication skills, effectively guiding new hires and enhancing training programs. Skilled at improving system efficiency and driving customer satisfaction through innovative problem-solving and service delivery.

Overview

10
10
years of professional experience

Work History

Customer Service Representative - Remote

Verizon
10.2020 - Current
  • Effectively managed high-stress situations, maintaining professionalism under pressure and resolving disputes or conflicts. Also ensuring satisfactory resolutions for both customers and the company.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Assisted new V Team Members with system navigation, resource location, and confidence building during the New Employee Experience.
  • Conducted live listening and monitoring to provide immediate feedback and suggestions for improvement.
  • Delivered presentations on business-aligned topics to new hire classes.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Loan Consultant II

Lendmark Financial Services
10.2017 - 10.2020
  • Provide daily office support with multitasking abilities to handle customer service, data entry, inventory management, invoicing, and the documentation and auditing of company/customer records.
  • Welcome, assist, and engage with individuals visiting the office or contacting by phone.
  • Promote all products and services offered by the branch.
  • Execute loan decisions, approve loans within lending limits, and manage loan closings.
  • Compiled documentation necessary to successfully fund over 30 loans per month.

Consumer Loan Specialist

Sun Loan Company
02.2016 - 10.2017
  • Evaluate customers' loan requirements and offer effective solutions.
  • Exhibit proficiency in managing and responding to incoming calls.
  • Advise loan applicants, ascertain their needs, and gather necessary data for loan applications.
  • Consistently monitor active loan files and suggest methods to expedite loan process.


  • Managed cash register transactions involving cash, checks, and credit cards with high precision.

Universal Banker/Teller

Fifth Third Bank
08.2014 - 02.2016
  • Process customer deposits, withdrawals, and payments, cross-sell banking products and services that meet customer needs.
  • Perform clerical and administrative duties, assist customers with opening and closing various accounts, including checking, savings, CDs, and safe deposit box access.
  • Contact customers to obtain necessary signatures and documents for account-related issues when there is exception or missing information.
  • Process loan applications efficiently by gathering all required documentation and working closely with our underwriting teams.
  • Prevent fraudulent activities by thoroughly verifying customer identification during account openings or personal information updates.
  • Conducted financial assessments to determine eligibility for loans, credit cards, and other financial products.
  • Developed strong relationships with customers by providing personalized service, leading to increased referrals.

Education

Diploma -

James Oliver Johnson
Huntsville, AL
05.2004

Skills

  • Customer Service
  • Leadership
  • Management
  • Relationship Building
  • Time Management
  • Excellent Communication
  • Decision-Making
  • Problem Resolution

Timeline

Customer Service Representative - Remote

Verizon
10.2020 - Current

Loan Consultant II

Lendmark Financial Services
10.2017 - 10.2020

Consumer Loan Specialist

Sun Loan Company
02.2016 - 10.2017

Universal Banker/Teller

Fifth Third Bank
08.2014 - 02.2016

Diploma -

James Oliver Johnson

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